Lora GENE® wants to ensure your complete satisfaction. For online purchases, we will only accept items not worn, used or damaged for a full refund as set out below. 

Customer satisfaction is our top priority, and as such we handle each query on an individual basis to the best of our ability. While we hope that you are delighted with your order, if you are not perfectly satisfied we would happily offer you a full refund or exchange. 

We must stress that in order to receive a refund or exchange, the item(s) must be unworn and in perfect condition, with all labels attached accordingly. We will issue a full refund (excluding original delivery charge) on goods receipt and QA check, or exchange the item for a different size/colour, if preferred and available.

Please, follow the simple two step process:

1. Kindly notify us of your intentions to return the item within 48 hours of goods receipt at [email protected], and our team will assist you accodingly; 

2. Once provided with confirmation from our side, please aim to return item within 14 days from the originally submitted return request.

Returns outside these time frames may be accepted at the discretion of "Lora Gene", and depending on the circumstances may only be refunded as a store credit.

The item(s) is under your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that provides some form of proof of delivery and/or track & trace functionality. The cost of returning the item back to us is under your responsibility. 

All successfully returned items will be only credited to the account used to originally purchase the items, less any import duties or shipping charges incurred.  With exchanges, your new item(s) will be shipped to you as soon as we receive your returning package and any additional payment which is required. 

PLEASE, NOTE: New and unused means that there are no marks on the item(s) or any wear on the tags. We do not sell used items and will not accept any item(s) with any indication that it was used. In such cases, the item will be returned to the purchaser. "Lora Gene" is not responsible for any item that is not returned in the manner set forth above. 

IMPORTANT NOTICE: ITEMS ORDERED WITH CUSTOM SIZING

All items ordered in specific custom measurements requested by you would be treated as "CUSTOM MADE", and would be a subject to a different policy:

- We do NOT accept returns for ''CUSTOM MADE'' items; 

- But we could offer you Alternations on your ''CUSTOM MADE'' item; 

- Please note the return shipping for alternations services is covered by you. 

If you have any additional questions or concerns, please do not hesitate to contact us at [email protected]