WORLDWIDE SHIPPING INFORMATION

Loru offers fast and reliable shipping options in Europe. The delivery time below will start once your order has been shipped and you have received a tracking number. Please note that the shipping times below are an estimated guideline only.

United Kingdom: 2–9 working days, free shipping.

NB

• DHL Express does NOT deliver to PO Box addresses.
  
  


• Please note that the delivery times stated are estimates only.
  
  


• Online orders are not processed on weekends or public holidays.

SHIPPING TIME

We aim to dispatch all orders within 24 hours from Monday to Friday.

Orders placed over the weekend or on a public holiday will be shipped the next business day.

Once your order has been shipped, you will receive a tracking number via the email address you provided during checkout.

Please note: estimated delivery times are only valid after dispatch. Please allow up to 48 hours delay during peak periods, holidays and sales.

DELIVERY

Most orders require a signature upon delivery.

If you are not at home at the time of delivery, this may lead to delays.

Most courier services will leave a message in that case.

Please contact DHL in your country to arrange a new delivery date.

TRACK ORDER

Once your order is packed and leaves our warehouse, you will receive an email with a tracking number.

You will receive a unique tracking code with which you can track your package online.

Please note that it may take up to 48 hours (Mon-Fri) for your tracking number to be sent via email.

Didn’t receive an email? Check your spam or junk folder – sometimes it’s filtered automatically.

IMPORT DUTIES & TAXES (INTERNATIONAL)

Customers may be liable for import duties and taxes upon receipt of an order in their country.

In that case, the customer is responsible for paying these costs.

Loru does not collect or manage import duties or taxes , and therefore cannot predict which orders will be affected.

If a package is not collected or is refused for import duties, DHL will attempt to redeliver.

If this is not possible within their time limit, the package will be destroyed in the country of destination.

Unfortunately, we do not offer compensation for unclaimed or refused packages.

If the package is returned to sender, the return shipping costs will be deducted from your store credit.

PRE-ORDERS

If you order an in-stock item together with a pre-order item, the entire order will be held until the pre-order item is available.

We recommend placing separate orders if you want to receive available items immediately.

Please note: Pre-orders cannot be cancelled once placed.

RETURN TO SENDER

Orders returned to our warehouse as undeliverable will automatically receive a credit note for the value of the purchased items, excluding shipping costs.

This allows you to place a new order.

If you want to know why your package was returned, please contact the shipping company directly with your tracking number.

This often happens due to incorrect or missing address information.

DELAYS & LOST PACKAGES

Loru is not responsible for lost or stolen packages, or for delays during transit.

Once an order is marked as 'delivered' in the tracking summary, Loru is not liable for any loss or damage.

Any delays at customs are beyond our control and responsibility.

NEED HELP?

Our customer service team is ready to help you!

For all other questions regarding shipping and delivery, please contact us via our contact page.