FAQ
Frequently Asked Questions
Orders & Payment
Q: How do I place an order? Simply browse our store, add the products you want to your cart, and proceed to checkout. We accept all major credit cards, PayPal, and other secure payment methods.
Q: Can I change or cancel my order after placing it? If you need to change or cancel your order, please contact us at lozeko.au@hotmail.com within 24 hours of placing your order. Once an order has been dispatched, we are unable to make changes.
Q: Is it safe to shop on Lozeko? Yes, absolutely. Our website uses SSL encryption to protect your personal and payment information. We never store your card details.
Q: Do your prices include GST? Yes, all prices displayed on our website are inclusive of GST as required by Australian law.
Shipping & Delivery
Q: Do you offer free shipping? Yes, we offer free shipping on all orders over $99 AUD Australia wide. For orders under $99 AUD, shipping costs are calculated at checkout.
Q: How long does delivery take? Estimated delivery times are:
- Metro areas: 7–14 business days
- Regional areas: 10–18 business days
- Remote areas: 14–21 business days
Please note that some products are shipped directly from our suppliers and may take slightly longer.
Q: Do you ship to all Australian states and territories? Yes, we ship to all states and territories across Australia including NSW, VIC, QLD, WA, SA, TAS, ACT, and NT.
Q: How do I track my order? Once your order is dispatched, you will receive an email with a tracking number. Please allow 24–48 hours for tracking information to become active.
Q: My order contains multiple products — will they arrive together? Not necessarily. Some orders may be shipped in separate parcels and arrive at different times. You will receive individual tracking numbers for each shipment.
Returns & Refunds
Q: What is your return policy? We offer a 30-day return policy from the date of delivery. Items must be unused, in their original packaging, and accompanied by proof of purchase. Please refer to our Returns & Refund Policy for full details.
Q: How do I return a product? Contact us at lozeko.au@hotmail.com with your order number and reason for return. We will provide you with return instructions within 2 business days.
Q: When will I receive my refund? Once we receive and inspect your returned item, your refund will be processed within 5–7 business days to your original payment method.
Q: My order arrived damaged — what do I do? Please contact us within 7 days of delivery at lozeko.au@hotmail.com with photos of the damage and your order number. We will arrange a replacement or full refund at no additional cost.
Products
Q: Are your products compatible with Australian power outlets? Yes, all electrical products sold on our website are compatible with Australian power outlets (220–240V) unless otherwise stated in the product description.
Q: Do your electrical products meet Australian safety standards? We are committed to selling products that comply with Australian product safety standards. If you have questions about a specific product's certifications, please contact us before purchasing.
Q: Are your smart home products compatible with Google Home and Amazon Alexa? Compatibility varies by product. Please check the individual product description for compatibility information. If you are unsure, feel free to contact us.
Q: Can I use your solar panels and power stations off-grid? Yes, our portable solar panels and power stations are designed for off-grid use and are ideal for camping, caravanning, and emergency backup power.
Pool & Outdoor
Q: Are your robotic pool cleaners suitable for above-ground pools? This varies by product. Please check the individual product description to confirm compatibility with your pool type.
Q: Are the pool liners easy to install? Yes, our pool liners are designed for easy installation without tools. Please refer to the product description and included instructions for guidance.
Customer Support
Q: How can I contact Lozeko? You can reach us at: Email: lozeko.au@hotmail.com Response time: within 2 business days
Q: What are your customer service hours? Our team monitors enquiries Monday to Friday. We aim to respond to all messages within 2 business days.
Q: I have a question that is not answered here — what do I do? Simply send us an email at lozeko.au@hotmail.com and we will get back to you as soon as possible.
Last updated: June 2026