FREQUENTLY ASKED QUESTIONS
1. How do I register?
We recommend that you use your email address as your username, this makes it much easier to remember. Please make sure that your password is at least 6 characters in length. You can easily create your own LOFAAZ profile by clicking here to register.
2. I did not receive the activation email.
Make Sure To Check your mailbox including your spam folder. If you are still unable to receive the activation email, please contact our Customer Service to resolve this issue.
3. I cannot login to my account.
Check your login details carefully. Make sure the email address is the same one you used for registration, and the password you entered is correct. Please make sure that your web browser accepts cookies. It might be a problem caused by LOFAAZ system maintenance; please wait 15 minutes and try again. If you are still not able to access your account, please contact our Customer Service and outline the problem.
4. I forgot my password
If you forgot your password, just click the “Forgot your password?” link on “sign in” Page and we will send you an automated email with information on how to reset your password.
5. How can I change my password or email address?
Log in to your account. Go to the “My Account” option on the left sidebar and there you can see the option to change your password.
7. What is the difference between the billing address and the shipping address?
The billing address should be the same address you provided to your bank when you applied for your credit/debit card; the shipping address is the one you want us to ship the order to.
1. How do I get coupons?
Register for a customer account on LOFAAZ.com. Sign up for our weekly deals newsletter at the bottom of the website. Some special activities will also feature coupon giveaways. Coupons are a great way to save money.
2. How do I use my coupons?
Make sure the coupon has not expired (most will show the expiry date in your account). During the checkout process, go to your shopping cart. Enter the full promotion code and click “APPLY”. You can only use one coupon code per order.
1. How do I place my order?
Ordering online from LOFAAZ.com is easy! When viewing an item, simply select the size, color and quantity needed and then click ‘ADD TO CART’. Once you have your desired items in your Cart, simply click the ‘PROCEED TO CHECKOUT’ button. You will then be prompted to either sign in to your account or to create a new account. Next, enter any discount coupon codes that you may want to use to discount the price. Finally, you will be directed to complete the Shipping address, shipping method and payment method. A confirmation email will be sent to your registered email address containing the contents of your order!
2. Can I order by phone?
Yes, you can visit our mobile website on your smartphone.
3. How long can items be stored for in my shopping bag?
The shopping bag your account is linked to will retain its contents till your account exists.
4. An item added to my shopping bag was sold out.
The item is only reserved once your purchase is completed during the checkout process. If an item is extremely popular and in limited stock, it might be sold out once you reach the checkout. An item added to your shopping bag is saved for a total of 30 days, however stock availability cannot always be guaranteed. You are therefore encouraged to submit payment as soon as possible.
5. Do you restock items that are sold out?
Unfortunately, we do not restock most of our items.
6. How do I know what size to choose?
You can check the handy Sizes Guides on the product page and view our Size Charts for easy reference.
7. Can I cancel/make changes to the order I just placed?
It is only possible to make a change to your order within 1 hour of placing it and if the order has not been processed. We process orders very quickly, so changes and cancellations cannot always be fulfilled. You must immediately contact our Customer Care team (within the hour) with your change/cancellation request details included. You are strongly advised to use our Live Chat service on our Contact Us page. This will minimize the processing delay with your order due to the changes being made.
All your orders are listed in your LOFAAZ account here.
Once we receive your payment, your order will go through several steps before being “shipped out”.
Please refer to the different order statuses and their meanings below:
Waiting for payment:
This order is unpaid . Please feel free to pay your order now.Once we receive your payment, we will process your order.
You have attempted to pay us via PayPal e-check or PayU money. At this time we haven’t received your payment yet, please check your Paypal or PayU money account or bank account balance and confirm whether your funds are sufficient. If the payment has been completed successfully, please send us the transaction ID or payment proof to speed up the process.
You have just paid for your order, our server will upload your order shortly and we will start to process your order.Thank you for your patience.
LOFAAZ will typically process orders 3-7 business days upon payment. Your processing order will go through the following phases .
1- Receiving and allocating items to your order
2- Inspecting your items quality
3- Packing and printing shipping labels.
Once these 3 phases have been done, we will dispatch your order.
*For more information about our dispatch time for your specific item, please refer to the product page and see i.e “Dispatch: Ships within 5-10 business days.”
Your order has left our warehouse and has been collected by the courier for the shipment. We cannot edit your order anymore.
Your complete order has been sent out and is now on its way to you. Please follow up the delivery in your account and track the item online.
Partial order dispatched:
A part of your order has left our warehouse and has been already collected by the courier. The other items are still being prepared for shipment. At this point,you can still contact us to edit the address/items for the items that are not dispatched yet. We will send these as soon as possible.
Partial order shipped:
A part of your order has been sent out and is on its way to you . The other items are still being prepared for shipment.
For the shipped items ,please check the delivery information in your account and track the parcel online. We will shipped the rest of items out as soon as possible.
Your unpaid order is canceled. Please feel free to replace an order anytime.
Your order has been refunded on our side.For Paypal payment, please allow 3- 7 working days for the transaction to be completed on your account. For credit card payment, it will take 7 to 25 working days depending on your credit card merchant.
1. What kinds of payment are accepted?
We accept the following forms of secure payment:
(2) Credit card via Paypal (Visa, MasterCard, Discover, American Express, etc.)
(3) PayUmoney – Net Banking, UPI (Only for Indian Customers)
2. What currencies can I pay?
We accept several currencies. Kindly note different payment methods support different currencies when checking out.
3. Is my privacy and personal information secure on your site?
We provide among the best e-commerce service in the industry, and guarantee secure payment processing at all times. Please click here to view the full details on how we protect your privacy and personal information.
4. Will I have to pay any sales tax?
Tax is charged by Customs offices in destination country based on their rules and policies. customer is responsible to find out the situation in their country. Shipments from all of our warehouses are delivery duty unpaid. Therefore, If any, these charges must be paid by the customers.Customers take full liability for all return shipment costs, customs charges and handling fees should they refuse to accept a parcel due to import duties or taxes. Please note that according to customs regulations, LOFAAZ cannot declare purchased items as a gift or list an amount that lower than the actual product price.
1. Do you ship to my country?
We ship orders all over the world.
2. How much is the shipping cost?
There is no Shipping Cost.
4. How long will it take to receive my order?
Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.) EST. Time (25-45 Days)
5. How can I track my order?
As soon as we are ready to ship your order, we will send you an email with the corresponding delivery information. After that you will be able to track your order under “Track Order” when you log in to your LOFAAZ account or by clicking the tracking link in your shipping confirmation email.
HOW DO I RETURN AN ITEM?
Lofaaz will honor all exchange requests within made and postmarked within 30 days of the delivery date.
Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
Returned items must be in original packaging, including any accessories, manuals, and documentation.
Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling, custom design products.
Returns made without receipt may be refused. Lofaaz reserves the right to deny any return.
WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?
Did you receive a faulty unit, or the wrong product? Simply not satisfied with your order?
Please contact us to start the return process. Please include the following information:
⦁ Order number
⦁ Proof of purchase
⦁ Video or photo of the faulty product (if applicable)
⦁ Complete delivery address
⦁ Contact telephone number
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
HOW LONG IS THE RETURNS PROCESS?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven’t received a credit for your return yet, here’s what to do:
Contact the bank/credit card company. It may take some time before the refund is posted to your account.
Please note that we won’t be responsible for undelivered packages due to incorrect shipping information or package being forwarded to another different address. In this case, we will get a refund of items only when the packages get returned to where packages shipped out.