Returns and Exchanges Policy of Lowie & Liv

Lowie & Liv handles returns on a case-by-case basis, with the ultimate goal of making our customers happy.

We stand behind our products and services, and we genuinely want every customer to be satisfied with their experience.

We offer a 30-Day Money-Back Guarantee, which of course comes with standard conditions — all of which are clearly and transparently outlined in our Return Policy, publicly available on our website at all times.
Our team is available every day to answer any questions about our return terms, and we're always happy to explain everything clearly and honestly.

We’ll always do our best to take care of our customers — our philosophy is to treat every situation fairly and reasonably. We’ve long believed that when we treat customers with respect and integrity, they return the favor.

Refunds are issued to the original form of payment used at the time of purchase.

How To Return

When requesting a return, please contact our team at support@lowieandliv.com and provide the following information:

• Order Number

• Item Name

• Reason for Return

Our friendly team will assist you with your return.

Return Information
If you need to return the item, please send it to the following address:

Recipient: Abby Fang
Phone: +86 137 8825 6061
Address: No. 1-1, Wuheng Road, Huangang North Road, Junhe Street, Baiyun District, Guangzhou City, Guangdong Province, China

Please ensure the package is securely sealed and includes your order number or a copy of your receipt for quick processing.
Thank you for your cooperation.

Important Note:
Returns sent to any address other than the one provided through our return portal will not be accepted.

Returns Timeframe

We stand behind the quality of our products and are confident you will love the feel of your new sleeping accessories. If you are unhappy, we gladly accept returns for returnable items purchased on our site within 30 days of purchase. All returns are subject to a return fee which you have the option to pay during the return process. If this option doesn’t show, a voucher will be provided and the return cost will be deducted from your refund amount. Please allow 7-10 business days for your refund to be processed once your return has been received.

Returns Conditions

To be eligible for a return, items must be unworn, unused, unwashed, and sealed in their original packaging. Any signs of use, wear, or damage may result in the return being declined.

Return Cost

The return fee will be waived for all returns related to damaged or defective items, incomplete orders, or incorrect color/size items. To ensure your return is processed smoothly, please contact our team within 7 days of receiving your order.

Refunds for Returns

Refunds will be issued for the cost of the product(s) only. Shipping costs, including express or international shipping fees, are non-refundable.

Exchanges

At Lowie & Liv, exchanges are handled through our customer service. In most cases, if you're not satisfied with your order, we will exchange the items for you. This is because returning items to our warehouse in China is expensive and time-consuming. Our team will assist you throughout the process. Please note that exchanging items may take up to 12 days for your new item to arrive. This eco-friendly solution helps reduce packaging waste and CO₂ emissions from return shipments, while saving you time and effort.

Bundle Orders

Returns for bundled items must generally include all products within the bundle. Individual products may not be returned separately.

Non-Returnable Items

Please note that items purchased using a discount code or automatic discount applied are classified as Final Sale merchandise. This includes clearance sales, final sales, and promotional events, as well as items discounted by more than 40%. These items are not eligible for returns, exchanges, or refunds. They are sold as-is and cannot be processed for return once purchased. We encourage customers to review their selections carefully before placing an order.

However, we will always assist our customers appropriately, and in most cases, we will exchange items even if they are from a sale.

Self-Service Return

Our Lowie & Liv team is happy to assist you with a self-service return. To start your return, please provide your order number and postal code, and let us know whether you’d like a refund or an exchange.

If your return is approved, you will be asked to create your own return label and ship the item back to our return address. We will provide you with the correct return address once your request has been reviewed.
Please make sure to include your order number inside the package to avoid delays in processing.

For international returns, please use a reliable shipping carrier and ensure the parcel is sent using DDP (Delivered Duty Paid) to avoid import or customs issues. You are responsible for the shipping costs.

For exchanges, our customer service team is ready to assist you personally — we’ll help you select the right item and make sure the process goes smoothly.

Please note:

• Any return-related fees are non-refundable, unless the return is due to a mistake on our side (e.g. damaged or incorrect item).

• In some cases, based on the reason for return, a restocking fee may apply.

If you have any questions, just reach out — we’re here to help!

Customs Delays

If your package is held at customs during the return process, it is usually due to clearance, required documentation, or duties. Lowie & Liv cannot process any compensation or refunds until we receive the package. Once it is cleared and delivered to us, we will proceed immediately.

Company and Contact Information

For any questions regarding our policies, services, or your order, you can reach us using the details below:

Company Name: Limitless Flow Limited
Website Name: Lowie & Liv
Registered Address: RM 509, 5/F, The Cloud, 111 Tung Chau Street, Tai Kok Tsui, Hong Kong
Registration Number (Chamber of Commerce): 77543867

Customer Service Contact:

Email: support@lowieandliv.com
Phone: +19296527110