Shipping & Returns
Shipping
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 10 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 and size of your order as well as your shipping location.
Prices are calculated at checkout.
Returns
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 30 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 30 days of receiving your item. We highly recommend opening your tent at home to see if it is standing straight and practising the pack down as soon as it arrives. If you have used it at the beach and it is sandy then we cannot accept it as a return.
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 30 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. This is why we strongly suggest opening your tent as soon as it arrives and practicing the pack down using our folding technique you can find here or by scanning the QR code on the care label of the tent bag.
We can't accept responsibility for tents that are twisted due to user error by not using the correct folding technique.
How do I return or exchange my order?
To enquire about an exchange, drop an email to hello@loziandgabe.com within 30 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.
As per our returns policy- we do not offer refunds, only exchanges or store credits for unused products in original condition with tags still attached.
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.
