Returns, Refunds & Cancellations

Last updated: 30 September 2026

At Lorien Maison, we want returns and refunds to be clear and straightforward.

This policy explains our 30-day return period, return shipping costs, refunds, exchanges and cancellations.

30-Day Returns

You may request a return within 30 days of receiving your order.

For change-of-mind returns, items must be:

• Unused and unworn
• In their original condition
• Returned with original tags, labels and packaging
• Free from stains, odours, washing, alterations or damage

You may try an item on as you reasonably would in a physical store, provided it remains in its original condition.

Please contact us before sending a return so we can provide the correct return instructions and return address.

Items That Cannot Be Returned for Change of Mind

For hygiene or customisation reasons, we cannot accept change-of-mind returns for:

• Personalised or custom-made products
• Products with a hygiene seal that has been removed or broken
• Underwear, bras, shapewear, swimwear or similar intimate items where the hygiene seal has been removed
• Items that have been worn, washed, altered or damaged
• Items that are no longer in their original condition

These exclusions do not limit your rights under Australian Consumer Law if an item is faulty, damaged, unsafe, incorrect or does not match its description.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives.

If an item is faulty, damaged, incorrect or significantly different from its description, contact us as soon as possible at contact@lorienmaison.com.

Please include:

• Your order number
• Your full name
• A description of the issue
• Clear photographs or video where appropriate

We will review the issue and provide an appropriate remedy in accordance with Australian Consumer Law. Depending on the circumstances, this may include a repair, replacement, refund or another appropriate solution.

There is no restocking fee for approved returns.

Return Shipping Costs

For change-of-mind returns, the customer is responsible for the direct cost of returning the item.

Any customs, taxes or clearance charges associated with a voluntary change-of-mind return may also be the customer's responsibility where applicable.

If an item is faulty, damaged, incorrect or otherwise covered by your rights under Australian Consumer Law, we will handle reasonable return arrangements as required by applicable law.

Return Address

Our orders may be fulfilled from our international fulfilment facility:

Fulfilment Warehouse
Building 4, 4th Floor
58 Baiye Road
523000 Guangdong
China

This is not automatically the address for every return.

Please do not send a return to our warehouse or business address without first receiving return instructions from our customer support team.

The correct return address will be provided after your return request has been reviewed.

How to Request a Return

To start a return, email:

contact@lorienmaison.com

Please include:

• Your order number
• The item you wish to return
• The reason for the return
• Your full name
• Photos or video if the product is damaged, faulty or incorrect

We normally review return requests within 3–5 business days.

Please wait for our return instructions before sending your parcel.

Exchanges

We may offer an exchange where available.

If the requested replacement is unavailable, we may offer another suitable option or a refund, depending on the circumstances.

Your rights under Australian Consumer Law are not affected by our exchange policy.

Order Cancellations

You may request to cancel your order within 30 minutes of placing it, provided processing has not already started.

To request a cancellation, email contact@lorienmaison.com as soon as possible.

Once an order has entered processing or dispatch, cancellation may no longer be possible.

If we are unable to cancel the order, you may still request an eligible return after receiving it.

Refunds

Once your eligible return has been received and inspected, we will email you with the outcome.

Approved refunds are issued to the original payment method.

Please allow approximately:

• 3–7 business days for us to inspect and process an eligible return after it is received
• 5–10 business days for your bank or payment provider to display the refund after it has been issued

Bank processing times are outside our control and may vary depending on your payment provider.

Change-of-Mind Refund Deductions

For voluntary change-of-mind returns, the following costs may not be refundable where applicable:

• Original shipping charges
• Premium or optional insured delivery charges
• Return shipping charges
• Customs duties, taxes or clearance charges associated with the return

This section does not limit any refund, reimbursement or remedy you may be entitled to under Australian Consumer Law.

Promotions & Partial Returns

If your order was purchased using a promotion, bundle or discount and only part of the order is returned, the refund may be recalculated based on the items you keep.

For example, if the remaining items no longer meet the conditions of the original promotion, the promotional discount may be adjusted accordingly.

We do not charge a restocking fee for approved returns.

Incorrect Delivery Address

Please check your delivery address carefully before completing your purchase.

If you notice an error after placing your order, contact us immediately at contact@lorienmaison.com.

We will try to assist, but we cannot guarantee that an address can be changed after processing or dispatch has started.

If a parcel cannot be delivered because an incorrect or incomplete address was provided by the customer, reasonable additional shipping costs may apply.

Refused or Uncollected Parcels

If a parcel is refused, not collected or returned because of an incorrect or incomplete customer-provided address, reasonable costs already incurred may be deducted from an eligible change-of-mind refund.

These may include:

• Return shipping costs
• Reshipping costs
• Customs or clearance charges

This does not limit your rights where the return results from a fault, incorrect item or another issue covered by Australian Consumer Law.

Missing or Lost Parcels

If tracking shows your parcel as delivered but you cannot locate it, please contact us at contact@lorienmaison.com.

We will assist with the carrier investigation where possible.

If a carrier confirms that a parcel was lost before successful delivery, we will provide an appropriate solution, which may include replacement or refund depending on the circumstances.

Australian Consumer Law

Because Lorien Maison sells directly to customers in Australia, applicable Australian Consumer Law protections may apply to your purchase.

Our goods come with consumer guarantees that cannot be excluded under Australian Consumer Law.

Where applicable, you may be entitled to a repair, replacement, refund or another remedy if a product:

• Has a major problem
• Is unsafe
• Is significantly different from its description
• Is not fit for its normal or disclosed purpose
• Does not perform as represented

Nothing in this policy excludes, restricts or modifies any consumer right or remedy that cannot legally be excluded.

Contact Us

If you have questions about a return, refund, cancellation or order, contact:

Lorien Maison
Email: contact@lorienmaison.com

Customer Support Hours:
Monday to Friday
8:00 AM – 5:00 PM AEST

We normally respond within one business day.

Business Information

Lorien Maison is an online womenswear retailer operated by WHESANTOS, LLC.

Our online store serves customers in Australia and prices are displayed and charged in Australian Dollars (AUD).

Legal Business Name: WHESANTOS, LLC
Business Address:
2810 SW 104th Ct
Miami, FL 33165-2723
United States

Customer Support:
contact@lorienmaison.com

Fulfilment Facility:
Building 4, 4th Floor
58 Baiye Road
523000 Guangdong
China

Please do not send returns to either address unless our support team has provided written return instructions.