Returns & Refund Policy
At Lowell, we want you to love what you ordered. If something isn't right, this policy explains how returns, replacements, and refunds work. Please read it carefully before making a purchase, as placing an order means you accept the terms below.
30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee. If you change your mind or are not satisfied with your purchase, you may request a return within 30 days of receiving your order.
To be eligible for a return, items must be:
- Unused, unworn, and unwashed
- In their original condition with all tags attached
- In their original packaging
Requests made after the 30-day window may not be accepted.
How to Start a Return
To begin a return, please contact us at info@lowellsydney.com with your order number and reason for return. Our team will review your request and, if approved, provide return instructions and warehouse details.
Please do not send any item back before receiving return confirmation. Returns sent without prior approval may not be processed.
Return shipping is the responsibility of the customer. You must arrange and pay for return postage for change-of-mind or non-faulty returns.
We recommend using a tracked shipping service, as we cannot be held responsible for lost or undelivered return parcels.
Return Processing & Inspection
Once your return is approved and shipped, the following timeline applies:
- Return transit: Approximately 2 weeks (depending on carrier and location)
- Inspection: Around 1 week after arrival at our warehouse
- Refund processing: Issued after inspection approval
Refunds are processed to your original payment method. Please allow up to 14 working days for funds to appear in your account, depending on your bank.
Faulty or Damaged Items
If your item arrives faulty or damaged, we offer a free replacement (no shipping cost) once the issue is verified.
To qualify:
- Contact us within 14 days of delivery
- Provide clear video proof showing the fault or damage
Once verified, we will arrange a replacement or refund where applicable.
Claims without sufficient proof or submitted after 14 days may not be eligible.
Please note: hygiene-sensitive or intimate items cannot be returned or refunded unless faulty.
Order Cancellations
Orders are processed quickly after placement. Cancellation requests must be made within 6 hours of ordering.
If your order has not been processed or shipped, we can cancel it. If it has already been dispatched, cancellation is no longer possible, and you will need to follow the return process.
To request a cancellation, contact us at info@lowellsydney.com with your order number as soon as possible.
Contact Us
If you have any questions about returns or refunds, contact us at info@lowellsydney.com. We are always happy to help.
Logan & Mitchell — Lowell
