FAQs

Frequently Asked Questions

How can I contact customer support?

You can contact us by email at:

Our customer support team will be happy to assist you with any questions about products, orders, deliveries or returns.

We usually respond within 24 hours on business days.

You can also contact us using the contact form on our website. As we will reply by email, please make sure that the email address you provide is correct and active.

Do you deliver internationally?

We currently deliver to the United Kingdom and selected European countries.

Available delivery options will be shown at checkout after you enter your delivery address.

Where are your products shipped from?

Depending on product availability and stock levels, orders may be dispatched from our fulfilment centres in Germany or Hong Kong.

The dispatch location may vary between products and orders.

Can I change or cancel my order?

We aim to process orders as quickly as possible.

To request a change or cancellation, please contact us within 24 hours of placing your order.

We cannot guarantee that changes or cancellations will be possible once an order has entered processing or has already been dispatched. If your order can no longer be cancelled, you may return it after delivery in accordance with our Returns Policy.

Where will my order be delivered?

Your order will be delivered to the address provided at checkout.

Final delivery within the United Kingdom is usually completed by Royal Mail or another local delivery provider, depending on the shipping service used.

If nobody is available to receive the parcel, the carrier may:

leave it in a safe place where permitted;
attempt delivery again; or
provide instructions for collection from a nearby delivery office or collection point.

Royal Mail allows recipients of missed deliveries to arrange redelivery or, in some cases, collect the parcel from a local Customer Service Point. However, the final carrier may vary, so we cannot guarantee that every order will be delivered by Royal Mail.

What payment methods do you accept?

We accept secure payments using the payment methods displayed at checkout, which may include:

Visa
Mastercard
American Express
PayPal
Apple Pay
Google Pay

Available payment methods may vary depending on your device, location and currency.

All available options will be shown before you complete your purchase.

When will my order be processed?

Orders are processed on business days, Monday to Friday.

Processing time: 1–3 business days
Orders are not processed or dispatched on weekends or public holidays
Processing may take slightly longer during busy periods, sales or seasonal demand

You will receive a confirmation email when your order has been dispatched.

How long does delivery take?

Estimated delivery times depend on the product, destination and fulfilment centre.

Our usual estimated delivery time is:

7–14 business days after dispatch

Please remember that the processing time of 1–3 business days is separate from the delivery estimate.

Occasional delays caused by customs, local carriers, weather conditions or high seasonal demand may occur. The estimated delivery time shown on the product page is an estimate rather than a guaranteed delivery date.

Will multiple products arrive together?

If your order contains several products, they may be dispatched from different fulfilment centres.

As a result, your items may arrive in separate parcels and on different days. You will not be charged additional delivery fees because an order has been divided into multiple shipments.

How can I track my order?

Once your order has been dispatched, we will send you a shipping confirmation email containing your tracking information, where available.

Please allow a few days for the tracking status to begin updating after dispatch.

You can also use the Track Your Order page on our website. If your tracking information has not updated for an extended period, please contact us at support@loidua.com.

What should I do if my order has not arrived?

Please first check:

the delivery address provided with your order;
the latest tracking information;
any safe places around the delivery address; and
whether the carrier has left a missed-delivery notice.

If you have not received your order within 30 business days of placing it, please contact us at support@loidua.com.

We will investigate the shipment with the delivery provider and, where appropriate, arrange a replacement or refund.

Can I return my order if I change my mind?

Yes. You may notify us that you wish to cancel your purchase within 14 days of receiving your order. You then normally have a further 14 days to return the item.

UK distance-selling rules generally give customers 14 days after delivery to cancel an online order without providing a reason.

Loidua also offers a 30-day return period, subject to the conditions in our Returns Policy.

To begin a return, contact:

📧 support@loidua.com

Please do not send a return before receiving return instructions from us.

Who pays the return postage?

For returns caused by a change of mind, the customer is responsible for the direct return postage costs, provided this has been communicated before purchase.

Loidua will cover reasonable return costs, or provide another suitable solution, if the product is:

faulty;
damaged during delivery;
incorrect; or
materially different from its description.

What should I do if my product is damaged, faulty or incorrect?

Please contact us as soon as possible at support@loidua.com and include:

your order number;
clear photographs or a short video of the product;
photographs of the packaging, if it arrived damaged; and
a brief description of the problem.

Please do not dispose of the product or packaging until we have reviewed your request.

Once the issue has been assessed, we may offer an appropriate replacement, refund or another suitable resolution. You will not be required to pay return postage for a confirmed faulty, damaged or incorrect item.

When will I receive my refund?

Once a return has been received and approved, refunds are usually processed within 7–10 business days.

The refund will be issued to the original payment method. Your bank, card provider or payment service may require additional time before the funds appear in your account.

Where UK cancellation rights apply, refunds must be handled within the applicable legal timeframe. Businesses may generally wait until the returned goods have been received, or until the customer provides evidence that they have sent them back. The standard outbound delivery cost must normally also be refunded when a qualifying online order is cancelled, although additional charges for an upgraded delivery method do not have to be refunded.

Are customs duties or import charges included?

Any taxes and charges collected at checkout will be displayed before you complete your purchase.

In unusual circumstances, local customs or delivery authorities may request additional information. Please contact us if you receive an unexpected request relating to your order.