FAQs
 

Please find below some of our most Frequently Asked Questions (FAQs).
If your question isn't answered here, and you would like to personally contact
LOWLA Customer Service you can directly at: hello@lowla.co
 

Where can I purchase the LOWLA collection?

LOWLA is exclusively available (for now) at www.lowla.co

Where do you ship to?

We ship globally. 

What currency to you charge?

We are priced in AUD currency

What payments methods do you accept?

We accept Visa, MasterCard, PayPal and Direct Debit. If you have any queries, please contact us directly at hello@lowla.co

How much will shipping cost?

We take satisfaction in providing our customers with fast and reliable shipping
and thus offer express as our standard preferred method with our reputable delivery services.

Domestic: 

Free shipping on orders over $100.00 AUD

Standard Shipping is at a flat rate of $10.00AUD.

Express Delivery is available at a flat rate of $15.00AUD.

International: 
Standard Shipping using Pack and Track with Australia Post 

Standard Delivery Pricing:

New Zealand: $20.00 AUD

Asia, USA & Canada: $25.00 AUD

Rest of the World: $30.00 AUD

Can I change my order once it is processed?

All orders are final once they have been processed through checkout so no further changes can be made to your order including and not limited to; removing and or adding items to your order or cancelling your order. 

What is a pre-order?

Pre-Order allows you to secure your purchase, ahead of the piece being available for delivery. Full payment is required and notification of shipment will be delivered to your email account once dispatched. For information around the expected delivery time, please refer to the Details tab on the product page.

What size should I order?

We understand it can be difficult to figure out your sizing. Our items are considered true to size so stick with what you would normally wear. However, we supply all measurements of each for your reference on the SIZING page. We have also outlined the size the model is wearing in the online store, which can help as a guide. If you would like more detailed size information, please email us at hello@lowla.co

How will I know if you have received my order? 

After your order is placed, you will receive a notification to your email account that your order has been received. Please note, your order is not confirmed until payment has been received & items prepared for dispatch, at which point a notification to your email account regarding the shipment information will be sent.

When will I receive my order?

Orders within Australia are sent with Express Post and will be received within 1–4 business days for Metropolitan areas, and 3-10 business days for Rural areas. International orders sent via Standard Post will be received within 5–14 business days.

Am I able to track my order?

Upon dispatch, all customer will receive notification via email, that includes full tracking information for their parcel. To track your item, visit the Australia Post website, or the postage service website of your country.

What is your return policy?

LOWLA accepts the return of unworn and unused items in their original condition within 7 days of order receipt, for exchange or credit note.

If a faulty item is received, please contact our Customer Service team to arrange return via post. If the item is deemed to have a manufacturing fault, a replacement will be issued. A refund will be issued if we cannot replace the item. Please refer to our Exchange & Returns at our customer care page for further details. 

Do you exchange for sale items?

There are no returns, exchanges or refunds available on sale items. All sale items are sold as final sale only. Please refer to our Exchange & Returns at our customer care page for further details. 

How to I request a return?

Simply e-mail hello@lowla.co so we can allocate a Returns Authorisation (RA) number for you. (Please note that we are unable to refund initial shipping charges for goods returned, other than for faulty items. We are also unable to refund return postage costs. Once the items have been received, you will either receive your new item (for exchanges) or full refund for faulty or damaged items (excluding original shipping cost). LOWLA cannot be held liable for the loss of garments being returned. We recommend using a registered post service to return goods, and keeping a record of the tracking details. 

Do I have to pay for import and duty charges? 

Import & duty charges are not included in your purchase, and are the responsibility of the customer. For further information around expected duty and taxes when importing to your country, please visit your relevant customs website. LOWLA will declare the full dollar value paid on international shipments and will include a commercial invoice for customs as required. 

Do I cover the shipping fees in the return process?

LOWLA is not responsible for return shipping costs nor duty reimbursement in the case of international purchases (other than faulty items) for the exchange of change of mind items. It is the responsibility of the customer to cover shipping costs to dispatch their updated order upon exchange of goods.

Is it safe to order from your online store? 

Definitely. We do not store any credit card details nor do we share your personal information
with any third party. 

How do I contact customer care?

Our customer service team are available Monday to Friday, 9am to 5pm AEST via email at hello@lowla.co Enquires sent outside of this time will be responded on the following business day.