Ordering and delivery
Can I place an order without creating an account?
Yes. You can place an order as a guest with no obligation to create an account.
We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit Sign Up and follow the instructions on-screen.
Where is my order confirmation?
This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at support@lohillart.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.
How do I cancel my order?
If you cancel your order BEFORE it has been processed, via support@lohillart.com, we may be able to cancel your order before it’s processed and you will be assessed a 10% cancellation fee to cover restocking fees and the charges assessed to us for refunds by the credit card companies. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.
When will my order arrive?
All orders made before 4:00PM are processed within 1-3 business days.
Estimated delivery time:
5 - 7 business days for orders from United States, Canada and United Kingdom.
3 - 7 business days for orders from Australia.
3 – 5 business days for orders from Singapore.
Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.
Can I track my order?
Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.
What are the shipping options?
We partnered with DHL Express, FedEx and 4PX express for international shopping.
Where is my order confirmation?
This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at support@lohillart.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.
Can I alter my order?
Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.
Why has my order been canceled?
We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.
Returns
Can I return or exchange an item?
You can absolutely return your item to us, within 30 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges.
How do I return an item?
Please contact our customer service team via support@lohillart.com. Providing the return is within the 30-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.
What do I do if I lose my return note?
We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch and ask for it to be resent to you.
My order has arrived but it’s not as I expected. What can I do?
In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via support@lohillart.com with the details. We’ll respond within 24 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.
How long does it take to return an item?
This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within 5 days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.
Where is my refund?
We aim to process refunds within three business days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.