FAQ

Everything you need to know about ordering from Loyalora. Can't find your answer? Contact us and we'll reply within one business day. You can also read our Shipping information and Returns & refunds pages.

Orders & delivery

Where do you ship?

We ship to the UK, the European Union and the USA. You'll see every available country at checkout.

How long does delivery take?

Orders are processed in 1–3 business days. Delivery then usually takes 7–12 business days to the UK, EU and USA. Each product page shows an estimated delivery date before you buy.

How do I track my order?

As soon as your order ships, we email you a tracking number. You can also check it any time on our Track Your Order page. Tracking can take 2–3 days to show the first update, so don't worry if it looks quiet at first.

Why did my order arrive in more than one parcel?

Our products ship from different partner warehouses, so items from one order can arrive separately and on different days. Each parcel has its own tracking number.

Is shipping free?

Shipping is free on orders over €50. For smaller orders, the shipping cost is shown at checkout before you pay.

Will I pay customs or import fees?

Any taxes we collect are shown at checkout before you pay. Depending on your country, your local carrier may charge import VAT or customs fees on delivery. These are set by your country, not by us. If you have a question before ordering, contact us.

Can I change or cancel my order?

Yes, if it hasn't been processed yet. Contact us within 12 hours of ordering and we'll update or cancel it for you. Once it has shipped, you can use our returns process instead.

Returns & refunds

What is your return policy?

You have 30 days from delivery to return unused items in their original packaging. That's longer than the 14 days the law requires in the UK and EU.

How do I return an item?

Contact us first with your order number. We'll send you the return address and instructions. Please don't send items back to the address on the parcel, because that's a shipping warehouse and returns sent there can get lost.

Who pays for return shipping?

If an item is faulty, damaged or not what you ordered, we cover everything. If you've simply changed your mind, the return shipping is paid by you.

My item arrived damaged or wrong. What do I do?

We're sorry! Email us as soon as possible (ideally within 7 days) with your order number and a photo of the problem. We'll send a free replacement or give you a full refund, and in most cases you won't need to send anything back.

When will I get my refund?

We refund to your original payment method within 14 days of receiving your return, or of approving your claim. Your bank may take a few extra days to show it.

Products

Where are your products made?

Most of our products are made by partner manufacturers in Asia. We pick each product for everyday family use and check samples before we sell it.

Are your products safe for kids and pets?

Each product page lists its materials, sizes and any age or safety guidance. Please follow that guidance, and contact us if you have a question before you buy.

What if a product is out of stock?

Sold-out products can't be added to the cart. If something sells out after you order, we'll let you know right away and offer a refund or an alternative.

Payment & discounts

Which payment methods do you accept?

All major credit and debit cards, plus the other payment methods shown at checkout, such as PayPal, Apple Pay and Google Pay where available.

Is my payment secure?

Yes. Checkout is handled by Shopify with encrypted payments. We never see or store your full card details.

Do you have any discounts?

Join our email list for 10% off your first order. Some products also have pack discounts, which are applied automatically in your cart.

Contact

How can I contact you?

Use our contact page or reply to any order email. Real people answer, usually within one business day.