Effective Date: 25 August 2025

At Lozoma, we are committed to ensuring that your order reaches you safely, quickly, and with the level of care you would expect from a premium skincare and beauty brand. This Shipping Policy provides detailed information about our shipping practices, including where we ship, how long deliveries take, how tracking works, and what happens if something goes wrong. By placing an order with Lozoma, you agree to the terms outlined in this policy.

1. Shipping Destinations

We currently deliver to:

  • All regions within the United Kingdom, including England, Scotland, Wales, and Northern Ireland.
  • Select international destinations, including most of Europe, North America, and parts of Asia.

We are constantly working to expand our international shipping coverage. If you would like to order from a country not currently listed, please email support@lozoma.com so we can advise you on alternative solutions.

Please note that certain destinations may have restrictions on the import of cosmetics or skincare products. Customers are responsible for checking their local import regulations before placing an order.

2. Order Processing Time

  • All orders are processed within 1 to 2 business days, excluding weekends and UK bank holidays.
  • Orders placed before 2:00 PM GMT are usually processed the same day; orders placed after this cut-off will be processed the following working day.
  • During busy shopping seasons (such as Christmas, Black Friday, and new product launches), processing may take an extra 1 to 3 business days due to high order volumes.
  • If any items are out of stock at the time of processing, you will be notified immediately with options such as waiting, swapping, or receiving a refund.

3. Delivery Options & Timeframes

We aim to provide flexible delivery options tailored to your needs:

UK Domestic Shipping:

  • Standard Delivery (Royal Mail, Evri, Hermes, or similar providers): 2–4 working days from dispatch.
  • Express Delivery (DPD, DHL, or other premium couriers): 1–2 working days from dispatch.
  • Next Day Delivery: Available for certain UK postcodes if the order is placed before 1:00 PM GMT.

International Shipping:

  • Standard International Shipping: Estimated 7–15 working days.
  • Express International Shipping: Estimated 5–10 working days.

Delivery times are estimates and may vary depending on courier performance, customs processing, or unforeseen circumstances beyond our control.

4. Shipping Costs

Shipping charges are calculated at checkout based on the order’s weight, size, and destination.

UK Orders:

  • Free standard delivery on all orders over £40 (T&C Apply).
  • Orders under £40 will have shipping costs calculated at checkout, starting from £2.49 for standard delivery.
  • Express and next-day delivery options are available at an additional fee.

International Orders:

  • Fees vary depending on the destination country and order weight.
  • Customers are responsible for any customs duties, taxes, or clearance fees applied by local authorities. Lozoma is not responsible for these additional charges.

5. Tracking Your Order

  • Once your order has been dispatched, you will receive a confirmation email containing your tracking number and a link to the courier’s tracking page.
  • You can also view your tracking details by logging into your Lozoma account and visiting your order history.
  • Tracking information may take up to 24 hours to update after dispatch.

If you have not received tracking details within 48 hours of order confirmation, please reach out to support@lozoma.com for assistance.

6. Delays & Missed Deliveries

Despite our best efforts, deliveries may sometimes be delayed due to:

  • Severe weather conditions
  • Strikes or courier service disruptions
  • High seasonal demand (holiday periods)
  • Customs inspections (for international orders)

If your delivery has not arrived within the expected timeframe, please allow an additional 2 working days. After this, contact us with your order number and tracking details, and we will investigate with the courier.

If you are not home at the time of delivery, most couriers will leave a delivery attempt notice or take the parcel to the nearest collection depot. It is your responsibility to arrange re-delivery or collection within the courier’s time limits.

7. Incorrect or Incomplete Address

To avoid delivery issues, please ensure all shipping details are entered accurately at checkout. Lozoma will not be held responsible for:

  • Delays caused by incorrect or incomplete addresses.
  • Parcels are lost due to inaccurate delivery information.

If you realise an error after placing your order, contact support@lozoma.com immediately. If the order has not yet been dispatched, we will update your address. Once dispatched, address changes may not be possible, and additional courier fees may apply.

8. Lost or Stolen Packages

  • Lozoma is not liable for parcels marked as delivered by the courier but not received by the customer.
  • If your tracking shows “delivered” but you cannot locate your parcel, please check with neighbours, your building concierge, or the local delivery office.
  • If you suspect your parcel has been stolen or misplaced, notify both the courier and Lozoma within 7 days. We will assist in opening an investigation, but final responsibility rests with the courier once the package is marked delivered.

9. Damaged Items in Transit

We pack every order carefully to prevent damage. However, in the rare event your order arrives damaged:

  • Take clear photographs of the external packaging, inner packaging, and damaged products.
  • Email the photos and your order number to support@lozoma.com within 48 hours of delivery.
  • After review, we will arrange for a replacement, credit, or refund depending on the circumstances.

Please retain all packaging materials until your claim is resolved, as couriers may request evidence for investigation.

10. Pre-orders and Backorders

Some products may be offered on a pre-order basis or temporarily out of stock.

  • Pre-orders: Payment is taken at checkout, and estimated dispatch dates will be clearly stated on the product page.
  • Backorders: Orders containing out-of-stock items will be held until all items are available, unless you request a partial shipment (subject to additional shipping fees).
  • Customers will be updated via email regarding any changes in stock availability or revised shipping estimates.

11. Special Delivery Requests

We understand that some customers may have special instructions, such as leaving parcels in a safe place or delivering to a neighbour.

  • While we will pass these instructions to the courier, Lozoma cannot guarantee that the courier will follow them.
  • Lozoma is not responsible for parcels left in requested safe locations that are lost or stolen.

12. Environmental Commitment

At Lozoma, sustainability is a priority. Our packaging is designed to be eco-friendly without compromising product safety:

  • We use recyclable cartons and minimal plastic where possible.
  • We are committed to reducing excess packaging and optimising shipments to minimise carbon impact.

By supporting Lozoma, you are contributing to our ongoing mission of sustainable beauty.

13. Questions or Support

If you have any questions about your order, need help with tracking, or require support with a delivery issue, please contact us:

  • Email: info@lozoma.co.uk
  • Instagram Direct Messages: @lozomaltd
  • Response time: typically within 24–48 business hours

Our customer care team is here to assist you and ensure your delivery experience is as seamless as possible.

Thank you for trusting Lozoma with your skincare journey. We are dedicated to providing not only exceptional beauty products but also a reliable, customer-first shipping service.