Lofifo in brief. Email info@lofifo.com if this page does not cover it. We reply within 24 working hours.
Orders
How do I know my order went through?
A confirmation email with an itemised receipt and your order number reaches you within a few minutes of checking out. If you cannot see it, look in your spam folder first, then email us with the address you used at checkout and we will find it.
Can I change my order after placing it?
Yes, so long as it has not been dispatched. Email us without delay with your order number and what you need changed. Our dispatch system is automated so orders move to packing quickly, which means the sooner you tell us the better.
Can I cancel my order?
Free of charge at any point before dispatch. Email info@lofifo.com with your order number and the subject line CANCEL ORDER. If it has already gone out you can refuse the delivery or send it back under our 30-day returns policy.
I entered the wrong delivery address. What now?
Email us right away with your order number and the correct address, and we can change it before dispatch. Once the parcel is with the carrier we cannot redirect it, but if it comes back to us we will arrange a redelivery or refund.
Can I order by phone?
Orders are placed through the website only, which keeps your card details secure. If you get stuck at any stage of checkout, we are glad to help you over the phone.
Delivery
How much does delivery cost?
Nothing at all. Standard tracked delivery is free on every order, and there is no minimum spend.
How long will my order take?
We pick and pack orders within 1 to 3 business days, and they then take 6 to 11 working days in transit. That makes 7 to 14 business days in total.
Where do you deliver?
each province and territory. Home addresses, business addresses are all fine. We cannot deliver to PO boxes, and for now we do not ship outside Canada.
Who delivers my parcel?
Canada Post and Purolator, depending on size and destination. Your tracking email shows which one is carrying it.
How do I track my order?
A tracking link is emailed to you as soon as your parcel is scanned into the carrier network. Our Track Your Order page also works with your order number and email address.
My tracking has not updated. Is something wrong?
Tracking often takes 24 to 48 hours to show its first movement after you get the number. That gap is normal. Should nothing has moved after 7 working days, email us and we will open a trace with the carrier.
My order arrived in two parcels. Why?
An order with several items occasionally ships separately and turns up on different days, each parcel with its own tracking number. There is never an extra charge. If one turns up and the other has not arrived within a few days, tell us and we will chase it.
Tracking says delivered but nothing is here.
Please check with neighbours and around your property, as carriers sometimes leave parcels out of sight or in a nominated safe place. If it has still not appeared after 48 hours, get in touch with us and we will look into it with the carrier and put it right.
Nobody was in when the carrier came.
They will normally leave it with a neighbour, in a safe place, or at a local collection point, and post a card or text you. Depots hold parcels for around 14 to 18 days before returning them to us.
Do I pay customs or import charges?
No. We deliver domestically, so there are no duties, customs fees or anything to pay on the doorstep.
Returns and Refunds
What is your returns policy?
You have 30 days from the date your order is delivered. If something is not right, send it back for a refund, replacement or exchange. Refunds always go to your original payment method. Our Return and Refund Policy has the full detail.
How do I start a return?
Email info@lofifo.com with your order number, the items you want to return, and the reason. We reply within 24 working hours with a return authorisation number and the returns address. Please wait for that before posting anything back.
Who pays for return postage?
You pay if you have changed your mind or want a different size. We pay if the item is faulty, damaged or not what you ordered, and in those cases we send you a prepaid label.
Is there a restocking fee?
No. Never.
Can I try something on before returning it?
Yes. The return window is there so you can try an item on to check the fit, just as you would in a shop. What we cannot accept is an item that has clearly been worn out, washed, altered or damaged after delivery.
How long does a refund take?
We inspect and process within 5 working days of your return arriving, and email you the moment it is issued. Your bank then takes a further 3 to 10 working days to post the funds. If it has been more than 14 working days since our confirmation, tell us and we will trace it.
Can I get a refund to a different card?
No. Payment providers only allow refunds along the original payment path, so the money has to return to the card or account you paid with.
Do you refund the delivery cost?
As delivery is free, there is normally nothing to refund. Where the return is our fault, any delivery cost you paid is refunded in full.
What cannot be returned?
Items marked Final Sale, personalised or made-to-order items, and gift cards. These are still returnable if they arrive damaged or faulty.
My item arrived damaged or faulty.
Email us a picture along with your order number. We will send a free replacement or a full refund, whichever you prefer, and cover return postage. You are never required to accept a voucher or credit note instead of a refund.
Can I exchange for a different size?
Yes. Email us and we will set it up. For a size or preference change you cover return postage and we cover sending the replacement. The quickest route is often to request a refund and place a new order, so your replacement ships immediately rather than waiting on the return.
What are my legal rights?
Provincial consumer protection law applies if goods are not as described or of acceptable quality. Our 30-day store policy runs alongside those rights. Personal information is handled under PIPEDA.
Payment
What payment methods do you accept?
The payment methods shown at checkout. Cheques, bank transfers, cash on delivery and cryptocurrency are not accepted.
What currency are prices in?
Canadian dollars. You pay the price shown, and domestic orders have nothing extra to pay on delivery.
When am I charged?
When you place your order. Your confirmation email with an itemised receipt follows straight away.
What will show on my bank statement?
LOFIFO. If you see a charge you do not recognise, email us before contacting your bank. We can nearly always identify the order and resolve it the same day, which is far faster than a bank dispute.
My payment was declined.
Nothing was taken and the order was not placed. It is usually insufficient funds, an expired card, a billing address that does not match your bank's records, a failed authentication step, or your bank's fraud filters. Check your details and try again, or use a different method. You may see a pending authorisation on your account, which your bank releases automatically within 3 to 5 working days.
Why did my bank ask me to confirm the payment?
Your bank may ask you to approve the payment in your banking app or with a one time passcode. It protects you against unauthorised use of your card.
Are my card details safe?
Yes. Our checkout uses an encrypted connection, and card data goes straight to our PCI DSS Level 1 compliant payment providers. We never see or store your full card number.
Products and Sizing
How do I choose the right size?
Every product page carries measurements taken from the actual garment rather than a generic chart. If you are between sizes, take the larger size.
The colour looks different to the photos.
We shoot under studio lighting and colours render differently on every screen. If what arrives is not what you pictured, it is fully covered by the 30-day return window and you can return it for a refund.
Will an item come back in stock?
Sometimes. Email us the product name and we will tell you whether it is due back and roughly when.
An item sold out after I ordered it.
We will get in touch and refund that item in full within 5 working days.
Discounts
Can I use more than one discount code?
No, codes cannot be combined unless we say otherwise on the promotion itself.
My code is not working.
Please check the expiry date, any minimum spend, and that the code applies to the items in your basket. Should it still will not work, email us the code and your basket contents and we will fix it.
I forgot to apply my code.
Write to us within 24 hours of ordering with the code and your order number. We will refund the difference where the code was valid at the time you ordered.
Privacy and Account
What do you do with my data?
We use it to process and deliver your order, handle returns and support, prevent fraud, and send marketing only if you have opted in. We do not sell your personal data. The full picture is in our Privacy Policy.
How do I unsubscribe from marketing?
Click the unsubscribe link at the bottom of any marketing email, or reply STOP to a text. Order confirmations and tracking emails continue while you have an active order, because they contain your receipt.
How do I delete my data?
Send an email to info@lofifo.com with the subject line DATA REQUEST. We check your identity against our records and respond within one calendar month, free of charge.
Do I need an account to order?
No. Guest checkout works fine. An account simply saves your addresses and order history for next time.
Contact
How do I reach you?
Email info@lofifo.com. Monday to Friday, 8:00 am to 6:00 pm | Saturday and Sunday: Closed. Expect a reply within 24 working hours.
What should I include when I email?
Your order number, the email address you used at checkout, and an image if an item arrived damaged or incorrect. That typically gets you an answer in one reply rather than three.
I want to make a complaint.
Email us with the subject line COMPLAINT and we will respond within 5 working days. Your provincial consumer protection office or the Competition Bureau can also help.
Who are you, formally?
Sold by Lofifo, 3089 Fontana Court, Burlington, Ontario, L7M 2M1, Canada. Email: info@lofifo.com.
You can also reach us through our Contact Us page.