Question 1

How quickly will I get a response to my support request?

Accepted Answer

Most requests receive a first response within one business day. Urgent delivery and installation issues are prioritised and are usually answered the same day during our support hours.

Question 2

How do I check the status of my request?

Accepted Answer

Use the Track Request page. Enter the case reference number shown on your confirmation page along with the email address you submitted, and you will see the current status and last update.

Question 3

What is a case reference number?

Accepted Answer

Every submission is assigned a unique reference such as LHC-2026-4F7K2Q. It identifies your case across every channel, so keep it handy when you call or message us.

Question 4

Do I need my order number to get help?

Accepted Answer

No. The order number is optional, but including it helps us find your purchase faster and reduces the number of follow-up questions.

Question 5

Can I attach photos of a damaged or incorrect item?

Accepted Answer

Yes. The support form accepts images and PDF documents up to 8 MB each, with a maximum of five files per request. Clear photos of damage speed up replacement decisions considerably.

Question 6

How do I request a return or refund?

Accepted Answer

Submit a request under the Returns & Refunds category with your order number and a short description of the item. Our team will confirm eligibility and send you the next steps.

Question 7

Is my personal information safe?

Accepted Answer

Yes. Submissions travel over an encrypted HTTPS connection, attachments are stored in private storage that only authorised support staff can open, and we never sell your data. See our Privacy Policy for full details.

Question 8

Can I speak to someone directly?

Accepted Answer

Absolutely. Call +1 607 698 0325 or message us on WhatsApp at +44 7853 169761 during support hours. You can also email loweshelpcare@gmail.com at any time.

Frequently asked questions