FAQs - Frequently Asked Questions | Lo'voan

Frequently Asked Questions

Explore our comprehensive FAQs section where you'll find answers to your most pressing questions about Lo'voan. Get informed and find what you're looking for easily.

Account & Login

Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest everytime.

However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

How do I /create an account?

How do I create an account on your website?

Creating an account is quick and easy! Follow these simple steps:

1. Locate the account icon - Look for the person/user symbol in the top right header of our website

2. Click on the icon - This will open a dropdown or take you to the login page

3. Select "New customer? Create your account" - You'll see this option below the login form

4. Fill in your details:
• Add your first and last name
• Enter your email address
• Create a strong password (at least 8 characters)

5. Click "Register" to complete the process

6. Check your email - You may receive a confirmation email to verify your account

Benefits of having an account:
• Faster checkout on future orders
• Track your order history
• Save multiple shipping addresses
• Create wishlists for future purchases
• Receive exclusive member offers

Need help? If you're having trouble creating your account, please contact our customer support team.
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Can I update my account details?

You can update your name, phone number, and shipping address by logging into your account and visiting the "Profile" section. However, please note that your email address cannot be changed once your account is created.

I forgot my password — how can I reset it?

On the login page, click “Forgot your password?” and enter your registered email address. We’ll send you a password reset link shortly. If you don’t receive it within a few minutes, check your spam folder or contact us for help.

Ordering Questions

How do I order?

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

How will I know if my order is confirmed?

You’ll receive a confirmation email immediately after successful payment, with your order number and details.

I have problems adding items to my shopping cart?

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.

This may also be a browser issue. Try refreshing the page or clearing your cache. If it continues, contact us via the Contact Us page.

Can I place an order through WhatsApp or Instagram?

For the fastest and most secure experience, we recommend placing your order directly on our website. However, if you’re facing issues or need assistance, our team is happy to guide you via WhatsApp or Instagram DMs.

I didn’t receive a confirmation email — was my order placed?

Please check your spam or promotions folder first. If there's still no email after 15 minutes, contact us with your name and order details, and we’ll verify your order for you.

Can I place a bulk order or order for gifting?

Yes! For bulk or gift orders, please contact us directly via WhatsApp or our Contact page. We’ll help you with custom packaging and delivery options.

Is there a minimum order amount?

There’s no minimum order limit — you’re welcome to order any product. However, free shipping may only apply above a certain amount, which is shown at checkout.

Payments & Discounts

How do I pay for my orders?

We accept Cash on Delivery (COD), Bank Transfers, and secure Online Payments via digital wallets.

I have a discount code — how do I use it?

Enter your code during checkout in the “Discount Code” field. It will apply automatically if valid.

Why isn’t my discount code working?

Make sure the code is spelled correctly and hasn’t expired. Some codes may have minimum order requirements or be valid for specific products only. If it still doesn’t work, feel free to contact us for assistance before placing your order.

Order Changes & Cancellation

Can I amend and cancel my order?

If your order hasn’t been processed yet, you may contact us immediately to request a change or cancellation. Once the order is processed and prepared for dispatch, it can no longer be modified. Please note: your tracking ID may be updated after a short delay, even though your order is already in the fulfillment stage — so act quickly if you need changes.

Can I change the delivery address after placing an order?

If your order hasn't been processed yet, we may be able to update your delivery address. Please contact us immediately through our Contact Us page. Once your order has been packed or dispatched, the address can no longer be changed.

I ordered the wrong product — can I swap it?

If your order hasn’t been processed yet, we can help you switch it to the correct item. Contact us right away with your order number and the product you'd like to change.

I placed multiple orders — can you combine them?

If your orders were placed close together and haven't been processed yet, we may be able to combine them into one shipment. Please contact us quickly so we can try to accommodate your request.

Delivery & Tracking

How long does delivery take?

Most orders are delivered within 3–5 working days. Remote areas may take a little longer.

How much does shipping cost?

We offer free shipping on orders above a certain value. Standard shipping fees apply below that and are shown at checkout.

How can I track my order?

You’ll get a tracking link via email or SMS after your order is dispatched.

You can also use our Track Order page anytime.

What if my order is delayed or missing?

Please check your tracking link first. If there’s no update or a delay, contact us via the Contact Us page.

Do you offer Cash on Delivery?

Yes, COD is available across Pakistan.

Returns & Refunds

Can I return a product if I change my mind?

We currently do not offer returns for change of mind. Please review product details before placing your order.

What if my order arrives damaged or incorrect?

If you receive a wrong or damaged item, contact us within 24 hours of delivery with photos and order details. We’ll arrange a replacement or resolution.

Do you offer refunds?

Refunds are only issued in cases where the item is out of stock or a replacement isn’t possible. For full details, please review our Refund Policy.

Product Usage

How do I use your products correctly?

Each product includes detailed usage instructions on its individual page. Please refer to the “How to Use” section on the product you’re interested in for the most accurate guidance.