Refund policy

We want you to be satisfied with your purchase from House of Lowell. If an item is not right for you, eligible items may be returned in accordance with the conditions below.

30-Day Return Period

You may request a return within 30 days after receiving your order.

Return requests submitted after the 30-day return period may not be accepted.

Return Eligibility

To be eligible for a return, an item must generally:

Be unworn and unused
Be in its original condition
Have its original tags attached, where applicable
Be returned with its original packaging where reasonably possible
Show no signs of wear, washing, alteration, damage after delivery, or misuse

We may request photographs or other relevant information before authorizing a return.

How to Request a Return

To request a return, contact us at support@houseoflowell.com.

Please include:

Your full name
Your order number
The item or items you wish to return
The reason for the return

After your return request has been reviewed, we will provide the applicable return instructions and return address.

Please do not send returns to our registered business address in the Netherlands. Returns sent without following the provided return instructions may be delayed or may not be processed correctly.

Return Destination

Our central return facility is located in China.

The exact return address and return instructions will be provided after your return request has been reviewed.

Return Shipping Costs

For standard returns, including returns due to fit, preference, size selection, or a change of mind, the customer is responsible for the cost of return shipping to our return facility in China.

Return shipping costs vary depending on the carrier, shipping method, parcel size, weight, and origin and are not reimbursed for standard returns.

We strongly recommend using a trackable shipping method and retaining proof of shipment until your return has been processed.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from the item you ordered, please contact us as soon as reasonably possible.

Please provide your order number, a description of the issue, and clear photographs showing the problem.

If we confirm that the item is damaged, defective, or incorrect, House of Lowell will provide an appropriate solution and will cover applicable return shipping costs where a return is required.

Refunds

Once your returned item has been received and inspected, we will notify you regarding the status of your refund.

If your return is approved, your refund will be issued to the original payment method.

Approved refunds are processed by us within up to 7 days. After the refund has been processed, your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

Restocking Fees

House of Lowell does not charge a restocking fee for eligible returns.

Exchanges

If you would like a different size, color, or item, please contact our customer service team. Depending on availability and the circumstances of your order, we will advise you on the available options.

Non-Returnable Items

For hygiene, safety, or other legitimate reasons, certain items may not be eligible for return where applicable. Any product-specific return restriction will be clearly communicated before purchase where required.

Items that have been worn, washed, altered, damaged after delivery, or otherwise used beyond what is reasonably necessary to inspect the item may be refused.

Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

We cannot guarantee cancellation once an order has entered processing or has been dispatched. If the order can no longer be cancelled, you may request a return after delivery in accordance with this policy.

Contact Us

Email: support@houseoflowell.com
Phone: +31 6 16498235
Customer Service Hours: Monday–Friday, 9:00 AM–5:00 PM CET