FAQs

What is Lowheads?

Lowheads is an underground, independent fashion marketplace where you can shop from some of the best, up-and-coming underground brands around the globe, all on one site.

 

How long does shipping take?

Each brand on our marketplace has different shipping times.

All shipping information is displayed on each product page.

 

What does [PRE-ORDER] mean?

Items that are noted as [PRE-ORDER] are handmade-to-order by the brand. If you see this tag on an item, it typically means that you will have to wait longer for that item to ship to you.

The exact shipping time will be noted on the product page and is also displayed in your cart.

 

Has my order shipped?

You will receive a shipping confirmation email with tracking once your order has shipped.

Please note that each brand on our marketplace has different shipping times. Some brands can take up to 4 weeks to ship since their items are handmade-to-order.

If your order is past the estimated shipping time listed for the product, please send us an email at support@lowheads.zendesk.com and we will look into what is causing the delay.

 

Will I get a tracking number for my order?

Yes, all orders will receive a shipping confirmation email with tracking once the order has shipped.

 

Where is my order?

You can access your order status page through the order confirmation sent to your email.

If your order is past the estimated shipping time listed for the product, please send us an email at support@lowheads.zendesk.com and we will look into what is causing the delay.

 

What is your return policy?

Please read our Lowheads Buyer Protection and Return Policy for the full overview.

Customers are eligible for a full refund upon request if the item is past its "Time To Ship" period. "Time To Ship" information is stated on each product page and varies by brand.

Every product purchased on our website is eligible for a size swap if the requested size is in stock in our store.

Orders are only eligible for a refund after delivery if the product has been misrepresented. Photo proof is required.

 

Why am I getting multiple packages or tracking numbers?

Since each brand on Lowheads ships their own orders, you may receive multiple packages or tracking numbers if your order contained items from multiple brands.

 

Why did I get two notifications when my order was shipped?

You may receive multiple packages or tracking numbers if your order contained items from multiple brands.

You may also receive two notifications even if you've placed an order for only one product. Don't worry, this is not a mistake. Since each brand on Lowheads ships its own orders, you may receive two fulfillment notifications, one from Lowheads and another from the brand. They are both valid.

 

What countries do you ship to?

Only US and Canada at the moment.

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For any other questions, email our customer support team at

support@lowheads.zendesk.com