Buying Guide

 

How to Buy

Shopping with Lorraine Sui is very easy. Just follow these steps: 

  1. Browse our online shop at lorrainesui.com.
  2. View the products you are interested in and click on the photograph to zoom in and see every detail and available colours.
  3. Select an item and the colour you like and add it to your basket. You can then choose to continue shopping or to process order.
  4. Click on your cart to process your order. 
  5. Choose your location and enter any coupon codes on the checkout page.
  6. Confirm the order.
  7. Pay for your order.
  8. You will receive an email confirming your order.
 

General Information

In which countries is it possible to shop online?
We currently ship to Canada and Continental US only. 

How many languages is it possible to browse in?
The Lorraine Sui online store is currently only available in English.

What is your price adjustment policy?
We do not offer any price adjustments.

Are out-of-stock items restocked?
If an item is out of stock, we will try to restock it as soon as possible. If no stock is available, your order will be on backorder until we restock.  We will contact you on all backorders.

Will I receive the same product that I see in the photo?
Yes. Our product may be updated, we keep our online store product photos updated as well. 

How can I be sure that I've made my purchase correctly?
Once you have placed your order, you will receive a confirmation email. If you do not receive an email, contact our customer service

Can I track my order?
No. Unfortunately, Lorraine Sui does not currently offer order tracking. 

Can I remove items from my order?
Yes. You can delete any unwanted items from your shopping bag as long as the order hasn’t been processed yet.

Can I cancel my order?
You may cancel your order as long as it has not been shipped out.  Once your order has been shipped, we will not be able to cancel your order. You will have to process a return with customer service

What should I do if I receive a faulty item?
Lorraine Sui strives to sell items in perfect condition, and in the rare event of receiving a faulty item, please contact our customer service and we will offer you options to ensure you are satisfied.

What should I do if I receive an incorrect item?
If you were to accidentally receive an item that you did not order, please contact our customer service.

 

Payment Information

What payment method can I use to make my purchase?
Lorraine Sui accepts all major credit card via Stripe only as our payment method.

Why might my credit card be refused by Stripe?
Your credit card may be refused for any of the following reasons:

  • The card may have expired. Check that your card is still valid.

  • You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.

  • You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.

Is it safe to use my credit card through Stripe?
The Stripe site is highly secure. They are Certified PCI level 1, the most stringent level of certification, to keep your information safe.

For more information on Stripe’s security, please visit their website.

 

Shipping & Delivery

Where can I receive my order?
It can be sent to an address selected by you (home, work, etc.) or a PO box.  For US customers, we only ship to the lower 48 states at the moment.

Is shipping free?
Free shipping only available in Canada. If you are shopping from outside of Canada, please contact us for a direct shipping quote. 

Can the delivery country be different from the purchase country?
No. The delivery country must always be the same country in which the purchase was made.

How long will my order take to arrive?
Standard deliveries take 7 to 14 business days. We do not currently offer Express Shipping at the moment.

How much do I pay for delivery service?
Standard parcel service is a flat rate of $20.00 USD. We do not currently offer Free Shipping at the moment.

Can I track my order?
No. Unfortunately, Lorraine Sui does not currently offer tracking. 

 

Returns

How do I return an item?
Please contact our customer service by emailing lorrainesui.store@gmail.com for instructions on how to return an item.

Please note that it is always necessary to have received the merchandise prior to requesting a refund.

How long do I have to return an item?
All returns must be made within 30 days of the e-mail confirming the order has been processed.

Do I have to pay anything to return my items?
You will be responsible for the shipping fee to return your items.

How will I receive my refund?
Once the return has been approved, you will receive your refund via the same means used to make your purchase.

When will I receive my refund?
Once the return has been approved (the items have to be in perfect condition and internal labels must be intact) you will receive a confirmation email from Stripe indicating that the refund will be paid into your account within a few days.

Remember that payments to your credit card always depend on your bank/building society.

What should I do if the refund amount is incorrect?
Contact our customer service, and we will solve the problem as quickly as possible. Lorrainesui.com reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were received.
 

 

Exchanges

Can I exchange my products?
If you wish to exchange an item, you have to return the item and make a new purchase online.

How long do I have to make an exchange?
All returns and exchanges must be made within 30 days of the e-mail confirming that the order has been processed.