Frequently Asked Questions
Ordering & Payment
How do I place an order?
Browse our website, select the items you'd like to purchase, customize them if applicable, add them to your cart, and proceed to checkout. You'll need to provide shipping information and payment details to complete your order.
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, American Express, Discover), PayPal, and Shop Pay. All payments are processed securely through our payment processors.
Is it safe to use my credit card on your website?
Yes, our website uses secure encryption technology to protect your personal information. We are PCI compliant and never store your complete credit card information on our servers.
Can I modify or cancel my order after it's been placed?
If your order hasn't entered production yet, you may be able to modify or cancel it. Please contact our customer service team immediately at support@lowndecor.com with your order number.
Shipping & Delivery
How long will it take to receive my order?
Production time for customized items is typically 3-7 business days. Standard shipping within the US takes 7-10 business days after production. Expedited shipping options are available at checkout.
Do you ship internationally?
Yes, we ship to most countries worldwide. International shipping times vary by location and may take 2-4 weeks. Additional customs fees, taxes, or import duties may apply and are the responsibility of the recipient.
How can I track my order?
Once your order ships, you'll receive a tracking number via email. You can also check your order status by visiting the "Track Order" page and entering your order number and email address.
Do you offer free shipping?
We offer free standard shipping on all U.S. orders over $100. Free shipping promotions may be available periodically throughout the year.
Returns & Refunds
What is your return policy?
We stand behind the quality of our products. If your item arrives damaged or defective, please contact us within 30 days of delivery for a replacement or refund. For personalized items, returns are only accepted if there's a manufacturing defect or if the item doesn't match your customization specifications.
How do I initiate a return?
Contact our customer service team at support@lowndecor.com with your order number and reason for return. We'll guide you through the process and provide a return shipping label if applicable.
How long does it take to process a refund?
Once we receive your returned item, we'll inspect it and process your refund within 3-5 business days. It may take an additional 5-10 business days for the refund to appear on your credit card statement or bank account.
Product Information
Are your products handmade?
Many of our products involve handcrafting processes, though we use modern production techniques to ensure quality and consistency. Each customized item is individually created to your specifications.
Can I see a preview of my customized item before ordering?
Yes, our customization tool shows a preview of your design before you complete your purchase. Please note that colors may appear slightly different on screen versus the finished product due to monitor settings.
Do you offer gift wrapping?
Yes, gift wrapping is available for most items for an additional fee. You can select this option during checkout. We can also include a personalized gift message on a card at no extra charge.
Have more questions? Contact us at support@lowndecor.com