Question #1: How long will it take to receive my order?

Answer: Here are our estimated delivery times:

Handling time: 1–2 business days
Transit time: 5–7 business days
Estimated delivery time: 6–9 business days

For more details, please refer to our Shipping Policy.

Question #2: Do you offer free shipping?

Answer: Shipping availability, charges, and delivery options may vary depending on your location, order value, and selected shipping method. Any applicable shipping charges will be shown at checkout before payment.

For more information, please check our Shipping Policy.

Question #3: Where is Lorienna located?

Answer: Lorienna is registered in USA

Company: KAVION GLOBAL LIMITED
Address: UNIT 2904-05, 29/F UNIVERSAL TRADE CTR, 3 ARBUTHNOT RD, CENTRAL, HONG KONG

We operate as an online store and serve customers in supported regions.

Question #4: What payment methods do you accept?

Answer: We currently accept the following payment methods:

• American Express
• Apple Pay
• Google Pay
• MasterCard
• Shop Pay
• Visa
• Paypal

For more details, please refer to our Billing Terms and Conditions.

Question #5: What if I receive a defective product?

Answer: If you receive a defective item, please contact us within the allowed return window with your order number and clear photo or video proof of the issue.

After review and approval, we may offer a replacement, exchange, refund, or another suitable resolution according to our Return & Refund Policy.

Question #6: Can I cancel my order after it is placed?

Answer: Orders may only be cancelled before they are processed or shipped. Once an order has been shipped, it will fall under our Return & Refund Policy.

To request cancellation, please contact us as soon as possible at support@lorienna.com.

Question #7: What is your return policy?

Answer: Return requests must be submitted within 30 days of the delivery date. Items must be unused, in original condition, and returned with original packaging, tags, accessories, and documents, if applicable.

Returns are not free unless the return is approved due to a wrong, damaged, or defective item. Return handling and shipping charges may be deducted from the refund amount where applicable.

For complete details, please visit our Return & Refund Policy page.

Question #8: When will I get my refund after returning a product?

Answer: Refunds are processed after the returned item is received and inspected. If approved, the refund is usually credited to the original payment method within 5–7 business days, depending on your payment provider.

Any applicable return handling or shipping charges may be deducted from the final refund amount.

Question #9: Do you offer any warranties or guarantees on your products?

Answer: We handle product issues according to our Return & Refund Policy. If your item arrives damaged, defective, or incorrect, please contact us within the return window so our team can review and assist you.

Question #10: How can I contact customer support?

Answer: You can contact our customer support team by email:

Email: support@lorienna.com

We aim to respond to all email inquiries within 1–2 business days.

Question #11: Do you ship internationally?

Answer: We may ship to supported regions depending on product availability, shipping options, and delivery location. Available shipping options and charges will be shown at checkout.

Question #12: Do you have a physical store location I can visit?

Answer: We are an online-only store. This allows us to offer a convenient shopping experience and serve customers through our website.

Question #13: Can I place a bulk order for my business or organization?

Answer: Yes, bulk order requests may be accepted depending on product availability and order quantity. Please contact our support team at support@lorienna.com for assistance.

Question #14: What is the process for exchanging a product?

Answer: Exchanges are available only for wrong, damaged, or defective items and are subject to stock availability. If a replacement is unavailable, we may offer a refund or another suitable resolution.

For complete details, please refer to our Return & Refund Policy.

Question #15: How can I track my order?

Answer: You can track your order through the Track Order page on our website, if available. You may also refer to the tracking details shared by email once your order has been shipped.