FAQs

ORDER CHANGES

My shipping info is incorrect/has changed

Unfortunately we cannot guarantee address changes if the order is already in production. If you would like to check if it’s possible to change your shipping address, please email support@lorengray.shop your order number and updated shipping address. If your package has shipped, please contact the shipping provider and ask them to update the shipping address. If the package is returned to our Distribution Center, we will email you and let you know.

Cancel Order Unfortunately we cannot guarantee cancellations if the order is already in production. Most orders go into production 24 hours after purchasing. If you would like to check if it’s possible to cancel your order, please email support@lorengray.shop  your order number and request for the order to be cancelled.

I would like to change an item

Unfortunately we cannot guarantee an item change if the order is already in production. If you would like to check if it’s possible to make changes to the items in your order, please email support@lorengray.shop with your order number and the item and/or size change. If your package has shipped, once the order is delivered you may contact  support@lorengray.shop to begin a return. 

SHIPPING

When will I receive my package?

Due to reduced capacity caused by COVID-19, your order may be delayed. Currently, the estimated processing time is 14-21 days.

Processing time is separate from shipping time. Orders are processed Monday-Friday (excluding holidays). Processing time requires 7-14 days. Shipping timelines do not apply to orders shipped to APO/FPO addresses.

 

Tracking information states my package as being delivered but I never received it

Shop Loren Gray  does not hold or accept responsibility for packages or items lost,  stolen, or stuck in transit when being delivered back to our distribution center. Concerns or questions about your order after it has shipped should be made to the carrier directly. The Customer Support Team can only see the same tracking information given to the customer through the tracking number. 

Tracking information shows the package delayed

Contact the shipping courier with your tracking information, located on your shipping confirmation email, to find out the most updated status of your package. Concerns or questions about your order after it has shipped should be made to the carrier directly. The Customer Support Team can only see the same tracking information given to the customer through the tracking number. 

Shop Loren Gray  does not hold or accept responsibility for packages or items lost,  stolen, or stuck in transit when being delivered back to our distribution center. 

What countries do you ship to?   

Australia, Canada, United Kingdom, United States, and United States Minor Outlying Islands

What happens if my package is returned to sender or refused?

If your order is returned to us, we will contact you once your order is returned to our distribution center. Original shipping fees are non-refundable. For items returned to Shop Loren Gray  due to an undeliverable address or issues with customs, refunds will be issued for the net price of your item(s) minus the shipping charge. 

RETURNS 

 

All sales are final. We do not accept returns or exchanges. 


I received the wrong item/item size

Damaged items must be reported/emailed within 3 days of receipt with photos attached to support@lorengray.shop. If not reported within 3 days, we will not issue replacements. Shop Loren Gray  is not responsible for normal wear and tear to items purchased and will not issue a new item outside of the 3 day window of receiving the item.

If you have received an incorrect item or have experienced another issue with your order, please contact support@lorengray.shop within 3 days of receiving your order with a picture of the items and packing slip.

My package was missing an item and I was issued a refund

If your order includes multiple items and one (or more) of the items are out of stock, we will issue a refund for item(s) not in stock and go ahead and ship the rest of your order.

 

PAYMENTS AND REFUNDS 

What currency will I be charged in?

All charges on Shop Loren Gray  are processed in US Dollars. 

Price Change:

We reserve the right to change the prices of our products at any time. 

Exchange Rates:

Differences in prices may vary according to the time an order is placed, and the time the payment is processed. When an order or return is processed, the order or refund will be generated in US Dollars. Shop Loren Gray  is not responsible for differences in exchange rates from when an order is placed, the payment is processed, or when a refund is processed. 

Discount Codes-Retroactive Discounts:

The amount paid at checkout and the amount that appears on your invoice is non negotiable. Shop Loren Gray will not apply retroactive discounts to orders being processed or that have been processed. Discount codes and site wide sales are only good on orders placed after the start date and before the end date of the discount code/sale. The discount code must be entered during the payment process as it can not be applied later. We are not responsible if the code is not entered at checkout.

Late or Missing Refunds: 

Refunds can take up to 10 business days to appear on your statement, depending on how your bank or financial institution processes them. If Shop Loren Gray processed a refund and you have not received a refund after 10 business days, contact your Bank or Credit Card Company to see if the refund is still pending.  Currency exchanges may take longer than 10 business days.

If you have contacted your Bank or Credit Card Company and you still have not received your refund, please contact us at support@lorengray.shop.