Shipping & Returns

Shipping & Returns

1.Extended Christmas Returns: 10th January & Delivery timeframes

Orders placed after 1st December 2023 have until 10th January 2024 to return their items.

Xmas/NYE timeframes:

UK: Order before 22nd December for best chance of delivery before Xmas.

US/International: Order before 20th December for best chance of delivery before Xmas. Order before 22nd December for best chance of delivery before NYE.

Please note there will be no collections or deliveries on the following days:

Non-Working Days: 25th, 26th, 31st December and 1st January.

2.Returns Policy (please read)

You have 14 days from the date of delivery receipt to return any unused items and receive a refund from LOW SIVAKOVA TRADING LIMITED. Please note that we do not currently offer exchanges.

Items must include all original tags and be in the same pristine, sellable condition that they were received. They must also be in their original packaging (garment bag for clothing, box for shoes etc).

SALE items are FINAL SALE and are NOT eligible for returns. This does not affect your statutory rights.

Items must:

• Include all original tags attached

• Be unwashed, unused and unworn

• Not have make up stains/ fake tan or other marks (including sweat marks)

• Not smell of pets, washing powder, perfume etc.

• Not evidence outdoor wear

• Not be considered unhygienic to resell

Garments that do not comply with these conditions will not be accepted and will be sent back at the expense of the customer.

Our full returns policy can be found at: https://lowsivakovatrading.online/
Please scroll down for returns instructions

3.Returns Address

Please scroll down the page for country specific returns options and guidance.

If you would like to arrange your own return, we would be happy to accept your unused items within 14 days of receipt, so long as it complies with our returns policy.

LOW SIVAKOVA TRADING LIMITED Returns

47 Sandy Ln,

Woking
GU22 8BG,

United Kingdom

We have prepaid options available for UK and USA returns. Please scroll down the page for these.

4.Important returns instructions

• Please attach your returns label to the outside of your parcel. Ensure the return address is clear and cannot be confused with any other address (please cross out any previous addresses that could still be on the packaging).

• Please include the original packing slip/ returns form with your order number clearly visible along with your items. We cannot process your return without your order number and name.

• Note down the tracking number and please track it to confirm it’s been delivered back to us. The return is your responsibility until it reaches us.

Please scroll down for return options for your respective countries.

5.Refunds

Once your return has reached our premises it can take up to 14 working days to process as we comply with sanitary processes and procedures. We will notify you of the approval or rejection of your refund once it has been processed.

If your return is approved, you will receive the amount via the original payment method within 14 days after we notify you, depending on your bank. Refund times are dictated by your card issuer and are outside of our control.

We do not offer free returns and your refund will not include the cost of the original postage and packaging.

uk

1.Standard Tracked (3-5 Working Days) ~ £3.99/ Free over £150

Standard Tracked UK Delivery (3-5 working days)

£3.99/ Free over £150

• Dispatch is Monday to Friday only, before 12pm GMT only.

• Orders are sent via Royal Mail Tracked services.

• Large/Heavy items may incur an additional shipping cost of £1.90 which is reflected at checkout.

Please note that deliveries to the Channel Islands and Isle of Man may be subject to delays due to Customs checks.

Safe place/ leave with neighbour: If you'd prefer for your parcel to be left in a safe place or with your neighbour, you can select these options using links provided when Royal Mail sends shipping updates for your order. However please be aware that JAKI cannot be held liable for any loss or damage that may occur upon delivery if your parcel is left in your requested safe place or with your neighbour.

2.Standard Tracked (3-5 Working Days) ~ £3.99/ Free over £150

Standard Tracked UK Delivery (3-5 working days)

£3.99/ Free over £150

• Dispatch is Monday to Friday only, before 12pm GMT only.

• Orders are sent via Royal Mail Tracked services.

• Large/Heavy items may incur an additional shipping cost of £1.90 which is reflected at checkout.

Please note that deliveries to the Channel Islands and Isle of Man may be subject to delays due to Customs checks.

Safe place/ leave with neighbour: If you'd prefer for your parcel to be left in a safe place or with your neighbour, you can select these options using links provided when Royal Mail sends shipping updates for your order. However please be aware that LOW SIVAKOVA TRADING LIMITED cannot be held liable for any loss or damage that may occur upon delivery if your parcel is left in your requested safe place or with your neighbour.

4.How to return (Scroll down to view options)

You have 14 days from the date of delivery receipt to return any unused items and receive a refund from https://lowsivakovatrading.online/ . Please note that we do not currently offer exchanges. Returns for online purchases will not be accepted in our physical LOW SIVAKOVA TRADING LIMITED stores.

Items must include all original tags and be in the same pristine, sellable condition that they were received. They must also be in their original packaging (garment bag for clothing, box for shoes etc).

You can either arrange your own return (scroll down for the address) or use our pre-paid returns service (£3 fee for each label used). Please note we do not offer free returns, and we do not accept returns in store.

Please send your return back in the original postage bag/box provided. If this is not possible, please use an alternative postage bag or box.

• Please attach your returns label to the outside of your parcel. Ensure the return address is clear and cannot be confused with any other address (please cross out any previous addresses that could still be on the packaging).

• Please include the original packing slip/ returns form with your order number clearly visible along with your items. We cannot process your return without your order number and name.

• Note down the tracking number and please track it to confirm it’s been delivered back to us. The return is your responsibility until it reaches us.

5.Returns Option 1: Arranging your own return

If you have chosen to arrange your own return, you will be responsible for paying for your own shipping costs for returning your item.

Please post the item(s) you wish to return to the following address:

LOW SIVAKOVA TRADING LIMITED Returns

47 Sandy Ln, Woking, GU22 8BG, United Kingdom

• Please include a note with your order number (original packing slip will be sufficient) and the items you wish to return inside the package, along with a note stating that you have arranged your own return.

• We recommend using a tracked delivery service and to keep a proof of postage as we don’t take responsibility for items lost in the post.

• When we receive your return we will process a refund for the item(s) returned within 14 working days. You will receive the amount via the original payment method within 14 days after we notify you, depending on your bank.

The return will be successful provided the goods are in the unused condition that they were in when the order was received. Your refund will not include the cost of original postage and packaging.

We do not accept returns in store due to sanitisation procedures that must be followed.

Common Questions

1.Faulty items

In the unfortunate case that you have received a faulty item a please contact us at Payment@lowsivakovatrading.online for how to proceed, including your order number and faulty item in the subject line (e.g. Order #1234, Faulty item) and please include a picture of the fault to speed up the process.

Our customer service team aim to respond to emails within 72 hours.

Please note that you will be asked to provide evidence that your item was faulty upon receipt. Please refer to the conditions of return stated above.

Additionally, minor imperfections such as loose threads are not considered as a fault as the goods are still considered as fit for purpose.

You must report any faulty or damaged goods to us within 14 days of when the goods were delivered.

2.Undelivered items/ Delivery refusal

In the rare and unlikely event that your order cannot be delivered due to incorrect information provided by the customer or missed or refusal of deliveries, the customer will be responsible for any additional shipping charges for redelivery.

If there is still no response to re-delivery and your item is destroyed, you will not be entitled to a refund. If your parcel is re-directed/returned to sender after redelivery attempts and there is no indication that you will accept the parcel, you will be liable for any original and return shipping costs, and customs charges your parcel incurs.

3.Disputed Delivery

Please note that LOW SIVAKOVA TRADING LIMITED has the right to request evidence before issuing any refunds. LOW SIVAKOVA TRADING LIMITED also has protocols in place should suspicious or fraudulent activity be suspected.

If you wish to dispute your delivery after the delivery carrier has issued confirmation of delivery (through tracking information), you are entitled to do so within 14 days of this confirmation.

4.Late or missing refunds (if applicable)

If the stated 14 working days to process your return has passed, and you haven’t received a "Return accepted" email, here are the actions to take:

1. Check your returns tracking number or proof of postage receipt to check when/if we have received it.

2. Check your spam/junk email inbox and your bank account.

3. Email us: Payment@lowsivakovatrading.online stating your order number in the subject line. Please explain that you have not received a refund yet.

If you have received a "Return accepted" email and have still not received your funds after 14 working days, we advise you to contact your bank. There is often some processing time before a refund appears in your account and it differs depending on the financial provider, thus they should be able to give you a more accurate update.

If you’ve done all of this and you still have not received your refund, please contact us at: Payment@lowsivakovatrading.online

We do not offer exchanges for items posted back to us.

Additional non-returnable items

Gift cards

Downloadable software products

Health and personal care items (including Face Masks).

Route Package Protection

Items that would be considered unhygienic to re-sell such as bodysuits, socks, and underwear.

5.Additional notes to consider

The goods are your responsibility until they reach us so please ensure that they are securely packaged and sealed, and if applicable please ensure that you keep any receipts from your chosen tracked delivery service. Ensure the return address is clear and cannot be confused with any other address (please cross out any previous addresses that could still be on the packaging).

Even if you have decided to return your entire order, please do not return any promotional items included in the package, such as discount flyers or consumable samples.

Please do not send your purchase back to the manufacturer.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Shipping costs are non-refundable unless the return is for a faulty item.

If we receive a return and it does not comply with our terms and conditions, we cannot offer a refund. This does not affect your statutory rights.

6.Import Charges

Please note that customers will always be liable for any import charges they receive. Please see relevant delivery policies for further guidance or check with local authorities before placing your order.

For USA orders, as long as the order is to a private residential address, your order should not incur any customs duties/ import charges. USA orders will not incur duties/taxes so long as the goods are valued at no more than $800 per person per day, at a private residential address.

For Canada, EU, UAE, and some ROW orders, we ship via DDP (Delivery Duties Paid), meaning we cover the duties. You should not have to pay anything more than what is reflected at checkout if the shipping name contains DDP.

We can only send parcels to residential addresses without incurring extra charges. This excludes hotels and business addresses. If selected, your parcel will incur extra duties and taxes which you will be liable for.

LOW SIVAKOVA TRADING LIMITED is not responsible for any import charges on return shipments. You must cover these when returning your item or please use our prepaid DHL Express Returns Service which already covers this.

Rest Of World

1.Rest of World DHL Express (4-7 Working Days) ~ £24.99

• Customer is liable for any import bills they may receive.

• Dispatch is Monday to Friday, before 12pm GMT only.

• Orders are sent via DHL Express. The most premium and reliable international delivery service.

• Tracked and Signed for service.

• Min Spend: £100. Max order value: £500.

• Countries include: Bahrain, China, Hong Kong SAR, Indonesia, Japan, Kuwait, Macao SAR, Malaysia, Mexico, Philippines, Qatar, Singapore, South Africa, South Korea, Taiwan, Thailand, UAE.

Please note that international deliveries may be subject to delays due to Customs checks. Please allow an extra day due to the covid-19 situation.

Working days are defined as Monday to Friday, excluding Bank and Public Holidays.

2.Signature release/ leave with neighbour

If you'd prefer not to sign for your parcel or to leave it with your neighbour, you can select these options using links provided when DHL sends shipping updates for your order. However please be aware that LOW SIVAKOVA TRADING LIMITED cannot be held liable for any loss or damage that may occur upon delivery with removal of your signature requirement.

3.Returns Option 1: Arranging your own return

ARRANGING YOUR OWN RETURN

You will be responsible for paying for your own shipping costs for returning your item(s).

Please post the item(s) you wish to return to the following address:

LOW SIVAKOVA TRADING LIMITED Returns

47 Sandy Ln, Woking, GU22 8BG, United Kingdom

• Please include a note with your order number (original packing slip will be sufficient) and the items you wish to return inside the package, along with a note stating that you have arranged your own return.

• We recommend using a tracked delivery service and to keep a proof of postage as we don’t take responsibility for items lost in the post.

4.Rest of World DHL Express (4-7 Working Days) ~ £24.99

• Customer is liable for any import bills they may receive.

• Dispatch is Monday to Friday, before 12pm GMT only.

• Orders are sent via DHL Express. The most premium and reliable international delivery service.

• Tracked and Signed for service.

• Min Spend: £100. Max order value: £500.

• Countries include: Bahrain, China, Hong Kong SAR, Indonesia, Japan, Kuwait, Macao SAR, Malaysia, Mexico, Philippines, Qatar, Singapore, South Africa, South Korea, Taiwan, Thailand, UAE.

Please note that international deliveries may be subject to delays due to Customs checks. Please allow an extra day due to the covid-19 situation.

Working days are defined as Monday to Friday, excluding Bank and Public Holidays.

5.Signature release/ leave with neighbour

If you'd prefer not to sign for your parcel or to leave it with your neighbour, you can select these options using links provided when DHL sends shipping updates for your order. However please be aware that LOW SIVAKOVA TRADING LIMITED cannot be held liable for any loss or damage that may occur upon delivery with removal of your signature requirement.

6.Returns Option 1: Arranging your own return

ARRANGING YOUR OWN RETURN

You will be responsible for paying for your own shipping costs for returning your item(s).

Please post the item(s) you wish to return to the following address:

LOW SIVAKOVA TRADING LIMITED Returns

47 Sandy Ln, Woking, GU22 8BG, United Kingdom

• Please include a note with your order number (original packing slip will be sufficient) and the items you wish to return inside the package, along with a note stating that you have arranged your own return.

• We recommend using a tracked delivery service and to keep a proof of postage as we don’t take responsibility for items lost in the post.

• Please do not return goods as a 'Gift' as your return will likely accrue customs charges which we will will not be liable for and your return will not reach us.

LOW SIVAKOVA TRADING LIMITED is not responsible for any import charges on return shipments. You must cover these when returning your item or please use our prepaid DHL Express Returns Service which already covers this.

• When we receive your return we will process a refund for the item(s) returned within 14 working days. You will receive the amount via the original payment method within 14 days after we notify you, depending on your bank.

The return will be successful provided the goods are in the unused condition that they were in when the order was received. Your refund will not include the cost of original postage and packaging.

We do not accept returns in store due to sanitisation procedures that must be followed.

7.Returns Option 2: £30.00 Prepaid DHL Express Returns

Our prepaid DHL returns service for international ROW returns comes at a flat cost of £30.00 or the equivalent which will be deducted from your refund. Please note that original postage costs are non-refundable as well.

please email Payment@lowsivakovatrading.online if you would like to proceed with this option with the subject line: 'DHL Prepaid Returns Request' and please state your order number and the items which you are returning.