FAQ

Find our most frequently asked questions here.

1. How can I exchange my order?

To exchange your order, please use the following link:Return Link

2. Do you accept refunds?

We do not accept refunds as each item is made to order. However, you can exchange an item for a different size or receive store credit, minus any applicable shipping or customs fees incurred by Deviant by Loho. Please ensure the returned item is unused.

You can initiate a size exchange here:
Exchange Link

In the unlikely event of a product fault, you can return the item for repair or request a full refund. We will cover the cost of shipping for faulty products.

3. How do pre-orders work?

By placing a pre-order, you acknowledge and agree that full payment is required upfront. Pre-order items, as they are made to order, cannot be refunded or canceled during the production stage.

Please check the item description for the estimated dispatch date. We will keep you updated on the progress of your pre-order and appreciate your patience.

For any further questions or assistance, feel free to contact our client services team.

4. I'm looking for the official deviantbyloho Jeanz, am I in the right place?

Yes, you are. www.byloho.store is the official home of our signature denim Jeanz.

5. I’ve returned a product for exchange. When will I receive my new item?

Exchanges take 2 working days to process from us receiving the product. You’ll receive an email when your new item is dispatched and on its way to you.

6. How do I access and use my store credit?

You can access your store credit by signing into your account through this link:Store Credit Access

7. Can I change the address for my exchange order?

Yes! If you need to update the address for your exchange, simply contact us at orders@byloho.store, and we’ll update it in our system.

8. What should I do if I receive the wrong product?

Please reach out to us with your order number, and we will send you the correct product as soon as possible.

9. How long does it take to process a return or exchange?

Processing returns or exchanges typically takes up to 2 working days. You will be notified via email once your return or exchange has been processed.

10. What payment methods do you accept?

We accept all major credit cards, PayPal, and Apple Pay for secure and convenient transactions.

11. How can I track my order?

Once your order has shipped, you will receive a tracking number via email. Track your order on our website here:

https://byloho.store/apps/order-tracking

12. My order has not dispatched yet. What should I do?

We appreciate your patience. For ready-to-ship items, please allow up to 3 working days for dispatch. If your order is a pre-order, please check the estimated dispatch date in the item description.

13. How do I contact customer service?

For any enquiries, feel free to reach out to us:

Text: Message us on WhatsApp
Order Enquiries: orders@byloho.store
(Please include your name, subject, and order number in the subject line for faster assistance)
General Enquiries: info@byloho.store

We’re available from Monday to Friday, 9 am - 5 pm GMT, and aim to respond within 24 hours.