Shipping Policy

Our goal is to make shipping clear and straightforward so you know what to expect before placing an order.

Shipping Range

Countries
We currently ship to customers in the United Kingdom.

Future availability
Additional shipping destinations may be added over time. Available countries will always be displayed in the checkout country selector.

Shipping Costs

Standard shipping
Standard shipping is free for all destinations available at checkout.

No hidden fees
All shipping costs and any available delivery options are displayed before you complete your purchase.

Order Processing Time

Orders are prepared and handed to the carrier within 1–2 business days, Monday to Friday
Orders placed after 22:00 GMT/BST are treated as received on the next business day
Orders placed on weekends or public holidays are processed on the next working day

Transit Time

Estimated delivery: Standard delivery usually takes 2–4 business days after dispatch, depending on destination
Business days: Monday to Friday only
Delays: Delivery times are estimates and may be affected by factors outside our control, such as weather, customs processing, or carrier delays

Total estimated delivery time: Please allow 3–6 business days from order placement to delivery.

Shipping Process

Orders are shipped using reliable courier services or local delivery partners where applicable
Shipments include tracking information
If an order is lost or arrives damaged, please contact our customer service team for assistance

Tracking Your Order

Once your order has been dispatched, you will receive a shipping confirmation email with tracking details
You can track your order using the link provided in the email
If you need help with tracking, please contact us via our Contact page

Missing Items or Parcels

Missing items
If any items are missing from your delivery, please contact contact@lonaw.com within 7 days of receiving your order.

Missing parcels
If your order does not arrive within the expected delivery timeframe, please contact us so we can investigate with the carrier. If the parcel is confirmed lost, a replacement (if available) or a refund will be provided.

Returns (Summary)

For full details, please refer to our Return & Refund Policy. Key points are outlined below:

Return window: Returns are accepted within 30 days of delivery
Condition: Items must be unused, undamaged, and returned in their original packaging
Exceptions: Custom or made-to-order items and certain hygiene-sensitive products may not be returnable unless faulty; any exceptions are noted on the product page

Return shipping costs

Faulty, damaged, or incorrect items: return shipping is covered by Lonaw
Change of mind or unsuitable items: the customer is responsible for return shipping

Refunds

Refunds are processed within 14 days of receiving and inspecting the returned item
Refunds are issued to the original payment method
Restocking fee: (no restocking fees are charged)