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FREE SHIPPING - ORDERS OVER $250 MYR TO MSIA. & $450 MYR TO S.E.ASIA

FREQUENTLY ASKED QUESTIONS

Ordering

What if the item I am looking for is not shown on the website?

All the styles that we have in stock at our Warehouse are listed on the website, if it's not available then we have unfortunately sold out. Many of our essential styles are replenished twice a month however we do not normally receive replenishment of seasonal styles or limited editions. 

 

Can I order by phone, fax or email?

All online shopping orders are processed via our website only. If you have further enquiries you are welcome to contact our Active Fairy by emailing support@believeactive.com . We will do our utmost to reply to your email within 3 working days. Please expect delay in our reply on weekends and Public Holidays. 

 

What forms of payment do you accept?

You can pay for your order online by using the following: Debit, Visa, MasterCard (for local orders) and PayPal (strictly for international orders only! - i.e. orders made outside of Malaysia). We do not accept cheques or cash. 

 

Why is it that there are things on the website that are out of stock? 

We do try to keep the website up to date so that this doesn’t happen, however sometimes items sell out really quickly. We know this can be frustrating, should this happen, we will refund your payment within 7 - 14 working days.

 

Is it safe to use my credit card on believeactive.com?

Yes, shopping at believeactive.com is safe and secure. Transactions are processed though the secure payment facility.

 

What if my credit card shows multiple charges?

Payment page will only process the payment once. However if you see multiple charges on your card then you either: 
a) click 'submit' more then once at the checkout stage due to poor internet connection
) moved back to update and or change your order or details.If you notice multiple charged please contact support@believeactive.com

 

How do I use a promo code?

You must enter the promo code in the 'promo code' box at the cart stage of your checkout and click 'apply'. The application of the promotion will then be visible in your cart. 

 

Can I make a change to an existing order?

No, once your order has been placed and you have received your order confirmation you cannot cancel or amend your order. 

 

How can I track the status of my order?

Your orders are sent using Malaysia Post Laju and a tracking number will be provided to you via email. This can then be tracked with directly with Pos Laju at www.pos.com.my

 

What can I do if something is wrong with my order?

If there is a problem with your online order please contact our friendly Active Fairy by emailing support@believeactive.com. We will do our utmost to reply to your email within 3 working days. Please expect delay in our reply on weekends and Public Holidays. 

 

Exchange Policy

Can I return an item?

Goods sold are non-refundable nor returnable. However we understand selecting the right size online can be a difficult one. For this reason, we welcome size exchange only within 14 days of receipt of the goods provided the invoice can be produced, the original hang tags are attached and items are returned in unworn and unwashed condition.

Size exchange is subjected to stock availability. If it is out of stock, we will refund you in 7 - 14 working days. Exchange of sizes (not styles) are permitted on promotional items but subjected to stock availability. All online purchases are not permitted to be returned in stores. 

All garments are subject to inspection. Shipping costs are the responsibility of the customer and cannot be refunded. In the interest of hygiene, we may refuse exchange on swimwear and accessories where the hygiene label is no longer intact. There are no exchanges on LJ intimates, sale items, promotional items, free gifts and accessoriesManagement reserves the right to refuse a return or exchange based on the condition of the item. 

To return an item:

Please email support@believeactive.com with the below details. We will respond to you to confirm your item has been put aside.

  • Your full name 

  • Contact Details 

  • Order Number (found on your order confirmation or invoice) 

  • Details of preferred replacement item/s (item name, colour and size)
  • 
Reason for returns 

  • Attach a photo of the items.

 

Do you pay for my return shipping?

Please be advised that all postage and handling costs will be incurred by the purchaser. Manufacturing faulty products please include a copy of your postage receipt. If the product is deemed manufacturing faulty after review we will credit the cost of postage back to you. Standard local shipping fee will be applicable. 

As Believe Active are not liable for the loss of garments being returned, we recommended you return your unwanted goods using registered mail. BelieveActive does not take any responsibility for returns lost in transit.

 

If I purchase online can I exchange in-store?

Sorry, all online purchases are NOT permitted to be exchanged in stores. Please email support@believeactive for any exchange on your online purchases. 

 

Shipping

How much does shipping cost?

Free Shipping when you purchase online over RM250 of goods to addresses within Malaysia; over RM450 of goods within Southeast Asia (Singapore, Thailand & Indonesia).  Our free international shipping is delivered by Pos Raju via registered pos that comes with tracking number to the order. Express international shipping will incur an additional surcharge of USD20 (please indicate your shipping preference prior to placing your order). 

International Flat Rate Shipping (approximately):
Europe USD30
North America USD30
Australia USD20
Rest of the world USD20

Shipping Charges apply to all Malaysian orders of RM250 and under; Southeast Asia orders of RM450 and under. *Surcharge of RM50 is applicable for shipping items above 1.5kg, e.g. Yoga Mat and Books. 

BelieveActive reserved the rights to change the shipping fee without prior notice especially during sales and promotions.

 

How will my order be shipped?

Orders placed before 12:00 MYT will be delivered within 2-5 business days. This service may take longer to some rural areas, during sale periods, festive season and on weekends or public holidays. We do everything that we can to ensure you get your order as quickly as possible. Please note that BelieveActive office is closed on weekends and on Public Holidays. Hence orders received on Saturday, Sunday & Public Holiday will only be processed the following business day. 

 

Do you ship Internationally?

Believe Active ships to most* destinations around the world and will arrive within 7-25 business days from dispatch. Postal Services are not able to deliver to PO Box addresses, when placing your order please provide a physical postal address.

The same rule applies; we’re closed on weekends and on Public Holidays. Hence orders received on Saturday, Sunday & Public Holiday will only be processed the following business day. 

BelieveActive does not accept any responsibility for customs delays, duties or taxes that may apply in the destination country.

 

What happens if my order does not arrive?

Please contact support@believeactive.com. 

 

Promotions

What do I need to know about Promotions?

Promo Codes are valid for the specified time period only and can not be used in conjunction with any other offer.
 For example, Cash voucher worth RM50 OFF that is obtained from events, this promo code is only applicable to first time online customers only and multiple usage of the same promo code by the same customer will not be permitted. One time use promotions, e.g. special promo codes, must be used in their entirety in a single purchase. Promotions cannot be applied to previously placed orders or to orders that have been adjusted. Promotions where you receive a reduction on the second item will be applied at the checkout on the lower priced item. Free Promotional merchandise offers upon meeting minimum spend requirements are only available until stocks last. An alternative will not be provided where stock is no longer available. Believe Active at its sole discretion, extend or terminate a promotion at anytime.

 

Do you give discounts to people who work in the health and fitness industry?

YES !! However, your application is subject to management’s approval. We offer a 20% off all full price merchandise for fitness professionals. We like to work with gym and fitness instructors who act as Sporty Sisters for our brand. Please email marketing@believeactive.com and allow us 7 working days to process your application before we revert back to you.

 

How do I use my sporty sister's discount when ordering online?

For now, sporty sister discount is only applicable to use in-store. If you wish to shop in-store with your discount then please take proof of your position or qualification to Lorna Jane Concept Stores and the store manager will activate your 20% discount. This discount privilege applies to Lorna Jane full priced items only. 

 

What do I do if I forgot to enter my discount code?

Unfortunately once you have placed and confirmed your order we are unable to honour your discount code. This must be entered in while at the check-out before you enter your payment details.

 

Why won’t my offer code work?

It is most likely that your offer code is not working because it has either expired or it is not a valid discount code. We suggest you check the dates on your catalogue as well as check you have entered your discount code correctly. Many of our offer codes are also for single use only and will not be valid for a second use. Offer codes do not apply on sale items.

 

Can I use 2 offer codes at once?

While we all agree this would be really nice, unfortunately only one offer is valid at a time. If you do have 2 offers we suggest using the larger discount.

 

My team needs some gear, can you help?

We do give team discounts. Please contact us by email marketing@believeactive.com for more information.

 

Do you give discounts to media?

We do give media discounts, subject to management approval. Please contact us by email marketing@believeactive.com for more information. This discount is extended to the media personnel for her personal usage and not extended to friends and family. This discount privilege applies to Lorna Jane full priced items only excluding accessories. 

 

Fit & Sizes

Do you have a size guide?

Yes, view our Lorna Jane full size chart. 

 

I am pregnant, do you sell maternity wear?

A lot of mums-to-be wear Lorna Jane because our LJ Excel™ Fabric is often stretchy. We have also had great feedback about our roll down pants, because they can be worn rolled over or under the bump. You may also check out our limited edition Lorna Jane maternity range. 

 

Handling & Care

How do I wash your clothing?

All of our clothes have washing guidelines on them. You should never wash our technical fabrics with conditioner as it clogs up the pores and stops the fabric from ‘wicking’ the sweat away from your skin. 

BRIGHT COLOURS AND FLUROS

While the vibrancy of bright colours will fade over time, to prolong it’s colour intensity we strongly recommend you pre-wash garments separately in COLD water only with a few teaspoons of salt. Do not leave them sitting wet with  other garments and line dry in the shade immediately after washing.

QUICK CARE & GUIDE

Remove Padding  Take out removable padding and unfasten any buttons before washing. Do not bleach  Do not use bleach, fabric softener or wash with towels.
 Wash in cold water For hand wash only garments, wash separately in cold water with a mild detergent and rinse with clean cold water.  Use a washbag If the garment is machine washable, wash inside out in a garment bag on a gentle cold machine wash using mild detergent with similar colours.
 Spin Dry Spin dry to remove excess water.  Do not soak Do not soak or leave wet.
 Hang in shade Hang inside-out in the shade to dry.  Do no tumble dry Do not tumble dry, iron or dry-clean.
 Wash with salt Some colours are not colourfast 
(pre-wash with one/two tablespoon of salt in cold water before use). Recommend to use machine quick wash. 
 Avoid Rough surfaces Avoid rough surfaces and heat – particularly for garments with shiny and reflective prints or delicate trims.

 

FABRIC

LJ Excel™ Fabric is unique to Lorna Jane. This patented fabric is what gives you that cool, dry, supported (and secretly fitter!) feeling. All of our products are made with love – find the heart on your new pair! 

 

Privacy

Why do you want my email address and mobile number?

Primarily so that we can contact you if there is a problem with your order; we find that most people respond faster this way. We will also contact you to let you know our latest news or special offer, however if you do not wish to hear from us we can take you off our list. The quickest way to do this is to unsubscribe from the last/next e-mail you receive from us. Go to the bottom of the e-mail, click unsubscribe and you will be taken off our e-mail list.

 

VIW ELITE - A loyalty program (in-stores only) 

Spend RM 3000 and above on full priced items in a single receipt and qualify to be a VIW Elite. You will enjoy a 20% discount on all full priced merchandise. This loyalty program currently applies to in-store purchases only.

There are terms and conditions to continue status as a VIW Elite, as follows;

- You will need to spend a minimum of RM 3,000 from 1st Oct to 31st December 2019

- Into the following year, you will need to maintain a minimum spending of RM 10,000 (yearly) to be eligible and enjoy the benefits as VIW Elite for the next following year

- Kindly chat with our in-store Active Stylist should you have further questions  

To add icing on the cake, all VIW customers will get Invitations to our VIW Elite only events, sales, notifications and priority wait-listing on new active arrivals

 

Gift Cards

Gift Cards when issued may be used only via the Lorna Jane in-store in the country of issue. Gift Cards are sold in all Lorna Jane concept stores in Malaysia.

 

Is there any Lorna Jane Concept Store in KL?

Yes! Asia's first Lorna Jane Concept Store is at Lot 1F-6&7, Level 1, Bangsar Village 2, (opposite of Unplug). 

Lorna Jane Flagship Store is located at 5.102.01, Level 5,  Pavilion Elite (same floor as JD Sports). 

We are opened on everyday from 10:00 am- 10:00 pm. Visit us soon & activate your Active Lifestyle with Lorna Jane XOXO

  

Job Opportunities

At Believe Active we create, empower, improvise, inspire, push the boundaries and most importantly of all, practice work-life balanced.

If you believe in healthy living and having fun at work, send your CV and a cover letter to admin@believeactive.com

Active Stylist (Retail Sales) | Pavilion Mall, KL STORE!
Active Stylist (Retail Sales) | Bangsar Village, KL STORE!
Marketing | BANGSAR!
Interns | BANGSAR!
Do you love the Active Living philosophy and want to talk about it everyday with customers? Take charge of your career with an innovative brand. Make a positive change & do what you LOVE.