Frequently Asked Questions (FAQ)

Frequently asked questions

Orders and processing

What time do I need to order by?

Orders placed before 5:00 pm UK time, Monday to Friday, start processing the same day. Orders placed after 5:00 pm on a Friday, at the weekend or on a UK bank holiday start processing on the next business day.

How long does it take to process an order?

Orders are prepared, checked and dispatched within 1–3 business days (Monday to Friday).

Can I change or cancel my order?

To change your delivery address, email support@lowgoose.com before your order starts processing. You can cancel for a full refund at any time before dispatch. If your order has already been dispatched, you can still cancel under your 14-day right to cancel by returning the item once it arrives.

Delivery

Where do you deliver?

We currently deliver to addresses within the United Kingdom only.

How much does delivery cost?

Standard delivery is free on every UK order, with no extra handling fees at checkout.

How long will my order take to arrive?

Once dispatched, delivery usually takes 7–14 business days, making a total of 8–17 business days from the date of your order. Carriers deliver Monday to Friday, and deliveries may take a little longer during busy periods or around bank holidays.

Which carriers do you use?

We work with trusted partners including Royal Mail, DPD and Evri. The carrier depends on your address, the size of your order and current availability.

Where is my order shipped from?

Low Goose is operated by ECOM BILAL LTD, registered in London, but our products are fulfilled by logistics partners and warehouses that may be located outside the UK. Our London office is our business address, not the place orders ship from.

Will I have to pay customs charges or import VAT?

No. The price at checkout is final. Any import VAT, duties or customs fees are covered by us, so you'll never pay extra on delivery.

Tracking

How do I track my order?

We'll email your tracking number within 48 hours of dispatch. You can also follow your parcel on our Order Tracking page using your tracking number or order details.

My tracking says "Delivered" but my parcel hasn't arrived. What should I do?

Check with neighbours and any safe place you've nominated, then email support@lowgoose.com as soon as possible, ideally within 3 business days, so we can open an investigation with the carrier.

Returns and refunds

Can I return an item?

Yes. You have a legal right to cancel within 14 days of the day after delivery, and we extend this to 30 days from delivery for change-of-mind returns. Items should be unused and returned in their original packaging with all parts included.

How do I start a return?

Email support@lowgoose.com within 30 days of delivery with your order number, the item(s) you're returning and the reason. We'll reply with the return address and instructions.

Who pays for return postage?

If an item is faulty, damaged or incorrect, returns are free. For change-of-mind returns, you pay the return postage, which isn't refunded.

How long do refunds take?

Once we've received and inspected your return, approved refunds are processed within 7 business days to your original payment method, and always within 14 days of us receiving the item. Your bank may take a few extra days to show the refund.

Can I exchange an item?

Yes. Return the original item as normal and place a new order for the colour, size or finish you'd prefer.

Is there anything I can't return?

For change-of-mind returns, we can't accept items supplied sealed for hygiene reasons (such as pillows or bedding) once unsealed, made-to-order or personalised items, or perishable goods. If any of these are faulty or not as described, your statutory rights still apply.

What if my item arrives damaged, faulty or incorrect?

Email support@lowgoose.com as soon as possible, ideally within 48 hours of delivery, with clear photos of the item and packaging, and we'll put it right quickly.

What are my consumer rights?

Our policies don't affect your rights under the Consumer Rights Act 2015. Goods must be of satisfactory quality, fit for purpose and as described. If they aren't, you can reject them for a full refund within 30 days of delivery, and after that you're entitled to a repair, replacement or refund.

Our products

How can I check whether a product will suit my space?

Each product page lists the item's dimensions and key details. We recommend measuring your space before ordering. If you're unsure, contact our team and we'll help.

Will the colour look exactly as it does on screen?

We photograph our products as accurately as possible, but colours and finishes can look slightly different depending on your screen settings.

Payments and privacy

Which payment methods do you accept?

We accept Visa, Mastercard, American Express, Maestro and UnionPay, plus Shop Pay, Apple Pay and Google Pay. All payments are taken in pounds sterling (GBP £).

Is my payment secure?

Yes. Payments are processed through encrypted, PCI DSS-compliant systems, and we never store your full card details.

How do you use my personal data?

We use your data to process and deliver orders, provide customer support, improve our website, prevent fraud and meet our legal obligations. We never sell your personal data. Full details are in our Privacy Policy.

What are my data protection rights?

You can ask to access, correct or delete your personal data, restrict or object to how we use it, and withdraw consent at any time. You can also complain to the Information Commissioner's Office (ICO). Email support@lowgoose.com to use any of these rights.

Getting in touch

How can I contact customer service?

Email support@lowgoose.com or use our Contact page. Our team is available Monday to Friday, 9:00 am – 5:30 pm, and Saturday and Sunday, 10:00 am – 3:00 pm (UK time), and we aim to reply within 24 hours.