Shipping policy

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.

Legal Notices

Effective Date of This Policy: 15 March 2025
Last Updated: 15 March 2025

1. General
These shipping policies and legal notices apply to all purchases made through the LOCHWISE website (www.lochwise.com) and any related services. By placing an order, you agree to the terms outlined above and below.

2. Limitation of Liability
LOCHWISE is not liable for delays caused by customs, weather, carrier strikes, or other events beyond our reasonable control. Our liability for shipping errors or damage is limited to the value of the goods purchased.

3. Governing Law
These legal notices and all shipping transactions are governed by the laws of Scotland (UK). Any disputes shall be resolved exclusively in the courts of Edinburgh, Scotland.

4. Company Information
LOCHWISE is a trading name of Highland Heritage Goods Ltd.
Registered Address: 45 Princes Street, Edinburgh, EH2 2BY, United Kingdom
Company No. SC789123 | VAT No. GB 456 7890 12

5. Changes to This Policy
LOCHWISE reserves the right to update these legal notices and shipping policies at any time. Material changes will be communicated via email or website banner. The “Last Updated” date above indicates when changes were last made.

6. Contact for Legal Matters
For legal inquiries or formal notices, please write to:
contactlochwise@gmail.com or use the registered address above.

Still have questions about shipping or legal policies?
Reach the LOCHWISE team:
📧 contactlochwise@gmail.com
📞 +17139796085(Mon–Fri, 9 AM – 5 PM GMT)