Questions & Answers
Frequently asked by our community.
Shipping & Returns
When will my order arrive?
Once we receive your order, we'll work to get it shipped within 3 business days and drop you an email once it's on the way. Since we're a small business, getting your order ready might take a little longer (up to 7 days) during busier sales periods.
Once it’s been shipped, you can expect to receive your order within 3-7 business days with standard tracked shipping (Australia-wide).
That said, life is unpredictable and delivery times aren't always guaranteed. As women who don't love to wait, we promise we'll do everything in our power to get you your purchase as soon as we can.
Where do you ship?
For now, we are based in Australia and the US.
Our Australian store ships to any location in Australia and New Zealand.
Our US stores ships US wide.
How much does shipping cost?
Standard tracked shipping costs are based on the weight of your order and your shipping location.
Prices are calculated at checkout.
What's your return policy?
Due to being a small business we have a strict refund policy. Please select your items carefully before making a purchase from us.
Once you receive your items you have 14 days to reach out with any issues.
REFUNDS
We do not offer refunds on any purchases.
FAULTY ITEMS
If your item arrives faulty we will gladly send out a replacement as long as you reach out within 14 days of receiving your item.
RETURNS & EXCHANGES
If you are wanting to return something due to change of mind, we accept exchanges for a different colour or alternatively can issue a store credit (valid for 6 months). Items must be returned within 14 days, in their original (unused and unwashed) condition and packaging, with all tags attached. You will be required to cover the postage costs associated with the return.
TWISTED FRAME
Due to the design of pop-up tents, if incorrectly folded the frame can get twisted in the fabric sleeve, making it difficult for the tent to stand up straight or pack down easily. If you accidentally twist your tent we have a troubleshooting video you can watch to try to resolve the issue. Otherwise you are welcome to reach out to us and send your tent to our warehouse to be repaired. You will be required to cover the associated postage costs.
How do I return or exchange my order?
To enquire about a return, drop an email to hello@loziandgabe.com within 14 days of receiving your item(s). Be sure to include the name the order was made under and the order number from your original confirmation email. We'll send you instructions to make the rest easy from there.
Can I change or cancel my order once it's been placed?
If you move fast, yes. To cancel or change to your order, email us at hello@loziandgabe.com as quickly as possible after your order has been placed.
Our hands are tied once it's shipped, but we’ll do everything we can to sort you out before then.
The Pop-up Tent
How do I fold up my tent?
Pretty easily. The best way to learn is by watching and following the video we've made (just scroll up). We also suggest practicing before your first outing, to make sure things go smoothly when the time comes.
More of a words person? Here's a step-by-step guide:
1. Stand next to the side of the tent with the logo.
2. Pull the floor of the tent up and bring the two sides together.
3. Make sure the fastening strap is on the side of the tent furthest from you.
4. Fold the top of the tent down to touch the bottom.
5. Fold the left side in towards your right elbow.
6. Simultaneously use your right hand to fold the top of the tent under and towards your left elbow, effectively twisting the top of the tent into a circular disc and flipping it upside down. This will create two circular discs on the left and one on the right.
7. Fold the circle on the right inwards so it sits atop the other two. Then straighten out all three circles so they stack neatly.
8. Wrap the fastening strap around the bundle, using the clip to tighten and secure as needed.
9. Place the folded tent into the carrier bag and fasten the zip.
10. Exhale and pat yourself on the back for a job well done. The first time is always the trickiest (we promise).
And remember that when all else fails, this video is here to help.
How should I clean and store my tent?
To clean your tent, spot clean with a damp cloth or sponge and mild soapy water before leaving to dry in the sun. Avoid contact with any chemicals and chlorinated water as much as possible.
After each use, make sure the tent fabric is completely dry before storing away. We suggest reopening the tent once you get home and either leaving it in the sun to dry, or patting down any damp surfaces with a cloth to absorb any leftover moisture. Then, pop it into its carrier bag and store indoors until next time.
How do I secure my tent to the ground?
Depends where you are!
At the beach? We've designed the tent with outer sand pockets on all three sides. Just fill them up to add some weight and keep it from budging.
If you're somewhere with grass or dirt, just use the four tent pegs to secure the corners to the ground.
My tent poles seemed a little bent when I tried to fold them up. How do I fix them?
This happens when you fold up the tent incorrectly, because the poles twist in their 'sleeve' and get stuck. Don't worry – they're easy to pop back into place. Just find wherever they look bent and gently rotate them back into alignment.
Need a little refresher on how to fold away your tent? Watch it here.
