FREQUENTLY ASKED QUESTIONS
Once you have completed your order online, we will send you an order confirmation by email. If you do not receive an order confirmation email, get in touch with us at firstname.lastname@example.org and we’ll look into it for you.
Once your order is on its way, you'll receive an email with a tracking number. Information about the status of your order will be available via a link in the same email.
All Two + Lou billing is completed in New Zealand dollars and all amounts displayed are inclusive of GST. The biller on the bank statement will be Two + Lou Limited.
Credit card transactions
We accept payment via Visa, Mastercard & Amex. Transactions are processed by our payments partner. We don’t store your card details on our servers.
What if I need to cancel my order?
If you would like to cancel an order, you need to get in touch before we dispatch it.
If we have already sent the order you can still return the item if it meets the conditions in our Returns policy.
What if my order has gone missing?
If products are lost or damaged in transit, please contact us within 7 business days via email at email@example.com
If the parcel is not able to be located, we will offer you the choice of a replacement, or a full refund once we have received confirmation from our carriers that delivery was not successful.
What are the delivery timeframes I can expect for my order?
Delivery within New Zealand is typically within 1 – 3 days (may be longer for some rural destinations).
Express delivery within New Zealand is typically overnight (may be longer for some rural destinations).
Delivery to addresses in Australia is typically within 3 – 10 working days.
For other international orders, email us at firstname.lastname@example.org and we can provide you with an estimated delivery timeframe.
Please note that Saturday, Sunday and NZ public holidays are not counted during delivery, so if they occur during your order's travel time, it will take longer.
Also note due to COVID 19 there may be scenarios where delivery timeframes are impacted beyond our control.
I'm not from New Zealand, so how can I return my product?
We can help you work out the best way to return your product(s). Get in touch with us via email at email@example.com