FAQs
Frequently Asked Questions (FAQs) – Lonvera
Find quick answers to the most common questions below. If you can’t find what you’re looking for, feel free to contact us.
🛒 Orders
Q: How do I place an order?
Simply browse our store, add items to your cart, and proceed to checkout. Once your order is placed, you’ll receive a confirmation email.
Q: Can I change or cancel my order after placing it?
If your order hasn’t been processed yet, contact us at support@lonvera.com as soon as possible. Once shipped, we cannot make changes.
🚚 Shipping & Delivery
Q: Do you offer free shipping?
Yes! We offer Free Standard UK Delivery (7–12 business days).
Q: Do you offer express shipping?
Yes, we offer Express UK Delivery (4–7 business days) for an additional fee, shown at checkout.
Q: Do you ship internationally?
Currently, we only deliver within the United Kingdom.
Q: How do I track my order?
Once your order has been dispatched, you’ll receive a tracking link via email.
🔄 Returns & Refunds
Q: What is your return policy?
We offer a 30-day return policy. Items must be unused, in original packaging, and with tags attached.
Q: How do I return an item?
Contact us at support@lonvera.com with your order number. We’ll provide return instructions.
Q: Do you cover return shipping?
Customers are responsible for return shipping costs unless the item is faulty or damaged.
Q: How long does it take to get a refund?
Once your return is received and approved, refunds are processed within 5–10 business days.
💳 Payments
Q: What payment methods do you accept?
We accept secure payments through Shopify Payments, including major credit/debit cards, Apple Pay, and Google Pay.
Q: Is my payment information secure?
Yes, all transactions are encrypted and processed securely through Shopify’s payment system.
👕 Products
Q: How do I choose the right size?
Please refer to our Size Guide on each product page. If unsure, contact us and we’ll help you pick the best fit.
Q: Are your product photos accurate?
Yes — we aim to display items as accurately as possible. However, colours may vary slightly due to screen settings.
📞 Customer Support
Q: How can I contact you?
You can reach us via email at support@lonvera.com or through our Contact Us page.