CUSTOMER CARE
Frequently asked questions
Find clear answers about ordering, payment, shipping, tracking, returns, product details and LOZMA support.
Ordering and payment
What currency are prices shown in?
Prices are shown in Australian dollars unless the checkout clearly states otherwise.
Do I need an account to place an order?
No. Guest checkout is currently available. You can also create an account with your email address if you want to view orders and account details later.
Can I change or cancel an order?
Contact LOZMA as soon as possible. Cancellation or address changes may not be possible once fulfilment or dispatch has begun.
Shipping and tracking
Where are orders dispatched from?
Orders are dispatched from China to eligible Australian addresses.
Do you charge for shipping?
LOZMA provides free standard tracked shipping on all orders to eligible Australian addresses. No minimum spend or coupon is required.
Do you deliver across Australia?
LOZMA delivers to eligible Australian addresses. Availability is confirmed at checkout after your postcode and delivery address are entered.
How long will delivery take?
Current delivery estimates are shown at checkout where available and may vary by destination, carrier movement, customs processes, weather, public holidays and address accuracy.
When will I receive tracking?
Tracking is provided when it becomes available from the carrier.
Can I change my delivery address?
Contact LOZMA as soon as possible with your order number and the correct address. Address changes may not be possible after fulfilment or dispatch begins.
Returns and product issues
What if my order arrives damaged, incorrect or not as described?
Contact LOZMA with your order number, clear photographs and a description of the issue so the order can be reviewed.
Can I return an item because I changed my mind?
Change-of-mind return requests must be made within 14 days of delivery. The item must be unused, unwashed and in resalable condition, and return authorisation is required before sending anything back. The customer pays change-of-mind return postage.
When are approved refunds submitted?
LOZMA submits approved refunds within 5 business days to the original payment method unless otherwise agreed. Payment providers may take additional time.
Products and support
Where can I find product dimensions and materials?
Verified details are shown on the relevant product page. If a detail is not listed, contact support before ordering.
How do I contact support?
Use the Contact page, email support@lozma.com or use Track Your Order for order status.
What details should I include in an enquiry?
Include your name, order number where relevant, the email used at checkout and clear photographs for damaged or incorrect items.
For current shipping wording, see the Shipping Policy. For return conditions, see the Return & Refund Policy.
