Delivery & Return Policy
THE UNITED KINGDOM
DELIVERY OPTIONS & CHARGES
|
Regions |
Delivery Option |
Delivery Window |
Delivery Charge |
|
Mainland UK (England, Wales, Mainland Scotland) |
Royal Mail |
48 hours |
FREE on all orders over GBP 75 |
|
Royal Mail |
48 hours |
GBP 3.12 |
|
|
Royal Mail |
24 hours |
GBP 4.45 |
RULES & RESTRICTIONS
We ship orders Monday to Friday, excluding bank holidays in the UK.
Orders are delivered within a one‑hour time slot, with the option to reschedule or redirect your delivery if needed.
Orders placed on weekends or public holidays will ship the next working day. If your order or delivery falls on a holiday, please allow a little extra time.
When ordering multiple products, they may arrive together or in separate shipments, depending on the combination of items.
ORDER PROCESSING TIME
Most orders begin processing as soon as payment is confirmed.
To qualify for next‑day delivery, ensure you place your order before 2 PM. Orders made after that will be processed the following working day.
Once we’ve confirmed your items are in stock, your payment is approved and the delivery address is verified, we’ll ship your order and send you an email with tracking details. You’ll get an update by email the day before your delivery, plus a text message on the day itself. You’ll also receive a final email confirmation once it’s been delivered.
Please allow up to 2–3 business days for processing during peak periods, promotions, or new launches. Next‑day delivery may not always be possible during these times.
All prices shown exclude VAT.
All orders are shipped with Royal Mail. Proof of delivery includes a photo taken at the time of drop‑off, and in some cases, a signature may be requested.
DELIVERY PROBLEMS
If you’re not home when your order arrives, the courier will leave a card with instructions on how to arrange a re‑delivery or pick‑up from your local depot. It will also include the timeframe before the parcel is returned to our warehouse.
Our Customer Service team keeps an eye on delivery issues and will get in touch if anything needs attention.
If your order is lost or arrives damaged, please contact us at customercare@loya.swiss and we’ll help right away.
If your parcel is marked as delivered but hasn’t shown up, email us within 2–3 days of the delivery notice. If we receive your message after that, we’ll still look into it—though a replacement will only be possible if the courier confirms the parcel was lost.
EUROPEAN SHIPMENTS
DELIVERY OPTIONS & CHARGES
|
Zones |
Countries |
Delivery Option |
Delivery Window |
Delivery Charge* |
|
1 |
Estonia |
DPD |
2 to 5 days |
10 EUR |
|
2 |
Austria |
DPD |
3 to 12 days |
20 EUR |
|
3 |
Andorra |
DPD |
6 to 12 days |
30 EUR |
*The prices are estimates and may vary based on exchange rate at the moment of the purchase.
RULES & RESTRICTIONS
We ship orders Monday to Friday, excluding public holidays in Latvia.
Our distribution center is based in Latvia, which may stay open during Latvian public holidays. You can still place your order during this time, but delivery will start once delivery service is back in service.
Orders placed on weekends or public holidays will ship the next working day. If your order or delivery falls on a holiday, please allow a little extra time.
When ordering multiple products, they may arrive together or in separate shipments, depending on the combination of items.
ORDER PROCESSING TIME
Most orders begin processing as soon as payment is confirmed.
Once we’ve confirmed your items are in stock, your payment is approved and the delivery address is verified, we’ll ship your order and send you an email with tracking details.
All orders are shipped via DPD.
TAXES AND DUTIES
All shipments outside EU are shipped on a DAP (Delivery at Place) basis by DPD. This means product prices shown at checkout exclude any taxes or duties, which may be charged upon arrival in your country. This rule is applicable for the following countries: Andorra, Monaco, Montenegro, Norway, San Marino, and Vatican City.
All prices for EU countries are shown including VAT.
DELIVERY PROBLEMS
If you’re not home when your order arrives, the courier will leave a card with pick‑up instructions and a timeframe before the parcel is returned to our warehouse.
Our Customer Service team keeps an eye on delivery issues and will get in touch if anything needs attention.
If your order is lost or arrives damaged, please contact us at customercare@loya.swiss and we’ll help right away.
If your parcel is marked as delivered but hasn’t shown up, email us within 2–3 days of the delivery notice. If we receive your message after that, we’ll still look into it—though a replacement will only be possible if the courier confirms the parcel was lost.
SWITZERLAND & LIECHTENSTEIN
DELIVERY OPTIONS & CHARGES
|
Countries |
Delivery Option |
Delivery Window |
Delivery Charge* |
|
Switzerland & Liechtenstein |
PostPac Economy |
48‑72 hours |
FREE on all orders over CHF 80, excluding taxes CHF 6.68 up to 2kg |
|
PostPac Priority |
24 hours |
CHF 7.77 up to 2kg |
*The prices are estimates and may vary based on exchange rate at the moment of the purchase.
RULES & RESTRICTIONS
We ship orders Monday to Friday, excluding public holidays in Liechtenstein and Switzerland.
Our distribution center is based in Liechtenstein, which may stay open during Swiss public holidays. You can still place your order during this time, but delivery will start once Swiss Post is back in service.
Orders placed on weekends or public holidays will ship the next working day. If your order or delivery falls on a holiday, please allow a little extra time.
When ordering multiple products, they may arrive together or in separate shipments, depending on the combination of items.
ORDER PROCESSING TIME
Most orders begin processing as soon as payment is confirmed.
To qualify for next‑day delivery, ensure you place your order before 4 PM. Orders made after that will be processed the following working day.
Once we’ve confirmed your items are in stock, your payment is approved and the delivery address is verified, we’ll ship your order and send you an email with tracking details.
Please allow up to 2–3 business days for processing during peak periods, promotions, or new launches. Next‑day delivery may not always be possible during these times.
All prices shown exclude VAT.
All orders are shipped via Liechtensteinische Post.
DELIVERY PROBLEMS
If you’re not home when your order arrives, the courier will leave a card with pick‑up instructions and a timeframe before the parcel is returned to our warehouse.
Our Customer Service team keeps an eye on delivery issues and will get in touch if anything needs attention.
If your order is lost or arrives damaged, please contact us at customercare@loya.swiss and we’ll help right away.
If your parcel is marked as delivered but hasn’t shown up, email us within 2–3 days of the delivery notice. If we receive your message after that, we’ll still look into it—though a replacement will only be possible if the courier confirms the parcel was lost.
INTERNATIONAL SHIPMENTS
DELIVERY OPTIONS & CHARGES
|
Zones |
Countries |
Delivery Option |
Delivery Window |
Delivery Charge* |
|
INT-1 |
Albania |
PostPac International Priority |
3 to 12 days |
CHF 42 up to 2kg |
|
INT-2 |
Algeria |
PostPac International Priority |
4 to 15 days |
CHF 53 up to 2kg |
*The prices are estimates and may vary based on exchange rate at the moment of the purchase.
TAXES AND DUTIES
All international orders are shipped on a DAP (Delivery at Place) basis via postal channels. This means product prices shown at checkout exclude any taxes or duties, which may be charged upon arrival in your country.
If applicable, additional import duties, customs clearance fees, and local sales taxes will be your responsibility. These charges vary by country and are determined by local regulations—we are unable to estimate them in advance.
To receive your parcel, payment of these fees may be required. Your courier may contact you before delivery or once the parcel reaches customs.
Please note:
• These charges are not issued or controlled by LOYA.
• They are applied by your local government based on the value, origin, and type of goods ordered.
• If fees apply, they must be paid by the consignee to complete delivery.
• Delivery outside the EU does not include these costs and they may delay delivery if unpaid.
RULES & RESTRICTIONS
We ship orders Monday to Friday, excluding public holidays in Liechtenstein and Switzerland.
Our distribution center is based in Liechtenstein, which may stay open during Swiss public holidays. You can still place your order during this time, but delivery will start once Swiss Post is back in service.
Orders placed on weekends or public holidays will ship the next working day. If your order or delivery falls on a holiday, please allow a little extra time.
For international orders, delivery times may vary depending on your country’s customs and local postal operations. When ordering multiple products, they may arrive together or in separate shipments, depending on the destination and combination of items.
ORDER PROCESSING TIME
Most orders begin processing as soon as payment is confirmed.
To qualify for next‑day delivery, ensure you place your order before 4 PM. Orders made after that will be processed the following working day.
Once we’ve confirmed your items are in stock, your payment is approved and the delivery address is verified, we’ll ship your order and send you an email with tracking details.
Please allow up to 2–3 business days for processing during peak periods, promotions, or new launches. Next‑day delivery may not always be possible during these times.
All orders are shipped via Liechtensteinische Post and handed off to your country’s local postal service for final delivery.
All prices are shown excluding VAT, duties, or taxes. These may apply depending on your country’s regulations and will be your responsibility on delivery.
Unfortunately, we’re unable to ship to the following locations: Cocos (Keeling) Islands, Faroe Islands, French Southern Territories, Libya, Norfolk Island, North Macedonia, Palau, Russian Federation, Saint Martin, Saint Pierre & Miquelon, Somalia, Syria, Tokelau, The Federated States of Micronesia, Ukraine, and Yemen. Any orders placed to these destinations will be cancelled and refunded.
If you're based in one of these regions and would like to explore a UPS delivery option, please reach out to our Customer Care team at customercare@loya.swiss and we’ll see what’s possible.
Our courier service does not deliver to P.O. Boxes or freight forwarding addresses. However, in some countries, your local postal service may be able to assist with delivery to these types of addresses. Please check with them directly before placing your order.
DELIVERY PROBLEMS
If you’re not home when your order arrives, the courier will leave a card with pick‑up instructions and a timeframe before the parcel is returned to our warehouse.
For international deliveries, your local postal service will provide instructions for how and where to collect your parcel if delivery isn’t possible.
Our Customer Service team keeps an eye on delivery issues and will get in touch if anything needs attention.
If your order is lost or arrives damaged, please contact us at customercare@loya.swiss and we’ll help right away.
If your parcel is marked as delivered but hasn’t shown up, email us within 2–3 days of the delivery notice. If we receive your message after that, we’ll still look into it—though a replacement will only be possible if the courier confirms the parcel was lost.
RETURNS
Need to return something?
No problem. You’ve got 14 days from when your order arrives to send it back. Just make sure the product is unopened, unused, and in its original packaging. Don’t forget your receipt or order number and we’ll need it to process the return.
To start a return, email us at customercare@loya.swiss. We’ll provide instructions on how to send your package. You must contact us within 14 days of receiving your order.
Returns should be sent to:
For UK orders:
Tu Pack Ltd
Unit 8 Kwikform Buildings
Hales Industrial Park
Rowleys Green Lane
Coventry, CV6 6AT
United Kingdom
For Switzerland, Liechtenstein & other countries:
Liechtensteinische Post AG
Logistikkönner
Alte Zollstrasse 1.1
9494 Schaan
Fürstentum Liechtenstein
Please include your order number and contact info in the parcel. You'll need to cover the return postage.
Something wrong with your order? Email us at customercare@loya.swiss as soon as possible and we’ll make it right.
WHEN WILL I GET MY REFUND?
Once your return arrives and we’ve checked it, we’ll issue your refund to your original payment method, usually within 14 days. Bear in mind that your bank or card provider might take a little longer to show the funds in your account.
To help prevent fraud, we may review return activity or freeze accounts if anything looks suspicious.
Delivery & Return Policy
THE UNITED KINGDOM
DELIVERY OPTIONS & CHARGES
|
Regions |
Delivery Option |
Delivery Window |
Delivery Charge |
|
Mainland UK (England, Wales, Mainland Scotland) |
Royal Mail |
48 hours |
FREE on all orders over GBP 75 |
|
Royal Mail |
48 hours |
GBP 3.12 |
|
|
Royal Mail |
24 hours |
GBP 4.45 |
RULES & RESTRICTIONS
We ship orders Monday to Friday, excluding bank holidays in the UK.
Orders are delivered within a one‑hour time slot, with the option to reschedule or redirect your delivery if needed.
Orders placed on weekends or public holidays will ship the next working day. If your order or delivery falls on a holiday, please allow a little extra time.
When ordering multiple products, they may arrive together or in separate shipments, depending on the combination of items.
ORDER PROCESSING TIME
Most orders begin processing as soon as payment is confirmed.
To qualify for next‑day delivery, ensure you place your order before 2 PM. Orders made after that will be processed the following working day.
Once we’ve confirmed your items are in stock, your payment is approved and the delivery address is verified, we’ll ship your order and send you an email with tracking details. You’ll get an update by email the day before your delivery, plus a text message on the day itself. You’ll also receive a final email confirmation once it’s been delivered.
Please allow up to 2–3 business days for processing during peak periods, promotions, or new launches. Next‑day delivery may not always be possible during these times.
All prices shown exclude VAT.
All orders are shipped with Royal Mail. Proof of delivery includes a photo taken at the time of drop‑off, and in some cases, a signature may be requested.
DELIVERY PROBLEMS
If you’re not home when your order arrives, the courier will leave a card with instructions on how to arrange a re‑delivery or pick‑up from your local depot. It will also include the timeframe before the parcel is returned to our warehouse.
Our Customer Service team keeps an eye on delivery issues and will get in touch if anything needs attention.
If your order is lost or arrives damaged, please contact us at customercare@loya.swiss and we’ll help right away.
If your parcel is marked as delivered but hasn’t shown up, email us within 2–3 days of the delivery notice. If we receive your message after that, we’ll still look into it—though a replacement will only be possible if the courier confirms the parcel was lost.
EUROPEAN SHIPMENTS
DELIVERY OPTIONS & CHARGES
|
Zones |
Countries |
Delivery Option |
Delivery Window |
Delivery Charge* |
|
1 |
Estonia |
DPD |
2 to 5 days |
10 EUR |
|
2 |
Austria |
DPD |
3 to 12 days |
20 EUR |
|
3 |
Andorra |
DPD |
6 to 12 days |
30 EUR |
*The prices are estimates and may vary based on exchange rate at the moment of the purchase.
RULES & RESTRICTIONS
We ship orders Monday to Friday, excluding public holidays in Latvia.
Our distribution center is based in Latvia, which may stay open during Latvian public holidays. You can still place your order during this time, but delivery will start once delivery service is back in service.
Orders placed on weekends or public holidays will ship the next working day. If your order or delivery falls on a holiday, please allow a little extra time.
When ordering multiple products, they may arrive together or in separate shipments, depending on the combination of items.
ORDER PROCESSING TIME
Most orders begin processing as soon as payment is confirmed.
Once we’ve confirmed your items are in stock, your payment is approved and the delivery address is verified, we’ll ship your order and send you an email with tracking details.
All orders are shipped via DPD.
TAXES AND DUTIES
All shipments outside EU are shipped on a DAP (Delivery at Place) basis by DPD. This means product prices shown at checkout exclude any taxes or duties, which may be charged upon arrival in your country. This rule is applicable for the following countries: Andorra, Monaco, Montenegro, Norway, San Marino, and Vatican City.
All prices for EU countries are shown including VAT.
DELIVERY PROBLEMS
If you’re not home when your order arrives, the courier will leave a card with pick‑up instructions and a timeframe before the parcel is returned to our warehouse.
Our Customer Service team keeps an eye on delivery issues and will get in touch if anything needs attention.
If your order is lost or arrives damaged, please contact us at customercare@loya.swiss and we’ll help right away.
If your parcel is marked as delivered but hasn’t shown up, email us within 2–3 days of the delivery notice. If we receive your message after that, we’ll still look into it—though a replacement will only be possible if the courier confirms the parcel was lost.
SWITZERLAND & LIECHTENSTEIN
DELIVERY OPTIONS & CHARGES
|
Countries |
Delivery Option |
Delivery Window |
Delivery Charge* |
|
Switzerland & Liechtenstein |
PostPac Economy |
48‑72 hours |
FREE on all orders over CHF 80, excluding taxes CHF 6.68 up to 2kg |
|
PostPac Priority |
24 hours |
CHF 7.77 up to 2kg |
*The prices are estimates and may vary based on exchange rate at the moment of the purchase.
RULES & RESTRICTIONS
We ship orders Monday to Friday, excluding public holidays in Liechtenstein and Switzerland.
Our distribution center is based in Liechtenstein, which may stay open during Swiss public holidays. You can still place your order during this time, but delivery will start once Swiss Post is back in service.
Orders placed on weekends or public holidays will ship the next working day. If your order or delivery falls on a holiday, please allow a little extra time.
When ordering multiple products, they may arrive together or in separate shipments, depending on the combination of items.
ORDER PROCESSING TIME
Most orders begin processing as soon as payment is confirmed.
To qualify for next‑day delivery, ensure you place your order before 4 PM. Orders made after that will be processed the following working day.
Once we’ve confirmed your items are in stock, your payment is approved and the delivery address is verified, we’ll ship your order and send you an email with tracking details.
Please allow up to 2–3 business days for processing during peak periods, promotions, or new launches. Next‑day delivery may not always be possible during these times.
All prices shown exclude VAT.
All orders are shipped via Liechtensteinische Post.
DELIVERY PROBLEMS
If you’re not home when your order arrives, the courier will leave a card with pick‑up instructions and a timeframe before the parcel is returned to our warehouse.
Our Customer Service team keeps an eye on delivery issues and will get in touch if anything needs attention.
If your order is lost or arrives damaged, please contact us at customercare@loya.swiss and we’ll help right away.
If your parcel is marked as delivered but hasn’t shown up, email us within 2–3 days of the delivery notice. If we receive your message after that, we’ll still look into it—though a replacement will only be possible if the courier confirms the parcel was lost.
INTERNATIONAL SHIPMENTS
DELIVERY OPTIONS & CHARGES
|
Zones |
Countries |
Delivery Option |
Delivery Window |
Delivery Charge* |
|
INT-1 |
Albania |
PostPac International Priority |
3 to 12 days |
CHF 42 up to 2kg |
|
INT-2 |
Algeria |
PostPac International Priority |
4 to 15 days |
CHF 53 up to 2kg |
*The prices are estimates and may vary based on exchange rate at the moment of the purchase.
TAXES AND DUTIES
All international orders are shipped on a DAP (Delivery at Place) basis via postal channels. This means product prices shown at checkout exclude any taxes or duties, which may be charged upon arrival in your country.
If applicable, additional import duties, customs clearance fees, and local sales taxes will be your responsibility. These charges vary by country and are determined by local regulations—we are unable to estimate them in advance.
To receive your parcel, payment of these fees may be required. Your courier may contact you before delivery or once the parcel reaches customs.
Please note:
• These charges are not issued or controlled by LOYA.
• They are applied by your local government based on the value, origin, and type of goods ordered.
• If fees apply, they must be paid by the consignee to complete delivery.
• Delivery outside the EU does not include these costs and they may delay delivery if unpaid.
RULES & RESTRICTIONS
We ship orders Monday to Friday, excluding public holidays in Liechtenstein and Switzerland.
Our distribution center is based in Liechtenstein, which may stay open during Swiss public holidays. You can still place your order during this time, but delivery will start once Swiss Post is back in service.
Orders placed on weekends or public holidays will ship the next working day. If your order or delivery falls on a holiday, please allow a little extra time.
For international orders, delivery times may vary depending on your country’s customs and local postal operations. When ordering multiple products, they may arrive together or in separate shipments, depending on the destination and combination of items.
ORDER PROCESSING TIME
Most orders begin processing as soon as payment is confirmed.
To qualify for next‑day delivery, ensure you place your order before 4 PM. Orders made after that will be processed the following working day.
Once we’ve confirmed your items are in stock, your payment is approved and the delivery address is verified, we’ll ship your order and send you an email with tracking details.
Please allow up to 2–3 business days for processing during peak periods, promotions, or new launches. Next‑day delivery may not always be possible during these times.
All orders are shipped via Liechtensteinische Post and handed off to your country’s local postal service for final delivery.
All prices are shown excluding VAT, duties, or taxes. These may apply depending on your country’s regulations and will be your responsibility on delivery.
Unfortunately, we’re unable to ship to the following locations: Cocos (Keeling) Islands, Faroe Islands, French Southern Territories, Libya, Norfolk Island, North Macedonia, Palau, Russian Federation, Saint Martin, Saint Pierre & Miquelon, Somalia, Syria, Tokelau, The Federated States of Micronesia, Ukraine, and Yemen. Any orders placed to these destinations will be cancelled and refunded.
If you're based in one of these regions and would like to explore a UPS delivery option, please reach out to our Customer Care team at customercare@loya.swiss and we’ll see what’s possible.
Our courier service does not deliver to P.O. Boxes or freight forwarding addresses. However, in some countries, your local postal service may be able to assist with delivery to these types of addresses. Please check with them directly before placing your order.
DELIVERY PROBLEMS
If you’re not home when your order arrives, the courier will leave a card with pick‑up instructions and a timeframe before the parcel is returned to our warehouse.
For international deliveries, your local postal service will provide instructions for how and where to collect your parcel if delivery isn’t possible.
Our Customer Service team keeps an eye on delivery issues and will get in touch if anything needs attention.
If your order is lost or arrives damaged, please contact us at customercare@loya.swiss and we’ll help right away.
If your parcel is marked as delivered but hasn’t shown up, email us within 2–3 days of the delivery notice. If we receive your message after that, we’ll still look into it—though a replacement will only be possible if the courier confirms the parcel was lost.
RETURNS
Need to return something?
No problem. You’ve got 14 days from when your order arrives to send it back. Just make sure the product is unopened, unused, and in its original packaging. Don’t forget your receipt or order number and we’ll need it to process the return.
To start a return, email us at customercare@loya.swiss. We’ll provide instructions on how to send your package. You must contact us within 14 days of receiving your order.
Returns should be sent to:
For UK orders:
Tu Pack Ltd
Unit 8 Kwikform Buildings
Hales Industrial Park
Rowleys Green Lane
Coventry, CV6 6AT
United Kingdom
For Switzerland, Liechtenstein & other countries:
Liechtensteinische Post AG
Logistikkönner
Alte Zollstrasse 1.1
9494 Schaan
Fürstentum Liechtenstein
Please include your order number and contact info in the parcel. You'll need to cover the return postage.
Something wrong with your order? Email us at customercare@loya.swiss as soon as possible and we’ll make it right.
WHEN WILL I GET MY REFUND?
Once your return arrives and we’ve checked it, we’ll issue your refund to your original payment method, usually within 14 days. Bear in mind that your bank or card provider might take a little longer to show the funds in your account.
To help prevent fraud, we may review return activity or freeze accounts if anything looks suspicious.
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