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Customer Help

We accept payments from all major credit cards via Paypal.

All orders are processed in New Zealand Dollars (NZD).

Items on lonelylabel.com are shown in other currencies based on your currency selection, this is updated frequently to reflect the current exchange rate however a slight price variation of between 2 and 5% may occur due to fluctuating exchange rates.

When an order has been placed it is charged to your credit card Paypal account in New Zealand Dollars.

When an item is charged to your credit card you may be charged additional fees determined by your bank. We take no responsibilities for any extra charges that may be incurred at the receivers end.

If for any reason the items you have purchased are unavailable or short supplied we will notify you and issue you with an immediate refund or exchange.

Any questions please do contact us on the below Live Chat or shop@lonelylabel.com we are happy to hear from you!

We ship Worldwide!

Depending on where you live the options available to your area will be selectable in the drop down menu in the shipping section at the check out.

If you do not see an option available for your area then please contact us and we will assist you with shipping.

Your order will be shipped out once payment has been received in full, please note, order processing can take between 1-3 working days.

During sale periods our processing time may take up to 5 working days, we thank you for your patience and support.

New Zealand $5

2-3 working days from processing

Australia from $10NZD

3-4 working days from processing

USA from $20NZD

4-5 working days from processing

Canada from $20NZD

4-5 working days from processing

UK from $20NZD

4-5 working days from processing

France from $20NZD

4-5 working days from processing

Japan from $20NZD

4-5 working days from processing

We ship worldwide if you are unable to select your country at checkout, please contact us and we will assist you.

For more information on urgent shipping please contact shop@lonelylabel.com

Duties, Taxes, and Border Charges.

Extra fees are added at your border if your package exceeds your local Threshold levels for personal imports.
Please be aware that every country has different customs laws, and international orders may incur local charges upon delivery.Any taxes, duties and customs fees into any country outside of NZ are responsibility of the receiver.In the event the package is returned to us we can deduct any charges of taxes, duties and customs fees imposed on us from their refund amount. For the indicative Entry costs into your Country, please check here: International Border charges.

More Information

We will email you once your order has been dispatched. At this point, all traced deliveries will receive a tracking number. We cannot change the delivery address once an order has been shipped.
Deliveries are sent during normal business hours.
Purchases made on weekends/public holidays will be processed and sent on the next business day.
All orders are shipped out of New Zealand's Lonely Warehouse.
Lonely is not responsible for delays caused by adverse weather conditions or the customs clearance process.
We do not ship to PO Boxes.
In the case that our Carrier is unable to deliver a package due to an incorrect address entered by the customer, the customer’s refusal to pay duties, multiple failed attempts to reach the customer at point of delivery, or otherwise, Lonely Hearts is not responsible for payment of return shipping costs or costs to resend the package.
The customer is responsible for all shipping costs associated with returned packages due to failed delivery.
We endeavour to ship items out as quickly as possible however there may be some delays around sale times and public holidays.

We are a small but busy team, we are consistently working to improve our customer service and processes however we strongly encourage you to contact us prior to purchase with any concerns around sizing, style and fit.

Please note, no exchanges or returns are available for items purchased on sale.

We endeavour to process all exchanges and faulty items upon arrival, however during busy times this can take up to a maximum of 10 working days.

How to return an item:

  1. An email must be sent to shop@lonelylabel.com within 48 hours of receiving your order. Please state your order number, styles and sizes, the reason for your return and confirmation the item is in an unworn condition with tags attached and in original packaging.
  2. A returns form has been filled out and returned with your garment(s). This is included in your order.
  3. Item(s) are sent back to us at the customers cost using a traceable shipping method within 5 days of receiving the item, unless your garment is deemed faulty in which case we will reimburse the shipping charge.
  4. All items are assessed at lonelylabel.com to ensure our returns standards are met prior to sending out an exchange and or issuing a refund.

Exchanges & Returns

We only accept back garments purchased through lonelylabel.com.
We accept exchanges on size only based on availability at the time we receive your return.
We do offer refunds for change of mind, however our returns process above must be followed or packages will be returned to sender.

Approval must be gained by our Customer Care at shop@lonelylabel.com within 48 hours of receiving your order, further to this your item must be returned to our web store within 5 days.

We will not accept any exchanges on change of mind outside of the above time frames.

We are unable to accept any exchanges that have been worn or returned in a soiled condition, all items must be in original condition with tags attached.
We reserve the right to refuse a return if the merchandise does not reach our standards.

We are unable to exchange items purchased on sale or at a discounted price, this includes flash sales and discount codes, unless deemed faulty.

All shipping costs relating to an exchanged/returned item are the responsibility of the customer unless the item is deemed as faulty.

Faulty Garments

We accept back only faulty garments purchased through lonelylabel.com.

Any garments purchased through our Ponsonby or Wellington stores must be returned to the Ponsonby or Wellington locations.

Any garments purchased from another stockist must be returned to that stockist.

If you have received an item that you believe to be faulty please contact our Customer Care within 48 hours of the item arriving shop@lonelylabel.com
If you have an item that becomes faulty over time please contact our Customer Care within 48 hours of noticing the fault shop@lonelylabel.com
We are unable to accept a return outside of 12 months from the purchase date.

All faulty items must be assessed here at Lonely prior to a repair, exchange or refund being issued.

We reserve the right to repair or replace the garment in question in the first instance.

Please note, we do no accept, exchange or refund items for general wear and tear or mis-use, our Production Team will assess each return individually.
We strongly urge you to follow carefully all washing and care instructions.

Important Information

Return postage and tracking is the responsibility of the customer, we strongly suggest a traceable shipping method when returning items to lonelylabel.com.
We are unable to accept any exchanges or faulty item returns on soiled or unclean garments for hygienic purposes, we strongly recommend trying items over underwear until you have decided to keep your order.
For ease of processing no returns or exchanges will be accepted if our Customer Care have not been notified, we reserve the right to return to sender any packages that have not gained approval prior.
Shipping charges will only be refunded if an item is deemed faulty and has been assessed by lonelylabel.com
We are unable to refund any duties or taxes, we recommend that you contact your local customs office if you wish to claim back taxes and duties on returned orders.

If you have any questions or queries or require any further clarification please contact us on:
shop@lonelylabel.com

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Lingerie

Always follow specific care instructions on the inside of each garment.

Some tips to follow:
Wash in mild water, never hot.
Wash light and dark colours separately.
Use gentle detergent, liquid is kinder and easier when hand washing.
If hand washing, avoid rubbing.
Never tumble dry.
Gently reshape pieces if necessary before drying.
Avoid hanging in sunlight.
Don't use pegs to hang, just drape or dry on a hanger.

Swimwear

Always follow specific care instructions on the inside of each garment.

Some tips to follow:
Always rinse garments in clean drinking water straight after wear.
Avoid leaving garments damp where possible.
Squeeze water our gently, do not ring or twist.
Wash in mild water, never hot.
Wash light and dark colours separately.
Use a gentle detergent, liquid is kinder and easier when hand washing.
When hand washing avoid rubbing.
Do not tumble dry.
Gently re shape pieces if necessary before drying.
Avoid hanging in sunlight.
Do not use pegs to hang, just drape and dry on a hanger.

Lounge

Always follow specific care instructions on the inside of each garment.

Ready to Wear

Always follow specific care instructions on the inside of each garment.

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