FAQs

LOCHWISE Shipping Policy FAQ

1. How long will it take to receive my order?

We process orders within 1–2 business days. Shipping times vary by destination:

  • UK (Standard): 2–4 business days

  • Europe: 5–7 business days

  • USA & Canada: 7–10 business days

  • Rest of World: 10–14 business days

Please note, remote areas (e.g., Scottish Highlands, islands) may experience slight delays.

2. Do you ship internationally?

Yes — LOCHWISE ships worldwide. International customers are responsible for any customs fees, import duties, or taxes imposed by their country. These are not included in the shipping cost at checkout.

3. How can I track my LOCHWISE order?

Once your order ships, you’ll receive an email with a tracking number and a direct link to the carrier’s portal. If you haven’t received tracking within 3 business days, check your spam folder or contact us at contactlochwise@gmail.com.

4. How much does shipping cost?

Shipping costs are calculated at checkout based on weight, dimensions, and destination.
Example rates:

  • UK: £3.99 (free on orders over £50)

  • Europe: £8.99

  • USA/Canada: £12.99

  • Rest of World: £14.99

5. What carriers do you use?

We primarily use Royal Mail, Evri (UK), and UPS (international). For large or fragile items (e.g., LOCHWISE glassware or ceramics), we may ship via DHL with extra protective packaging.

6. Can I change my shipping address after placing an order?

If your order hasn’t been packed or labeled, contact us immediately at contactlochwise@gmail.com. Once the order is with the carrier, address changes are not guaranteed.

7. My package shows "delivered" but I haven’t received it. What now?

First, check with neighbors or secure delivery locations (porch, mailroom). If still missing, please contact us within 5 days of the “delivered” status. LOCHWISE will open an investigation with the carrier, but we are not liable for packages stolen after confirmed delivery.

8. Do you offer expedited or express shipping?

Yes — at checkout, choose DHL Express or UPS Next Day (where available). Expedited orders placed before 12:00 PM (GMT) ship the same business day.

9. What happens if my package is damaged in transit?

Oh no — we’re sorry to hear that. Please email contactlochwise@gmail.com within 48 hours of delivery with:

  • Your order number

  • Photos of the damaged packaging and product

  • Your preferred resolution (replacement or refund)

We’ll make it right as quickly as possible.

10. Do you ship to PO boxes or BFPO addresses?

Yes, we ship to UK PO boxes and BFPO addresses via Royal Mail. International PO boxes are not supported at this time.