How do I request a brochure?
You can request a brochure by telephone on 01425 626147 (Monday-Friday 9am-5pm), by email to info@biancalorenne.co.uk or by going to the help/contact us section of the website and entering your details into the form.

How do I request a fabric sample?
Locate the product you require from the our products menu and click on the 'request a fabric swatch' icon. Enter your details into the online order form. We aim to have swatches to you within 5 working days.

How do I place an order online?
Simply select your chosen products and click 'add to basket'. Once you have finished shopping, proceed to the checkout. Please see our payment and delivery section for more details on how to make your order online.

Can I place an order over the telephone?
Yes! Just give us a call on 01425 626147 Monday to Friday between 9am and 5pm and we will be happy to help you.

Do I need to set up an account to place an order?
You will need to set up an account to order online. This is a very quick process and will then enable you to track your order, amend your personal details and add alternative delivery addresses.

What do I do if I have forgotten my password?
Select 'login' from the home page and click 'forgotten password'. You will then be prompted to enter your email address. Then simply click 'continue' and a new password will be sent to your email address. Please check your 'junk mail' if you cannot find your email. Once you have logged in with your new password, we recommend you go to the 'my account' section and change your password to something memorable.

What are your delivery costs?
Delivery is free for all orders over £100. For orders under £100 our delivery charge is £10.

How do I add a different delivery address?
Go to the 'my account' section and select 'modify your address book entries'. Here you can edit, delete and add new addresses to your account. Simply click on 'new address' and enter the details before clicking 'continue'. This new address will then be available for you to select when you make an order.

Which forms of payment do you accept?
We accept Visa, Visa Debit, Visa Electron, Mastercard, Delta and Solo cards.

When will my card be charged?
Your card will be authorised at the time of ordering, but will not be charged until the order is dispatched. See our payment and delivery section for more details.

What information will I receive when I have placed an order?
You will receive an email confirmation that your order has been placed and updates on its progress until delivery. If there are any problems or delays with your order we will email you directly.

Can I change my order?
This will depend on which stage your order has reached. We do try to process orders as quickly as possible, so contact us immediately on 01425 626147 (Monday-Friday 9am-5pm) or email sales@biancalorenne.co.uk as we may well be able to make the changes you require. If an order has already been dispatched then we can help you resolve any issues this may present.

Can I cancel my order?
You can cancel an order for any reason up to the point of dispatch. As we try to process orders as quickly as possible, we recommend you contact us immediately on 01425 626147 (Monday-Friday 9am-5pm) to ask us to cancel. Please try to have your order number, which you will find on your email confirmation, to hand. For full information on your right to cancel please see our Terms and Conditions section.

Can I order from overseas?
Please contact us with regards to ordering from overseas. Please note that although no VAT will be charged for purchases dispatched outside the European Union, local import duties may be payable upon receipt of your items. Delivery charges will also be made at cost and are calculated on the weight and volume of the parcel.

What is your returns policy?
Our returns policy can be found on our returns policy section. Any returned products must be unused, unaltered, unwashed and in their original packaging.  

How do I make a return?
We want you to love your purchase, but if for any reason you are not happy with it you can return any item within 14 days of receiving your order. Products must be unused, unaltered, unwashed and in their original packaging. Please see our returns policy section for full details.

How do I contact you?
The easiest way to contact us is to fill in the form on our help/contact us page. Alternatively you can call us on 01425 626147 (Monday-Friday 9am-5pm) or email info@biancalorenne.co.uk

How do I make a complaint or tell you about a good experience?
We are always delighted to hear from you, so please do let us know if our products or services do not exceed your expectations. Please contact us as soon as possible so that we can resolve your problems quickly and learn from where we have gone wrong. Contact us on 01425 626147 (Monday-Friday 9am-5pm) or email info@biancalorenne.co.uk. Alternatively if you have had a particularly good experience we would also love to hear from you.

How do I review a product?
Simply select the product from the our products menu, click on 'write a review' and enter your name, any comments and a rating. Then just enter the security code and click 'continue'.

How do I care for my purchases?
Follow the instructions on the product label, the care information that was included with your purchase or go to the product care section of the website for further information.

Can I purchase a gift voucher?
Yes! Just get in touch with your email address and the email address of the recipient. We can then send them a personal message from you including a personal code that they can enter at the checkout. Gift vouchers are valid for 6 months.

Is there a question we have missed?
For any other questions please email info@biancalorenne.co.uk or use the form on the help/contact us page.