FAQ

Frequently Asked Questions

Got a question? We've got you covered. Browse the topics below to find the answers you're looking for. If you can't find what you need, don't hesitate to reach out to our team at info@lorewil.com.

 

Orders & Shipping

1. How long does it take for my order to arrive? Once your order has been placed, it will be processed within 1 to 2 business days (Monday to Friday). After processing, your order is handed over to one of our delivery partners, with an estimated transit time of 5 to 7 business days. In total, you can expect your order to arrive within 6 to 9 business days from the date of purchase.

2. Do you offer free shipping? Yes! All orders shipped within Canada qualify for free shipping, with no minimum order value required. No discount codes or conditions — free shipping is applied automatically at checkout.

3. Do you ship internationally? At this time, Lorewil ships exclusively within Canada. We do not currently offer international shipping.

4. What is the order processing cut-off time? Orders placed before 11:00 PM Eastern Time (EST) are queued for processing the same day. Orders placed after this cut-off will be processed on the next business day.

5. Will I receive a tracking number? Yes. Once your order has been dispatched, you'll receive a shipping confirmation email containing your tracking details. You can use this to follow your package's progress through our Order Tracking page.

6. What if my order is delayed or hasn't arrived? If your order is taking longer than expected or appears to be missing, please contact us at info@lorewil.com as soon as possible. We'll look into the situation with the carrier and work to get it resolved for you quickly.

 

Returns & Refunds

1. What is your return window? You can request a return within 30 days of the date your order was delivered. Unfortunately, return requests submitted after this period cannot be accommodated.

2. What condition does the item need to be in for a return? Items must be unused, in their original condition, and returned with all original packaging, tags, labels, and accessories included. We are unable to accept returns for items that appear to have been used or damaged due to customer handling.

3. Who pays for return shipping? This depends on the reason for your return. If your item arrived damaged, defective, or incorrect, Lorewil will cover the return shipping costs. If you're returning an item due to a change of mind — such as ordering the wrong size or colour — the return shipping costs will be your responsibility.

4. How do I start a return? All returns require prior approval before sending anything back. Here's how it works:

  • Step 1 — Contact Us: Email us at info@lorewil.com with your order number and the reason for your return.
  • Step 2 — Wait for Approval: Our team will review your request and send you return instructions.
  • Step 3 — Pack Your Item: Carefully repack the item in its original packaging with all included materials.
  • Step 4 — Ship It Back: Send the package according to the instructions provided. If applicable, you'll need to arrange and pay for your own return label.

5. How long does a refund take? Once we've received and inspected your return, you'll be notified by email. If approved, your refund will be issued to your original payment method within up to 14 business days, depending on your bank or payment provider.

6. Can I exchange an item? Yes! If you'd like a different size, colour, or product, please contact us before sending your item back. Our team will guide you through the exchange process.

 

Payment

1. What payment methods do you accept? We accept the following payment methods: Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay, and Shop Pay.

2. What currency are prices displayed in? All prices on our website are displayed and processed in Canadian Dollars (CAD). Any currency conversions applied by your bank or payment provider are outside of our control.

3. Is it safe to pay on your website? Absolutely. All transactions are protected using industry-standard encryption. Lorewil does not store full payment card details on its servers at any point.

4. Will I be charged taxes? Applicable taxes are calculated automatically at checkout based on your shipping address. The full total, including any taxes, will be clearly displayed before you confirm your order.

5. My payment failed, what should I do? First, double-check that your payment details have been entered correctly and that your card is authorized for online purchases. If the issue persists, try using a different payment method or contact your bank directly. You're also welcome to reach out to us at info@lorewil.com and we'll do our best to help.

 

Contact & Support

1. How can I contact Lorewil? You can reach our support team by emailing info@lorewil.com. We aim to respond to all enquiries as quickly as possible.

2. I haven't received my order confirmation email, what should I do? Please check your spam or junk folder first. If you still can't find it, contact us at info@lorewil.com with your name and the email address used at checkout, and we'll look into it for you.

3. I received the wrong item, what now? We're sorry to hear that! Please contact us at info@lorewil.com as soon as possible with your order number and a description of the issue. We'll make it right.

4. My item arrived damaged, what should I do? Please get in touch with us at info@lorewil.com right away. Include your order number and, if possible, a photo of the damage. We'll arrange a resolution for you as quickly as possible.

 

Still have a question that isn't listed here? Reach out to us at info@lorewil.com and we'll be happy to help.

 

Business Information

  • Website name: Lorewil
  • Operated by: SJG ECOM LLC
  • Registered address: 600 E 5th Street, Wilmington, Delaware 19801, United States
  • Company number: 5839472

Contact Information

Business hours
Monday-Friday: 8:00 a.m.-8:00 p.m.
Saturday-Sunday: 8:00 a.m.-4:00 p.m.
We always strive to respond within 24 hours.