Welcome to the Lorvali FAQ page. We're here to answer your questions and help your shopping experience go smoothly. If you can't find what you're looking for, please get in touch.
Question 1: How long will it take to receive my order?
Answer: Orders are processed within 1-2 business days, and standard delivery then typically takes 6-12 business days. In total, you can expect your order to arrive within 7-14 business days of placing it. Every order includes tracking, and we'll email you your tracking details once your order has shipped. For more details, see our Shipping Policy.
Question 2: Do you offer free shipping?
Answer: Yes. Standard shipping is free on all orders delivered within the United Kingdom. The price you see at checkout is the price you pay, with no import charges on delivery. See our Shipping Policy for more information.
Question 3: Where is Lorvali located, and where do you ship from?
Answer: Lorvali is an online store based in Oamaru, New Zealand. Orders are dispatched from our international fulfilment partners, and we currently deliver to the United Kingdom only.
Question 4: What if I receive a faulty or damaged product?
Answer: Please contact us as soon as you can at admin@lorvali.com with your order number and a brief description of the issue. Photos help us resolve things faster but aren't required. We'll review your case promptly and arrange either a replacement or a refund, as set out in our Returns & Refund Policy.
Question 5: Can I cancel my order after it's placed?
Answer: Yes, you can cancel your order before it ships. Once your order has shipped, you're welcome to return it after delivery by following our standard return process. Email admin@lorvali.com for assistance.
Question 6: What is your return policy?
Answer: You can cancel any order within 14 days of receiving your goods, and we also accept return requests for up to 30 days after delivery. For returns in days 15-30, items should be unused, undamaged and in their original packaging. To start a return, email admin@lorvali.com with your order number. Returns are sent to our office: Lorvali, 26 Torridge St, Oamaru 9400, New Zealand. Please email us before posting so we can match your parcel to your order. For change-of-mind returns, the cost of postage is yours. For faulty items, we cover it. For full details, see our Returns & Refund Policy.
Question 7: When will I get my refund after returning a product?
Answer: For change-of-mind returns, we'll refund you within 14 days of receiving your item back or of receiving proof that you've posted it. Refunds go back to the payment method you originally used, and how soon the money shows in your account depends on your bank or payment provider.
Question 8: Do you offer any guarantees on your products?
Answer: Every order is covered by our 30-day return window and by your legal rights as a consumer, including your rights under the Consumer Rights Act 2015 if goods are faulty or not as described. See our Returns & Refund Policy for full details.
Question 9: How can I contact customer support?
Answer: You can email us at admin@lorvali.com or call +64 21 028 16982. We aim to respond within 24 business hours on working days.
Question 10: Do you ship internationally?
Answer: At the moment, we deliver to the United Kingdom only, with free standard shipping.
Question 11: Do you have a physical store I can visit?
Answer: No, Lorvali is an online-only store, so we don't have a shop or showroom open to visitors.
Question 12: What if I need help choosing a product?
Answer: We're happy to help. Email us at admin@lorvali.com with a few details about your space or what you're looking for, and we'll do our best to point you in the right direction.
Question 13: How can I track my order?
Answer: Once your order has shipped, we'll email you a tracking number, which you can use to follow your parcel's journey.
Contact Information
Store Name: Lorvali (a trading name of ALORA GI LIMITED)
NZBN: 9429053050243
Registered Office and Address: 26 Torridge St, Oamaru 9400, New Zealand
Email: admin@lorvali.com
Phone: +64 21 028 16982
Customer Service Hours: Monday-Friday 9:00 AM-5:00 PM / Saturday-Sunday 11:00 AM-3:00 PM (GMT) Edinburgh, London time
We aim to respond within 24 business hours on working days.