Terms of Service
Service Policy - Lowellita: Comprehensive Service Commitment Under Fuyang Tengxin E-Commerce Co., Ltd.
Lowellita, a women's clothing brand meticulously crafted by Fuyang Tengxin E-Commerce Co., Ltd. (with its head office located at No. 6 Xingye Road, Chengguan Town, Taihe County, Fuyang City, Anhui Province (East Side of Anhui Guanzhikang Pharmaceutical Co., Ltd. Yard)), has always believed that high-quality service is the core bond for building a long-term relationship between the brand and users. From your browsing of the official website, selection of products, to receipt of packages and enjoyment of after-sales services, we are committed to providing professional and considerate support at every step, ensuring that your shopping experience is filled with peace of mind and convenience from start to finish. The following is a detailed description of our service policy, covering the entire process of service standards such as pre-sales consultation, order processing, logistics tracking, and after-sales guarantee, clearly presenting our service commitments and implementation specifications for you.
I. Pre-sales Service: Professional Guidance to Help You Choose Precisely
- Transparency of Product Information
On the detail page of each product on our official website www.lowellita.com, we provide detailed information, including fabric composition (such as the proportion of cotton and polyester), version characteristics (slim/loose/standard), size data (specific measurements such as shoulder width, bust, and clothing length), care advice (water temperature, detergent type, whether it can be machine-washed, etc.), and design details (such as zipper style, pocket position, etc.). All information has been verified by a professional team to ensure accuracy. If you have any questions about the information of a certain product, you can send an email to customer@lowellita.com for consultation, with the email subject marked "Product Consultation + Product Name". We will provide more detailed explanations within 12 hours, and if necessary, can provide photos of physical details or wearing effects.
- Response to Personalized Needs
For users with special body types or customized needs (such as modifying sleeve length, adjusting waist circumference, etc.), you can send an email to customer@lowellita.com to explain specific needs. Our design team will evaluate the feasibility and reply with a plan (additional fees may be incurred for some customized services, which will be informed in advance). For bulk purchase needs (such as corporate team building, event gifts, etc.), you can also contact us via email, and we will provide exclusive quotations and purchase process explanations.
- Shopping Guide and Frequently Asked Questions
The "Help Center" section of the official website summarizes answers to common questions, including the registration process, payment methods, size selection skills, tax explanations, etc., for your quick query. If you cannot find the required information, you can send an email to customer@lowellita.com, and we will include your question in the update plan to continuously improve the guide content.
II. Order Service: Efficient Processing to Ensure Smooth Transactions
- Order Confirmation and Modification
After you submit the order and complete the payment, the system will send an order confirmation email within 10 minutes, containing details such as order number, product information, delivery address, and payment amount. If you need to modify the order information (such as changing the size, adjusting the delivery address), please send an email to customer@lowellita.com within 1 hour after successful payment (with the subject marked "Order Modification + Order Number") and provide the correct information. After 1 hour, the order will enter the processing process and may not be modifiable. In this case, you can apply to cancel the order and place a new one (full refund is available for cancellation of unshipped orders).
- Inventory and Out-of-Stock Handling
The inventory of products on the official website is updated in real-time. Products marked as "in stock" when placing an order can usually be shipped within 1-3 working days. If it is found that the product is out of stock after placing the order due to system delay, we will inform you via email within 24 hours and provide two solutions: one is to wait for restocking (inform the estimated arrival time, and give priority to shipping after restocking); the other is to cancel the order of the product and refund the corresponding amount (if some products are out of stock, you can choose to keep the orders of other products).
- Assistance with Payment Issues
If you encounter problems such as payment failure or repeated deductions, you can send an email to customer@lowellita.com, providing the payment time, payment method, amount, and relevant screenshots, and we will assist in checking the transaction records. For abnormal payments confirmed to be caused by system failures, the refund will be processed within 3 working days; if it involves issues with banks or payment platforms, necessary supporting documents will be provided to assist you in communicating with relevant parties.
III. Logistics Service: Full Tracking to Ensure On-Time Delivery
- Delivery Scope and Timeliness
Our logistics network covers more than 180 countries and regions around the world, and the specific delivery scope is subject to the system display when placing an order. Domestic orders (Mainland China) are usually delivered within 3-7 working days after shipment; international orders, depending on the destination, have a delivery time of 7-30 working days (remote areas may be extended). You can check the real-time logistics status in "My Orders" or inquire via email customer@lowellita.com (just provide the order number).
- Handling of Logistics Abnormalities
If the order is not received beyond the expected delivery time, or the logistics information shows abnormalities (such as no update for a long time, wrong address, etc.), you can send an email to customer@lowellita.com to apply for assistance. We will contact the logistics provider to verify the situation. If it is a logistics delay, we will urge to speed up the delivery; if the package is lost, we will arrange for replacement or full refund according to the situation (you need to cooperate in providing relevant certificates).
- Guidelines for Receipt and Signing
When signing for the package, please be sure to check on the spot whether the package is intact and whether the quantity of products is consistent with the order. If you find that the package is damaged or the product is damaged, you can refuse to sign and contact the logistics provider to issue a damage certificate, then send an email to customer@lowellita.com for processing. If problems are found after signing, you need to provide feedback within 24 hours and provide relevant photos; otherwise, it may affect the after-sales processing.
IV. After-Sales Service: Comprehensive Guarantee to Solve Worries
- Return and Exchange Service
Products that meet the return policy can be returned within 14 days after receipt (see "Return Policy" for specific conditions and procedures). For cases where exchange is needed (such as size mismatch and stock availability), you can send an email to customer@lowellita.com to apply for "return for exchange", and we will give priority to processing the exchange order to reduce your waiting time.
- Follow-up on Product Quality Issues
If you find potential quality problems with the product during use (such as severe shrinkage after washing, loose seams, etc.) within 3 months of purchase, you can send an email to customer@lowellita.com to explain the situation and provide photos. We will provide solutions such as repair, replacement, or partial refund according to the severity of the problem.
- Handling of Complaints and Suggestions
For dissatisfaction or improvement suggestions during the service process, you can send an email to customer@lowellita.com (with the subject marked "Complaint/Suggestion + Content"). We will accept it within 24 hours, arrange a special person to follow up and handle it, and give the processing result within 5 working days. All complaints and suggestions will be recorded and analyzed, serving as an important basis for service optimization.
V. Service Guarantee and Supervision
- Information Security Guarantee
We strictly abide by the privacy policy, encrypt and store your personal information (such as name, address, payment information, etc.), and manage it strictly, which is only used to complete the service process and will never be leaked to third parties. In case of information security incidents due to system vulnerabilities, we will immediately 启动 the emergency plan, take remedial measures, and inform affected users.
- Service Quality Supervision
The customer service team receives regular professional training and is assessed on service response speed, problem-solving rate, and other indicators to ensure uniform service standards. You can provide feedback on your evaluation of the customer service via email after each service, and we will reward or punish according to the evaluation results to continuously improve service quality.
- Contact Information and Response Time
- Email communication: customer@lowellita.com, reply within 12 hours on working days and 24 hours on holidays;
- Telephone consultation: +86-15436788745 (Monday to Friday 9:00-18:00), urgent issues can be called first to ensure a timely response.
Lowellita has always believed that service is not the end of a one-time transaction but the beginning of a long-term relationship. As a brand under Fuyang Tengxin E-Commerce Co., Ltd., we will continuously improve the service system, listen to user needs, and use professional and sincere services to escort you on every shopping trip. No matter what problems you encounter in any link, please believe that we will go all out to make you feel valued and respected.