FAQ

Where does Lonely ship to?

Lonely ships worldwide! If you can’t select your country at checkout, get in touch with us via email or Live Chat and we will see what we can do.

How long will it take?

  • Processing of your order takes 1 – 3 working days.
  • From here, delivery within New Zealand takes 2-3 working days, international delivery can take between 3-5 depending on your location globally, providing there are no customs or weather delays.

How much will it cost me?

  • Shipping within New Zealand is from $5.
  • Shipping to Australia and the United States is from $10.
  • Shipping to the United States is from $20.
  • Shipping to the rest of the world is from $20.
  • We use tracked FedEx shipping methods for all international packages.

My country is not showing, how can I place an order?

Please contact shop@lonelylabel.com and we will see what we can do.

Do I have to pay for the tax and duties on the shipment?

Yes, these are not included in your order total and are determined at destination. Any import taxes and customs clearance charges are the responsibility of the consignee. Each country has different thresholds for these charges, we advise you to check with your local customs for full details on any fees/delays that might be incurred. Please note, if a consignment is unable to be delivered due to refusal of these charges, the consignment will be abandoned, find more info here.

I entered the wrong address, can I change it?

If you would like to change/alter your shipping address please contact shop@lonelylabel.com as soon as possible, if your order has already processed through dispatch we will be unable to make any changes.

I placed two orders, can I ship them together?

All our shipments must match the corresponding invoices for customs, at this stage we are unable to combine invoices once orders have been placed.

Can I mark this as a gift/lower value?

For legal reasons we cannot declare items as a lower value, as the invoices must read true to the contents of the package and the initial transaction.

What if my currency isn’t shown?

If your currency isn’t shown you can view in any currency that is most relatable to your location, your order at checkout will be converted and processed in New Zealand dollars.

What forms of payment do you accept?

We accept payment by PayPal account only.

What sizes do you do?

Lonely works to compliment the natural shape, we celebrate and promote natural beauty.

We offer a diverse range of sizes in our bra’s that run from band 8/30 -14/36 and cup size A – F, briefs are offered in XS-XL. Clothing and swim is available from 6/XS – 14/XL

How do I find my size?

Our size guide is available in store and at lonelylabel.com, you can use this to compare your measurements and find the best Lonely size for you. Everyone has different preferences of how they like their lingerie to fit, it’s important to keep this in mind when comparing your measurements. Lonely lingerie provides a medium level of support which varies across our styles, we would love you to get in touch with Team Lonely to find the perfect Lonely bra to fit your needs. Please take note of the ‘Size and Fit’ section of each product incase a particular style runs larger or smaller.

How do I know what style will be right for me?

Team Lonely can assist you via Live Chat or email shop@lonelylabel.com to help you with specific requirements such as best sellers, Lonely classics, supportive styles etc.

Why don’t you do my size?

We are constantly looking to expand, though we face limitations with demand and reaching factory minimums. Currently we are proud to offer up to 24 sizes across our range including band sizing from 8/30 to 14/36 and cup sizing from A – F.

When will you be restocking my size?

Unfortunately we don’t often re stock on sizes, we encourage our Lonely guests to consult Team Lonely on our live chat at lonelylabel.com or via email shop@lonelylabel.com if you are unable to locate your preferred style and size.

The item I want is out of stock online but I can see it is available in one of your stores?

Lonely is able to ship within New Zealand from our Wellington and Ponsonby retail stores, we suggest you contact the store directly should the item you be after be available there.

At this stage we are unable to ship internationally from our local retail locations.

Can I return my item?

Yes, we accept back garments purchased on lonelylabel.com if they are in original unworn condition, our returns terms & conditions and the returns process must be followed, full details are available here.

How long will it take to process my return?

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

Can I return an item to one of your stores?

Any items purchased from lonelylabel.com must be returned through lonelylabel.com and are unable to be returned to our physical retail stores.

Can I exchange my item?

We are unable to exchange items, if the item you have is not correct please follow our returns procedure for a full refund and place a new order.

I have worn my item but am I able to return it?

Only items that are in original unworn condition are able to be returned, all returns will undergo inspection prior to a refund, full terms & conditions can be viewed here.

Where are your items made?

We currently work with a group of small family run factories that we have great relationships with, offshore in China, and here in New Zealand. We select where our product is made based on the skill set and standard of the manufacturers. Lonely currently works directly with all vendors to ensure that they comply with our practices.

How can I work for Lonely?

At Lonely we consistently seek honest, open and driven individuals to join us. If you are passionate about the Lonely brand and product, have a warm personality with a passion to make a difference in the lives of women, we encourage you to get in touch, please send your CV through to careers@lonelylabel.com and include the following information in your application.

  • What position are you applying for?
  • Why do you want to work for Lonely?
  • What personal values do you hold that align with Lonely’s brand message?

Where is Lonely from?

Lonely is based in Auckland, New Zealand in a beautiful little studio. All garments are designed and sampled here where a studio team of around 15 overlook design, marketing, sales, retail, ecommerce, production, dispatch and customer care.

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