Support
Contact Us
Contact Lowfire for help with orders, delivery, returns, payments, products, or account access. We normally reply within 2 business days.
Email support
The best way to reach us is support@lowfireliving.com. We normally reply within 2 business days. During launches, public holidays, or unusually busy periods, a response may take a little longer.
Please send only one message for the same issue where possible. Replying to the existing email thread helps us keep the order history and supporting information together.
Include these details
- Your order number, if the question relates to an order.
- The email address used at checkout.
- A short description of what happened and the outcome you need.
- Clear photographs of the product, parcel, shipping label, and packaging for damage, missing-item, or incorrect-item claims.
- Do not send complete payment-card details, passwords, or other unnecessary sensitive information.
Order changes and cancellations
Contact us as soon as possible if you need to correct an address, change an item, or cancel an order. We cannot guarantee a change after payment, inventory reservation, packing, or fulfillment has started.
Signed-in customers can review order history and current order details in the account area. Guest customers should include the order number and checkout email in their message.
Delivery and tracking
Available delivery methods and final shipping charges are calculated at checkout from your destination, cart, region, inventory location, and fulfillment provider.
If tracking has stopped updating, a parcel is marked delivered but cannot be found, or the delivery estimate has materially passed, contact us after checking the carrier notice and delivery address.
Returns, damage, and incorrect items
Contact us before sending anything back. We will review eligibility and provide the correct return address and instructions. Unauthorized returns may be delayed or refused.
For damaged, defective, missing, or incorrect items, keep the product and all packaging until the review is complete.
Products, payments, and accounts
We can help with product information, order payment status, promotional-code issues, account access, and questions about personal data. Payment providers and banks may need to resolve card declines or posting times outside our control.
For allergy, ingredient, or suitability questions, check the product label and contact us before purchase. Website content is general information and is not medical advice.
Business contact
Lowfire is operated by Selcovia Ltd.. Business address: RM 13, 7/F, HSE OF CORONA, 50 HUNG TO RD, KWUN TONG, HONG KONG.
Do not mail returns to the business address unless our support team specifically instructs you to do so. Approved returns may use a separate fulfillment address.