Help Center

• I need to get in touch, how can I contact you?

If you have any questions about an order, our products or our website, please reach out to us by sending an email to myorder@loraineholmes.com, or chat with us online, or fill the contact form. Customer Service Opening Hours: Monday - Friday From 10AM - 17PM Chilean hour. In case you reach us out of customer service opening hours, we will get in touch with you as soon as possible!

• How can I know my measurements? To take your own measurements is really easy, you only need to have a measurement tape handley and follow the instructions. Click here to see an illustrated explanation!

• I need help to decide which size to buy.

On each product you will find its Size-Chart with all their relevant measurements. You are also welcome to contact us to receive advice on products and sizing. Find an illustrated explanation on how to know your measurements at home, by clicking here.

• I experience problems with the website. What can I do?

We apologize for any errors you may experience on our website. Please contact us and we will assist you to our best effort.

• When will my order be shipped?

• When will my order arrive? 

• When and how can I use my tracking number?

As soon as your order is dispatched you will receive a shipping confirmation with a tracking link. The link is active when the carrier has picked up and scanned your shipment, which is why the link may not work the minute you receive it in the shipping confirmation. If you have an account, you can also log in and find the tracking no. under 'Orders'.

• Which countries do you ship to?

• I received my order, but it is either faulty, incomplete or containing a wrong product. What should I do?

Please contact Customer Service as soon as you discover that your order is not as you expected. You can email us to myorder@loraineholmes.com, or chat online, or fill the contact form. We will get back to you as soon as possible!

• Can I exchange items?

Currently we do not offer exchanges. If you would like a different size or colour, please use our return service for the incorrect items and place a new order for the right ones. 

• How do I return an item?

• Have you received my return?

As soon as your return has reached our warehouse we will send you an email. If it has been more than 10 days since you sent it back and you still have not heard from us, please contact Customer Service and we will resolve the issue.

• When will I receive my refund?

When your return has been received, we will process it as soon as possible and within 3 business days. When processing is complete and the refund has been issued, it may take up to 10 business days before the amount is in your account, depending on your bank or credit card issuer. We will issue the refund in the same form of payment originally used for the purchase.

• What payment methods do Loraine Holmes accept?

• What currencies can I pay in?

We currently accept USD payment only. 

• Is it safe to use my credit card online?

We accept Visa, MasterCard and American Express credit and debit cards. You can also choose to pay with PayPal. All payments are processed through a secure checkout system provided by ChasePaymentech. So yes, it is safe!

• Can I place an order without creating an account?

Yes, it is possible to check out as a guest. However, if you do decide to create an account, you get the opportunity to save shipping and billing addresses in the address book, you will be able to view your order history and you can find tracking numbers for current orders. 

• Can I change or cancel my order, once it has been confirmed?

Unfortunately, we are currently unable to change or cancel your order, once it is confirmed. You can choose to exchange your order. Revise our Exchanges & Returns policies by clicking here.

• How can I use my promotion code?

At checkout you will be able to enter your promotion code. When you click "Apply" it will be added to your order. Unfortunately, we cannot reissue a promotion code in the event that your original order is returned to us. If you have any questions or problems regarding promotion codes, please contact us.