FAQs
FAQS
Returns:
1.What is your Returns Policy?
We accept returns within 30 days of you receiving the product, unused, unwashed and in it's original packaging. Our full returns policy and returns instructions can be found here.
2.How do I return something to you?
The easiest way is to return the item(s) in the same postage bag/box that it was received in, along with your packing slip (that includes your order number). Post back to us on the address listed in the returns policy and follow the instructions. Please note that we cannot process your refund without your name and order number.
Please note that we do not accept returns in store due to sanitisation procedures that must be followed.
3.Where is my refund?
If you have chosen to use our prepaid Royal Mail Tracked returns service, please keep a note of your tracking number where you can track your return.
It can take up to 30 working days (excluding weekends and bank holidays) once we receive your return for it to be processed. We appreciate your patience through this time as we follow necessary sanitary precautions and procedures when dealing with returns.
If the allocated amount of time above has passed and you still have not received a 'Return accepted' email, please email us at Payment@lowsivakovatrading.online
If your return is approved, you will receive the amount via the original payment method within 14 days after we notify you, depending on your bank. Refund times are dictated by your card issuer and are outside of our control.
4.Faulty item received?
In the unfortunate and rare event that you have received a faulty item, please contact us at Payment@lowsivakovatrading.online on how to proceed, including your order number and faulty item in the subject line (e.g. Order #123456, Faulty item) and please include a picture of the fault to speed up the process.
Our customer service team aim to respond to emails within 72 hours.
You must report any faulty or damaged goods to us within 30 days of when the goods were delivered.
5.Why don’t you offer free returns?
As a small, independent business we cannot presently offer free returns. We understand that there is a strong return culture in online retail which is why we have arranged a prepaid Tracked 48 returns service through Royal Mail at just £3.00 that’s deducted from your refund (far cheaper than the normal rates you would pay at the post office!) and a prepaid DHL Express returns service for some international territories. Please visit our Returns policy for more details.
Thank you for supporting small independents.
6.Why was my return rejected?
Unfortunately if your return does not comply with the conditions stated in our returns policy we cannot process a refund and your returned items will be sent back to you. For more information please visit our returns policy.
Returns:
Shipping:
1.Which shipping carriers do you use?
We use Royal Mail Tracked 48, Tracked 24 services for UK orders. International orders are sent via DHL Express. Standard delivery options are available for EU orders which go through local Postal networks and are sent by Tracked delivery.
Please ensure that you have entered your correct email address and phone number for relevant tracking updates.
2. Do you ship internationally?
Yes! We currently ship internationally via DHL Express and Tracked local postal network options are available for EU orders. Please visit our
Shipping and Returns page for more details.
Please note that DHL Express will provide tracking information to the email address and phone number you have provided at checkout.
3.What should I do if my order hasn't been delivered yet?
You should receive your tracking number and relevant tracking information from Royal Mail (or DHL Express for international orders) with expected delivery times and dates. If your expected arrival date has passed, please email us at: Payment@lowsivakovatrading.online
For more information on our deliveries, please click here.
4.Tracking says my order's been delivered but I haven't received it, what should I do?
If your tracking information says your order has been delivered but you have not received it, please ensure you do not have a 'missed delivery' card that may have been left by your Royal Mail delivery driver and please check with your neighbours for any misdelivered parcels before emailing us at: Payment@lowsivakovatrading.online
5.I've entered the wrong address, can I change it?
Please email us as soon as you realise this and we will do our best to either amend your address or cancel/ refund your order if it has not been processed yet.
Unfortunately if your order has already gone through dispatch it is too late to amend/ cancel.
Email: Payment@lowsivakovatrading.online
6.Disputed Delivery
Please note that LOW SIVAKOVA TRADING LIMITED has the right to request evidence before issuing any refunds. LOW SIVAKOVA TRADING LIMITED also has protocols in place should suspicious or fraudulent activity be suspected.
In store:
1.Can I claim a discount from the website in store?
Our online promotions are exclusive to our online platform only, unless otherwise stated.
2.Can I return my items in store?
Unfortunately we do not accept returns in store due to sanitisation procedures that must be followed.
Sending your items back to our store will result in a delay to your refund as well as additional delivery charges levied as we ship the items back to our warehouse.
3.Do you offer in-store pick up?
No we do not. If you order from our website, goods are shipped from our warehouse facility in a different location.
Please do not enter the store’s address at checkout. Your order will be treated as a return and delivery charges will be applicable.
Product:
1.Will you be getting more stock?
Please click the 'BACK IN STOCK ALERT' Button on sold out product pages to be notified as soon as a product comes back into stock.
Please note that popular products may sell out again quickly. We would advise adding us as a contact on your email to avoid any spam email filters, and keep up to date with us via social media on Facebook and Instagram.
Unfortunately our customer service team are unable help with stock queries.
2.When do you release new products?
We tend to have new releases every Sunday. You can stay up to date with our new arrivals by signing up to our newsletter and via social media on Facebook and Instagram.
As we do aim to provide fast fashion we will occasionally release new products midweek subject to supply.
Discounts:
1. How do I apply a discount code?
During the checkout process, you will be given an option to apply a gift card or discount code in the payment details section (Cart -> Information-> Shipping -> Payment -> Review).
Alternatively there is a dropdown button called ‘Show order summary’ in the checkout process where you can enter your Gift card or discount code.
2.I forgot to apply a discount on my order, can you apply it afterwards for me?
Unfortunately we are unable to retrospectively apply a discount to an order once it has been placed.
Other:
1.I've ordered more than once, can you combine my orders?
Unfortunately we are unable to combine orders on our current system. Each order placed will be automatically assigned it's own shipping label.
2. How does Klarna work?
When you choose Klarna at checkout, you'll get the option to shop now and pay later for your purchase. With Pay in 30 days, you can pay for your order 30 days after shipping. If your Pay later request is accepted, Klarna will send you an email with payment instructions once your order is shipped. Just follow the link in the email to view your order or check your purchase in the Klarna app. To learn more about Klarna, please click here.
3. How do I contact you?
Please fill out the form on our Contact page here
Alternatively you can email us directly at: Payment@lowsivakovatrading.online
Our customer service team aim to respond to emails within 72 hours.
Please do not call our physical stores regarding online purchases. Our in-store staff are unable to help with online queries.
Premium Shipping Protection:
1.What is considered a lost shipment?
If the shipment status shows as "delivered," but you have not received it, please allow up to 5 working days for your parcel to be delivered.
Sometimes, couriers may prematurely mark it as delivered and attempt redelivery, or it may be found in a secure location at your property or with your neighbor.
In cases where there is a high volume of parcels in the network causing delays, we reserve the right to classify it as a "delay." Otherwise, we will offer a refund or replacement.
2.What is considered a damaged shipment?
If items arrive with damages from transit such as wetness, stains, tears, etc.
If some of your order is missing due to the box or parcel opening during transit. Please contact us immediately if your items have arrived damaged or something is missing. Submit photographic evidence of tampered items/parcel.
3.What is not covered by Premium Shipping Protection?
Missing parcels or redelivery fees resulting from incorrect address information provided by you.
Delays in transit.
Orders marked as unfulfilled or unshipped due to inventory issues or dispatch delays.
Orders stuck in customs. We cannot be held responsible for customs delays. Please reach out to your chosen courier and pay any required customs fees. If you refuse customs payments, we are not liable for any return-to-sender fees, and these will be deducted from your refund.
If you requested items to be left outside your property/in a safe place and they go missing, it waives your right to any claim as per carrier terms and conditions.
4. How do I submit a claim?
If your parcel is lost, damaged, or stolen simply vis. （ Email：Payment@lowsivakovatrading.online ）Our customer service team will assist you within 24-48 hours.
We will also continue to track your parcel, and if it appears, please send it back to us (we will provide you with a free label).
By selecting Premium Shipping Protection, you agree to these terms.
Please refrain from contacting us regarding a missing parcel until the allotted time (5 working days) has passed for it to be deemed lost.
Please note that Premium Shipping Protection is non-refundable.
5.Claim submission deadlines
I have listed below a brief summary of Premium Shipping Protection coverage, but you can review our full policy here
- Lost - stuck in transit
The issue must be filed between 7 and 30 days from the last shipping update.
- Stolen - marked as delivered
The issue must be filed between 5 and 15 days from when the order was marked delivered. Stolen orders over $500 USD require a police report.
- Damaged
The issue must be filed with photos of the damaged package and item(s), no later than 15 days from when the order was marked delivered.
6.What happens to unprotected parcels?
For parcels without Premium Shipping Protection, we will follow the claims policy with your selected courier to locate your parcel or classify it as lost. This process may take 4-6 weeks and is at the discretion of the courier. If your parcel has a GPS location or photographic evidence of delivery to your property, involvement with a neighbor, or placement in a secure location, we are not responsible for providing a refund or replacement.
7. Is Premium Shipping Protection non-refundable?
Premium Shipping Protection is non-refundable.
Route Package Protection:
1.What is Route and Green Package Protection?
Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.
Every time you add Green Package Protection to your order, Route donates to support an agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet?
Purchased Route's Green Package Protection and looking to file a shipping issue online?
2.What if My Order Never Arrives or is Stolen?
If your order has not arrived, please file a claim with Route here.
3.What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
4.How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.
In both cases, the Route Premium cost will not be refunded.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.
5.How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
6.What if My Order Arrives Damaged?
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us via Payment@lowsivakovatrading.online and we will be happy to work with you to remedy the situation.
7.How Do I File a Claim for my Lost, Damaged, or Stolen Order?
You can file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the Route app yet?
8.Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
9.Is Route non-refundable?
Route Package Protection is non-refundable.
Please see Route's terms and conditions for more information.