Do you need to exchange or return and item? We make this easy!

As long as the shoes are unworn and in their original box, we’d be happy to exchange or give you a store credit or a refund within the first 28 days of receiving your goods. To arrange a return, send an email to Don’t forget to quote your order number.

Upon receipt of the item/s, we will inspect them and if they are returned in accordance with this Refunds & Return Policy and we are satisfied that you are entitled to a refund, store credit or exchange, we will issue you with the refund or exchange.

Customers are responsible for shipping costs to return items to our warehouse. Please keep the tracking information for the items you are returning. We will cover the postage cost to send your exchange pair[s] to you [once per order].

The fine print

East Coast distributors (AUST) Pty Ltd (A.C.N.137 918 417) trading as Lorella (A.B.N.71 137 918 417) (we, us, our, or Lorella) makes every effort to be fully transparent at all times. Accordingly, we have developed this Refunds & Returns Policy to ensure that you are fully aware of your rights with respect to refunds and returns.

Returns and refunds

If you are concerned about your entitlement to a refund or exchange, we recommend that you read on to learn about your rights and our obligations to you.

Your entitlement to a refund or exchange

You will be entitled to a refund or exchange where we are required to do so under any relevant laws, including the Australian Consumer Law. You may ask for a refund or exchange, if an item has a major problem, or is not what you expected it to be (wrong colour or fit for example).

In the event that you believe that you are entitled to a refund or exchange, you must provide us with:

  • your full name and address;
  • the original order number; and
  • the reason for claiming the refund or exchange.

Returning items to us

If you wish to return an item to us, we recommend that you do so as soon as possible after becoming aware of the issue, prompting your request for a refund or exchange.

Delayed claims for refunds or exchanges may lead to your request for an exchange or refunds being rejected.

We reserve the right to assess the condition of a returned item prior to offering a refund or exchange. This may result in a refund or exchange being refused by us.

Exchange and refund valuation

You may be entitled to a refund equal to the cost of the item only. You may be entitled to an exchange for an identical item, or one of a similar value.

The value of a returned item is determined by the amount paid and listed on your invoice or receipt. If you are exchanging for a new item, the value of the item is determined by the online listed price at the time your exchange is processed.

Exchanges are subject to availability. If your preferred item is not available at the time you will receive a refund or online credit.

During sale periods, returns may take up to ten (10) business days to process.

Faulty items

For items purchased via the Lorella website, please email us a photo of the fault.

We reserve the right to assess the condition and age of the returned items prior to offering an exchange, discount voucher, refund or repair.

For items purchased through third party websites or stockists, please contact the website or stockist through which you purchased the product.

Return delivery charges for faulty items

We recommend you return the item to us via Registered Post so that the delivery can be tracked. All shipping costs will be the responsibility of the customer, until such time that we have confirmed that there is a fault with a product or that we have made a shipping error.

Provision of refunds or exchanges to you

If after assessing the condition of the returned item/s, your refund is approved, we will send you an email confirming that your refund will be issued. Please allow six (6) business days for refunds to be processed (longer during sales periods).

All refunds will be issued via the same payment method used to purchase the items. There may be delays in the provision of the refund that may be caused by the issuing bank. Please contact us if you have not received your refund within five (5) days of us notifying you that a refund has been issued.


Please email us if you have any questions regarding our Refunds & Returns Policy.

Refunds & Returns Policy last updated on 13 August 2021.