Frequently Asked Questions
What is the delivery time for my order?
When you order from LOHAUS, the delivery time may differ slightly from what you are used to.
Because our products are shipped directly from our suppliers, we save significantly on storage and transport costs, allowing us to offer our products at the best possible prices.
The average delivery time is 10 to 14 working days (Monday to Friday, excluding public holidays).
What should I do if I have not received my order yet?
Due to high demand, your order may occasionally take a little longer than expected.
We appreciate your patience. If the estimated delivery time has passed and you still have not received your parcel, please email us at support@[YOURSTORENAME].nl.
Our team will investigate the issue and provide you with an update as soon as possible.
How can I exchange or return my order?
To start a return, please contact our customer service team via support@[YOURSTORENAME].nl.
Include your name, order number (for example #0000, as shown in your confirmation email), and the reason for return.
We will then provide you with the return address and further instructions.
Once confirmed, you can send the product back to us using a courier of your choice.
What are the return costs?
Return shipping costs are at your own expense.
These costs may vary depending on the courier you choose.
Please check your courier’s website for detailed pricing information.
What are the conditions for returning my items?
You have a 14-day return period, starting from the day you receive your order.
You can only return an item if:
- The return period has not expired
- The product is in its original packaging with all labels attached
- The product has not been used
Which payment methods can I use?
We accept payments via iDEAL, Bancontact, Credit Card, and Klarna.
If you are unsure whether your payment method is supported, follow the steps at checkout to view all available options.
All transactions are processed through secure and reliable payment systems, ensuring 100% safe payments.
What if I have not received a confirmation email?
If you have not received your order confirmation, please send us an email with your full name and email address at support@[YOURSTORENAME].nl.
We will assist you as soon as possible.
Can I cancel my order?
If you wish to cancel your order for any reason, please email us as soon as possible at support@[YOURSTORENAME].nl.
Include your name, order number (for example #0000), and the reason for cancellation.
We will review your request and confirm the next steps.