Delivery & Return Policy

UK DELIVERY OPTIONS & CHARGES

Regions	Delivery Option	Delivery Window	Delivery Charge
Mainland UK (England, Wales, Mainland Scotland) Channel Islands, Northern Ireland, Isle of Man and Isles of Wight	Royal Mail Tracked	48 hours	FREE on all orders over GBP 75
	Royal Mail Tracked	48 hours	GBP 3.12
	Royal Mail Express	24 hours	GBP 4.45

 

RULES & RESTRICTIONS

We ship orders Monday to Friday, excluding bank holidays in the UK.

Orders are delivered within a one‑hour time slot, with the option to reschedule or redirect your delivery if needed.

Orders placed on weekends or public holidays will ship the next working day. If your order or delivery falls on a holiday, please allow a little extra time.

When ordering multiple products, they may arrive together or in separate shipments, depending on the combination of items.

ORDER PROCESSING TIME

Most orders begin processing as soon as payment is confirmed.

To qualify for next‑day delivery, ensure you place your order before 2 PM. Orders made after that will be processed the following working day.

Once we’ve confirmed your items are in stock, your payment is approved and the delivery address is verified, we’ll ship your order and send you an email with tracking details. You’ll get an update by email the day before your delivery, plus a text message on the day itself. You’ll also receive a final email confirmation once it’s been delivered.

Please allow up to 2–3 business days for processing during peak periods, promotions, or new launches. Next‑day delivery may not always be possible during these times.

All prices shown exclude VAT.

All orders are shipped with Royal Mail. Proof of delivery includes a photo taken at the time of drop‑off, and in some cases, a signature may be requested.

DELIVERY PROBLEMS

If you’re not home when your order arrives, the courier will leave a card with instructions on how to arrange a re‑delivery or pick‑up from your local depot. It will also include the timeframe before the parcel is returned to our warehouse.

Our Customer Service team keeps an eye on delivery issues and will get in touch if anything needs attention.

If your order is lost or arrives damaged, please contact us at customercare@loya.life and we’ll help right away.

If your parcel is marked as delivered but hasn’t shown up, email us within 2–3 days of the delivery notice. If we receive your message after that, we’ll still look into it—though a replacement will only be possible if the courier confirms the parcel was lost.

 

SWITZERLAND & LIECHTENSTEIN DELIVERY OPTIONS & CHARGES

Countries	Delivery Option	Delivery Window	Delivery Charge*
Switzerland & Liechtenstein	PostPac Economy	48‑72 hours	FREE on all orders over CHF 80, excluding taxes CHF 6.68 up to 2kg CHF 7.86 up to 5kg
	PostPac Priority	24 hours	CHF 7.77 up to 2kg CHF 8.88 up to 5kg

*The prices are estimates and may vary based on exchange rate at the moment of the purchase.

RULES & RESTRICTIONS

We ship orders Monday to Friday, excluding public holidays in Liechtenstein and Switzerland.

Our distribution center is based in Liechtenstein, which may stay open during Swiss public holidays. You can still place your order during this time, but delivery will start once Swiss Post is back in service.

Orders placed on weekends or public holidays will ship the next working day. If your order or delivery falls on a holiday, please allow a little extra time.

When ordering multiple products, they may arrive together or in separate shipments, depending on the combination of items.

ORDER PROCESSING TIME

Most orders begin processing as soon as payment is confirmed.

To qualify for next‑day delivery, ensure you place your order before 4 PM. Orders made after that will be processed the following working day.

Once we’ve confirmed your items are in stock, your payment is approved and the delivery address is verified, we’ll ship your order and send you an email with tracking details.

Please allow up to 2–3 business days for processing during peak periods, promotions, or new launches. Next‑day delivery may not always be possible during these times.

All prices shown exclude VAT.

All orders are shipped via Liechtensteinische Post.

DELIVERY PROBLEMS

If you’re not home when your order arrives, the courier will leave a card with pick‑up instructions and a timeframe before the parcel is returned to our warehouse.

Our Customer Service team keeps an eye on delivery issues and will get in touch if anything needs attention.

If your order is lost or arrives damaged, please contact us at customercare@loya.life and we’ll help right away.

If your parcel is marked as delivered but hasn’t shown up, email us within 2–3 days of the delivery notice. If we receive your message after that, we’ll still look into it—though a replacement will only be possible if the courier confirms the parcel was lost.

 

INTERNATIONAL DELIVERY OPTIONS & CHARGES

Zones	Countries	Delivery Option	Delivery Window	Delivery Charge*
1	Austria Belgium Denmark France Germany Italy Jersey Luxembourg Monaco Netherlands San Marino Vatican City	PostPac International Priority	2 to 12 days	CHF 36 up to 2kg CHF 46 up to 5kg
2	Andorra Czech Republic Estonia Finland Hungary Ireland Latvia Lithuania Norway Poland Portugal Slovakia Slovenia Spain Sweden	PostPac International Priority	3 to 10 days	CHF 40 up to 2kg CHF 51 up to 5kg
3	Albania Belarus Bosnia & Herzegovina Bulgaria Croatia Cyprus Faroe Islands Gibraltar Greece Greenland Iceland Kosovo Malta Moldova Montenegro North Macedonia Romania Russia Serbia Turkey Ukraine Armed Forces – Europe	PostPac International Priority	3 to 12 days	CHF 42 up to 2kg CHF 57 up to 5kg
4	Canada Guam Marshall Islands Northern Mariana Islands Palau Puerto Rico Saint Pierre & Miquelon U.S. Minor Outlying Islands United States of America United States Virgin Islands Armed Forces – Americas	PostPac International Priority	4 to 12 days	CHF 49 up to 2kg CHF 69 up to 5kg
5	Algeria American Samoa Argentina Armenia Australia Azerbaijan Bahrain Brazil China Cocos (Keeling) Islands Egypt Georgia Hong Kong India Indonesia Israel Japan Jordan Kuwait Lebanon Malaysia Mexico Morocco New Zealand Norfolk Island Oman Palestine Philippines Qatar Saudi Arabia Singapore South Africa South Korea Taiwan Thailand Tokelau Tunisia United Arab Emirates Vietnam Yemen	PostPac International Priority	4 to 15 days	CHF 53 up to 2kg CHF 78 up to 5kg
6	Armed Forces – Pacific All other countries except French Southern Territories Libya Saint Martin Somalia Syria The Federated States of Micronesia	PostPac International Priority	3 to 20 days	CHF 58 up to 2kg CHF 89 up to 5kg

*The prices are estimates and may vary based on exchange rate at the moment of the purchase.

TAXES AND DUTIES

All international orders are shipped on a DAP (Delivery at Place) basis via postal channels. This means product prices shown at checkout exclude any taxes or duties, which may be charged upon arrival in your country.

If applicable, additional import duties, customs clearance fees, and local sales taxes will be your responsibility. These charges vary by country and are determined by local regulations—we are unable to estimate them in advance.

To receive your parcel, payment of these fees may be required. Your courier may contact you before delivery or once the parcel reaches customs.

Please note:

• These charges are not issued or controlled by LOYA.

• They are applied by your local government based on the value, origin, and type of goods ordered.

• If fees apply, they must be paid by the consignee to complete delivery.

• Delivery outside the EU does not include these costs and they may delay delivery if unpaid.

RULES & RESTRICTIONS

We ship orders Monday to Friday, excluding public holidays in Liechtenstein and Switzerland.

Our distribution center is based in Liechtenstein, which may stay open during Swiss public holidays. You can still place your order during this time, but delivery will start once Swiss Post is back in service.

Orders placed on weekends or public holidays will ship the next working day. If your order or delivery falls on a holiday, please allow a little extra time.

For international orders, delivery times may vary depending on your country’s customs and local postal operations. When ordering multiple products, they may arrive together or in separate shipments, depending on the destination and combination of items.

For Armed Forces delivery, please refer to your local post capabilities.

ORDER PROCESSING TIME

Most orders begin processing as soon as payment is confirmed.

To qualify for next‑day delivery, ensure you place your order before 4 PM. Orders made after that will be processed the following working day.

Once we’ve confirmed your items are in stock, your payment is approved and the delivery address is verified, we’ll ship your order and send you an email with tracking details.

Please allow up to 2–3 business days for processing during peak periods, promotions, or new launches. Next‑day delivery may not always be possible during these times.

All orders are shipped via Liechtensteinische Post and handed off to your country’s local postal service for final delivery.

All prices are shown excluding VAT, duties, or taxes. These may apply depending on your country’s regulations and will be your responsibility on delivery.

Unfortunately, we’re unable to ship to the following locations: French Southern Territories, Libya, Saint Martin, Somalia, Syria and the Federated States of Micronesia. Any orders placed to these destinations will be cancelled and refunded.

If you're based in one of these regions and would like to explore a UPS delivery option, please reach out to our Customer Care team at customercare@loya.life and we’ll see what’s possible.

Our courier service does not deliver to P.O. Boxes or freight forwarding addresses. However, in some countries, your local postal service may be able to assist with delivery to these types of addresses. Please check with them directly before placing your order.

DELIVERY PROBLEMS

If you’re not home when your order arrives, the courier will leave a card with pick‑up instructions and a timeframe before the parcel is returned to our warehouse.

For international deliveries, your local postal service will provide instructions for how and where to collect your parcel if delivery isn’t possible.

Our Customer Service team keeps an eye on delivery issues and will get in touch if anything needs attention.

If your order is lost or arrives damaged, please contact us at customercare@loya.life and we’ll help right away.

If your parcel is marked as delivered but hasn’t shown up, email us within 2–3 days of the delivery notice. If we receive your message after that, we’ll still look into it—though a replacement will only be possible if the courier confirms the parcel was lost.

RETURNS

Need to return something?

No problem. You’ve got 14 days from when your order arrives to send it back. Just make sure the product is unopened, unused, and in its original packaging. Don’t forget your receipt or order number and we’ll need it to process the return.

To start a return, email us at customercare@loya.life. We’ll provide instructions on how to send your package. You must contact us within 14 days of receiving your order.

Returns should be sent to:

For UK orders:

Tu Pack Ltd
Unit 8 Kwikform Buildings
Hales Industrial Park
Rowleys Green Lane
Coventry, CV6 6AT
United Kingdom

For Switzerland, Liechtenstein & other countries:

Liechtensteinische Post AG
Logistikkönner
Alte Zollstrasse 1.1
9494 Schaan
Fürstentum Liechtenstein

Please include your order number and contact info in the parcel. You'll need to cover the return postage.

Something wrong with your order? Email us at customercare@loya.life as soon as possible and we’ll make it right.

WHEN WILL I GET MY REFUND?

Once your return arrives and we’ve checked it, we’ll issue your refund to your original payment method, usually within 14 days. Bear in mind that your bank or card provider might take a little longer to show the funds in your account.

To help prevent fraud, we may review return activity or freeze accounts if anything looks suspicious.