Frequently Asked Questions

Last Updated: 23 March, 2026

Orders

How do I place an order?
Browse our collection on www.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.

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. Orders can only be cancelled before they are processed or shipped. Once shipped, the return process applies after delivery in accordance with our Return & Refund 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, Monday–Friday. Standard delivery usually takes 1–2 business days after dispatch.

Please allow 2–4 business days total for processing and delivery.

Delivery times are estimates and may be affected by external factors outside our control.

What should I check before placing an order?

Please ensure your delivery address is complete and accurate

How much does shipping cost?
United Kingdom: FREE SHIPPING on all orders. No minimum order value is required.

Returns & Refunds

What is your return policy?
You may request a return within 30 days of delivery, provided items are unused, unworn, unwashed, and returned in their original packaging.

How do I start a return?
Email contact@lonaw.com with your order number and reason for return. Our team will provide return instructions and the return address.

Who pays for return shipping?

For faulty, damaged, or incorrect items, Lonaw covers return shipping and will provide a replacement or refund.

For returns due to change of mind, size, or preference, the customer is responsible for return shipping costs. Please use a trackable shipping service and keep proof of postage in case the parcel is lost in transit.

What if my order is lost or delayed?
Packages are considered lost only after 12 business days from dispatch.
If you suspect your order is lost or significantly delayed, please contact us at contact@lonaw.com with your order number.
We will investigate with the courier and arrange a replacement or refund if necessary.

When will I get my refund?

Return Inspection - Once we receive your returned item, we will inspect it (typically 1-2 business days)
Approval/Rejection - We will send you an email notification
Refund Processing - If approved, your refund will be processed within 2–5 business days.
Credit Applied - A credit will automatically be applied to your original payment method. Processing times may vary depending on your bank or payment provider.

Do you offer exchanges?
Yes, exchanges are available only for damaged, defective, or incorrect items.

Payments & Security

Which payment methods do you accept?
We accept major credit and debit cards, including Visa, Mastercard, and American Express, Maestro, Discover, UnionPay, as well as PayPal, Apple Pay, Google Pay, and Shop Pay.

Is my payment information secure?
Yes. All payments are processed using SSL encryption. Card details are securely handled by our trusted payment providers (Shopify Payments, PayPal) in compliance with PCI-DSS standards and are never stored on Lonaw servers. We continuously monitor and update our systems to meet current security standards.