Frequently Asked Questions (FAQ)
Returns
How long do I have to return my order?
You can make a return within 30 days from the delivery date. The product must be unused and in its original packaging. Return shipping costs are the responsibility of the customer, unless the product is defective.
Read our full return policy here.
How to return a defective item?
That's a shame! Unfortunately, your product may have been damaged in transit. If you have received a damaged or incorrect product, please try to contact us within 14 days of receiving the damaged or wrong item.
When will I get my money back?
After we receive and inspect the returned products, we will process the refund within 5 business days (Monday to Friday). The amount will be refunded to the original method of payment. You will be notified via email once the refund has been processed.
Payment
What payment methods do you accept?
We accept major credit cards, PayPal and other secure payment options as indicated during checkout.
Read our full payment policy here.
When will my payments be processed?
Your payment will be processed immediately after placing your order. You will receive a confirmation email with the details of your purchase.
Are there any additional charges for international orders?
Yes, for international orders, customs duties and import taxes may apply. These charges are the customer's responsibility and must be paid at the time of delivery.
Shipping & Delivery
How much are the shipping costs within United Kingdom?
We offer free shipping for all orders within United Kingdom. For orders to other countries, shipping costs may apply, which will be displayed during the checkout process.
How long will it take for my order to be delivered?
We need about 1-3 business days (Mon - Fri) to prepare your order for dispatch. Your order will then be on the way for about 4-10 working days (Mon - Fri). The total delivery time is therefore 5-13 business days (Mon - Fri).
Read our full shipping policy here
How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number. You can use this number to track your order on our tracking page .
What should I do if I want to change my delivery address?
Please contact our customer service team as soon as possible at support@lozendo.com or call us on +442038852987. We will do our best to make the change, but this cannot be guaranteed if the order has already been processed.
General
Where can I find the terms and conditions?
The general conditions are available on our website under the heading Terms of Service.
What happens if I make a mistake in my order?
Please contact us as soon as possible and we will do our best to resolve the issue.
What are my rights as a consumer?
As a consumer, you have rights under the law, including the right to a good quality product and the ability to return it.