Effective date 9 September 2026

Need help with an LK online order? Contact our customer support team for product questions, payments, delivery, returns or exchanges.

Contact the LK team

Email: info@loxionkulca.com.
Support hours: 8am – 5pm.

Please include your name, order number and the email address used at checkout. If you do not have an order number, give us your payment reference and payment date so we can trace the transaction.

Response time: 24 – 48 hours. Acknowledging a message does not necessarily mean the issue is resolved; we will tell you what happens next.

Choosing your T shirt

Check the product page for available colours, sizes and the size guide. If you need help with the fit, send us the product name and the size you are considering before ordering. Availability can change until the order is accepted.

I paid but have no confirmation

Check your spam or junk folder and confirm that you used the correct checkout email. If there is still no confirmation, contact LK with the amount, date, and Ozow or bank reference.

If funds have left your account, do not repeat the payment until we have checked its status. If you share a payment screenshot, hide unrelated transactions and unnecessary account details. We will never ask you to send a banking password, PIN, or one-time password.

Tracking my parcel

Use the tracking link or number in your dispatch message. Shipping is managed through Bob Go and delivery is carried out by the selected courier.

“Shipment created” or a waybill number may mean the parcel has been booked but not collected yet. “In transit” means it is moving through the courier network. If the estimate has passed or the tracking is unclear, contact LK with your order and tracking numbers.

Changing my address or cancelling an order

Contact us immediately. We will check whether the order can still be changed or stopped. Please wait for confirmation of the change. If the parcel is already on its way, we will explain the available delivery or return options and any applicable costs.

My order is damaged incorrect or incomplete

Keep the item and packaging and contact us as soon as you notice the problem. Give us your order number and a short explanation. Photos of the item, packaging and delivery label are helpful where available.

Prompt reporting helps us investigate, but it does not shorten your legal rights. If tracking shows delivery and you have not received the parcel, tell us so we can check the delivery record with the courier.

Returns exchanges and refunds

Contact LK to request a return or size exchange. Include the item name, reason, and preferred outcome. Read our Returns and Exchanges Policy for the applicable conditions. Do not send a parcel to an unconfirmed address.

LK assesses and authorises refunds. Ozow processes the payment movement where its refund route is supported. Bob Go handles the shipping booking, not the decision about your refund. If a refund has not arrived, ask LK to check its status using the refund reference.

Feedback and complaints

If you are unhappy with the help you receive, reply to the same email thread and ask for the complaint to be escalated. Explain what happened and the outcome you would like. This does not prevent you from using an applicable external complaints process.