Return and Refund Policy

This Return and Refund Policy applies to all purchases made through the lonaw website

Return Window

Customers in the countries we ship to may request a return within 30 days of the delivery date.
A reason for return is not required, but any feedback you provide helps us improve our products and services.

How to Start a Return

1. Notify us

Please email contact@lonaw.com with your order number and a brief reason for return (for example: change of mind, size not suitable, or item damaged).

2. Wait for authorization

Our team will review your request and reply with confirmation, return instructions, and the return address. A prepaid return label may be provided where applicable.

Packaging and Shipping Back

  • Items should be packed securely in their original packaging (or similar), with all tags and labels attached.

  • Please include any return form or instructions provided by email.

  • If a return label is supplied, attach it to the parcel and hand the package to the indicated carrier.

Return Shipping Costs

Faulty, damaged, or incorrect items

If you receive a defective, damaged, or incorrect item, Lonaw covers the return shipping cost and will offer a replacement (subject to availability) or a full refund.

Change of mind or unsuitable item

For returns due to preference, size, or style, the customer is responsible for the return shipping cost. Any original outbound shipping fee is non-refundable.

Specific Return and Refund Conditions

Change of mind

Returned items must be unused, undamaged, and in their original packaging with all tags attached. Returns must be requested within 30 days of delivery.

Defective or damaged goods

Please notify us within 48 hours of delivery and include clear photos showing the issue. Once reviewed, we will arrange a return at our cost and issue a replacement or refund.

Incorrect item received

If the item received does not match your order, contact us and we will cover return shipping and send the correct item (where available) or issue a refund.

Item not received

If your order has not arrived within the expected delivery timeframe, please contact us. If the parcel is confirmed lost by the carrier, a replacement (if available) or full refund will be issued.

Order cancellation

Orders may be cancelled before dispatch by contacting us. If the order has already been shipped, the return process applies after delivery.

Return Process

  • Contact us
    Email contact@lonaw.com with your order number and reason for return.
  • Return approval
    Our team will review your request and confirm whether the return is approved. You will receive the return address and instructions. A prepaid return label may be provided where applicable.
  • Send the item back
    Pack the item securely in its original packaging (or similar), with all tags attached, and return it according to the instructions provided.
  • Inspection and outcome
    Once received, the item will be inspected. If approved, a refund will be issued to the original payment method or a replacement will be sent, depending on availability and your preference.

Timelines

  • Return request: within 30 days of delivery

  • Return shipment: within 14 days after return approval

  • Inspection: up to 3 business days after receipt

  • Refund processing: within 7 business days after approval (bank processing times may vary)

Exceptions

The following items cannot be returned unless faulty or damaged on arrival:

  • Hygiene-sensitive items (such as underwear or socks)

  • Custom or made-to-measure products

Any exceptions will be clearly stated on the relevant product page.

Return Address

Unless otherwise stated in your return authorization email, returns should be sent to:

ONYOURSHAPE LTD – Returns 45 High St, Amersham HP7 0DP, United Kingdom

Shipping Method and Fees

  • A tracked return service may be recommended.

  • Restocking fee: (no restocking fees are currently charged).

Legal Rights

This policy applies in addition to any rights you may have under applicable consumer protection laws. Nothing in this policy limits those statutory rights.

Company Details

Company Name: ONYOURSHAPE LTD
Website: www.lonaw.com
Address: 45 High St, Amersham HP7 0DP, United Kingdom
Email: contact@lonaw.com
Phone: +44 149 425 8364
Company Number: 16797935
Customer Service Hours: Monday to Friday — 9:00 AM to 5:00 PM (GMT/BST)