FAQs
Frequently Asked Questions
How do I place an order?
Browse our collection on lonaw.com, select your preferred product, colour, and size (where applicable), add items to your cart, and proceed to checkout. Enter your shipping and payment details to complete your order. You will receive an order confirmation email once the purchase is successful.
Do I need an account to buy?
No. You can place an order as a guest. Creating an account is optional and allows you to save your details for future purchases.
Can I change or cancel my order?
If you need to change or cancel an order, please email contact@lonaw.com as soon as possible and include your order number. If the order has already been shipped, you may request a return after delivery in accordance with our return policy.
Products & Sizing
How can I choose the right size?
Product pages include size information and dimensions where applicable. Please review these details carefully to ensure the product meets your needs before purchasing.
Are colours accurate to the photos?
We aim to display product colours as accurately as possible. However, colours may appear slightly different depending on your screen or device. The product description lists the main colour for reference.
Shipping
Where do you ship?
Lonaw ships only to customers within the United Kingdom.
How long does delivery take?
Orders are typically processed within 1–2 business days. Standard delivery usually takes 5–7 business days after dispatch. Delivery times may vary due to carrier delays or external factors.
How much does shipping cost?
Standard shipping is free for destinations available at checkout. Any additional delivery options or charges will be shown before payment is completed.
Returns & Refunds
What is your return policy?
You may request a return within 30 days of delivery, provided items are unused, undamaged, and returned in their original packaging. Any non-returnable items will be clearly noted on the product page.
Who pays for return shipping?
If an item is faulty, damaged, or incorrect, Lonaw covers the return shipping cost and offers a replacement or refund. For returns due to preference or fit, the customer is responsible for return shipping.
How do I start a return?
Please email contact@lonaw.com with your order number and reason for return. Our team will provide return instructions and the return address.
Payments & Security
Which payment methods do you accept?
We accept PayPal and major credit/debit cards (Visa, MasterCard, American Express, Discover). Apple Pay, Google Pay, and Shop Pay. All payments are processed securely; we do not store full card numbers on our servers.
Is my payment information secure?
Yes. All payments are processed securely using SSL encryption through trusted payment providers. Payment details are not stored on Lonaw servers.
Contact
How can I contact customer service?
You can contact us using the details below:
Company name: ONYOURSHAPE LTD
Website: www.lonaw.com
Email: contact@lonaw.com
Phone: +44 149 425 8364
Address: 45 High St, Amersham HP7 0DP, United Kingdom
Company Number: 16797935
Opening Hours: Monday to Friday — 9:00 AM to 5:00 PM (GMT/BST)
