Our Policies
Lowkey.co.nz Returns & Refunds Policy
At Lowkey.co.nz, we aim to provide quality products and a smooth shopping experience. We understand that sometimes issues can arise, so we’ve outlined our Returns, Refunds, and Delivery Policy below.
1. Change of Mind Policy
We do not offer refunds or exchanges for change of mind purchases. Please ensure you check product details carefully before completing your order.
2. Order Processing & Delivery
Processing Times
- All orders will be processed and dispatched within 1-2 working days.
- You will receive a confirmation email with tracking details once your order has been shipped.
- Peak Season Delays: During busy periods such as holidays or sales events, processing times may be slightly longer. We will do our best to avoid delays and get your order out as quickly as possible.
Delivery Estimates
🚚 Standard Delivery: Once your order has been collected by the courier, delivery is expected to take 2-3 working days. Please note that this timeframe is beyond our control once the package is with the courier.
🏡 Rural Delivery: If your address is rural, please allow an additional 3-5 working days for delivery.
⏳ Delays & Lost Orders:
- While we work with reliable courier services, there may be occasional delays due to factors beyond our control (e.g., weather disruptions, peak seasons, or courier backlogs).
- If you believe your order is lost, please notify us as soon as possible once it is outside the expected delivery timeframe.
- We will work directly with the courier to investigate and resolve the issue and help provide a solution that works for you.
3. Returns & Refunds for Faulty or Damaged Products
At Lowkey.co.nz, we take product quality seriously. If you receive a damaged or faulty item, we will assess the situation and provide a solution.
How to Request a Return for a Faulty or Damaged Item
To process your return, please email us at [yourstoreemail] with the following:
✔️ Proof of purchase (order confirmation or receipt).
✔️ Clear photos of the damaged or faulty product.
✔️ A brief description of the issue.
In some cases, the item may need to be returned to us for further assessment. If this is required, we will provide instructions on how to send the item back.
Assessment & Resolution
Once we have assessed the issue, we will offer one of the following resolutions:
✅ Replacement: If the product is deemed faulty, we will send a replacement at our expense.
✅ Store Credit / Refund: If we are out of stock, you can choose to receive store credit, a full refund, or wait for the item to be restocked.
💡 Important Notes:
- The assessment process may take a few days depending on the issue.
- If a return is required, we will provide further instructions.
- We do not cover return shipping costs unless the item is confirmed to be faulty.
Need Help?
If you have any questions or concerns, feel free to contact our team—we’re happy to assist! Thank you for supporting Lowkey.co.nz, where gifting is easy, unique, and hassle-free. 🎁✨