Help
FAQ
Shipping
We ship worldwide from regional fulfilment partners, so your order leaves from wherever is closest to you. That keeps delivery quick, and it usually avoids extra customs charges on the way.
Orders are processed within 1 business day (not counting weekends and public holidays), and you’ll get a tracking link by email the moment yours ships. After that it depends on where you are. Every country has an estimate on our Shipping page. Carriers do run slower during a new drop, and we’ll tell you if anything changes.
Every order ships tracked, and the cost is worked out at checkout for your address. Once the parcel is on its way we send you the tracking details, so you can see where it is.
Standard shipping is free on all orders of €150.00 or more. For orders below that, shipping is calculated at checkout based on your destination, so you’ll always see the exact cost before you pay.
We ship to most countries worldwide. If you can’t find yours at checkout, drop us a line at info@lohaia.com and we’ll check whether we can get your order to you and help you place it.
Start with the tracking link in your shipping confirmation email. It has the latest status of your parcel. If tracking hasn’t updated in a while, or the order is simply taking too long, email us at info@lohaia.com with your order number and we’ll chase it up.
If tracking says “Delivered” but the parcel isn’t in your hands, it usually turns up. Check around your doorstep and any safe spot, then ask your neighbours or building reception. Still nothing? Email us at info@lohaia.com within 7 days of the delivery scan so we can file a claim with the carrier. After 7 days the carrier won’t accept one.
We ship right across the United States and, wherever possible, send US orders from local stock so they arrive quickly and without surprise import fees. You’ll receive a tracking link as soon as your order ships. If any duties or taxes are charged by local authorities, these are the responsibility of the recipient.
Tax and customs
Wherever we can, we ship from a warehouse close to you so your order arrives without extra customs charges. If your local authorities do charge duties or taxes, those rates are set by them and are the recipient’s responsibility. They don’t qualify for refunds or chargebacks. Not sure about the rules where you live? Email us at info@lohaia.com and we’ll help where we can.
Good news if you’re ordering within the EU: your order ships duty paid, so there are no additional customs fees or import taxes when it arrives. The price you see at checkout is the price you pay.
UK orders ship from local stock wherever possible, so they clear customs smoothly and usually arrive with no import fees. If UK authorities do charge duties or VAT, those are the recipient’s responsibility. Any questions? Email us at info@lohaia.com.
We ship to Canada, and where we can we send orders from nearby stock to avoid surprise charges. Any duties or brokerage fees applied by Canadian customs are set by the authorities, and are the recipient’s responsibility.
Australian orders ship from regional stock wherever possible, so they arrive quickly and without extra fees. If Australian customs charge GST or duties, those are the recipient’s responsibility.
For orders outside the EU, your local authorities may charge customs or import taxes on arrival. Those rates are set by the destination country and are the recipient’s responsibility. We ship from regional stock wherever possible to keep it to a minimum.
Still stuck? Email us at info@lohaia.com and we’ll help.