Returns & Cancellations

You have the option to cancel your order. We kindly ask you to inform us as soon as possible, including your order number. The sooner we receive your request, the greater the chance that we can stop the processing of your order.

Important Conditions

• Orders that are already in the processing stage cannot be canceled. In that case, you can return the items after receiving them. Please refer to our return policy for more information.
• Any shipping costs for the return shipment are at your own expense and will not be refunded.
• In the case of a successful cancellation, your payment obligation is voided, and any payments already made will be refunded as soon as possible. The refund period may vary depending on the payment method used.

Cancellation by Us

In some cases, we may have to cancel an order, for example, when:

• The item is not available.
• The address details are incorrect or incomplete.

In such cases, your payment obligation is voided, and any payments already made will be fully refunded.

Do you have any questions about canceling your order? Feel free to contact our customer service, we are happy to assist you!

Sometimes a parcel can't be delivered and is returned to us by the courier. This can happen for a few reasons, for example:

• The delivery address was incorrect or incomplete.
• The courier made several delivery attempts without success.
• Delivery was refused at the door.
• The parcel wasn't collected from the pickup point within the courier's holding period.

When a parcel comes back to our warehouse for any of these reasons, we'll cancel the order once we've received and processed the package, and refund you to your original payment method.

Please note: if you paid shipping costs on your order, these are always refunded to you. Only the return shipping cost (the courier's fee for sending the parcel back to our warehouse) will be deducted from your refund, in line with our refund policy.

The refund timeframe depends on your payment provider and can take a few business days to appear in your account.

Want to make sure your parcel arrives the first time? Double-check your address at checkout and keep an eye on your tracking notifications so you don't miss a delivery or a pickup window.

We want you to be fully satisfied with your purchase. However, if you wish to return an item, you can do so within 30 days of receiving your order.

Please note that customers are responsible for arranging and paying for the return shipping.

How to Return Your Order

1.  Contact our customer support team
Before sending any item back, please contact our customer support team to initiate your return. We will provide you with the return instructions.
Please provide: 

• Your order number
• The item(s) you wish to return
• The reason for your return
• Picture of the item(s)

Our team will review your request and respond within 5 business days with the next steps, including the return address and shipping instructions.
Returns sent without prior authorisation will not be accepted.

2. Prepare your return

• Ensure the product is unused, undamaged, and in its original packaging (including manuals, accessories, and assembly materials if applicable).
• Pack the item securely to avoid damage during transit.

3. Ship your return

• Send the product(s) to the return address provided by our customer support team.
• We recommend choosing a trackable shipping service and keeping your receipt or tracking number until your return has been processed.

4. Processing your return

• Once we receive and inspect your return, we will confirm by email.
• Refunds are processed within 14 calendar days after your return is received and approved.
• Depending on your payment provider, it may take a few extra business days for the credit to appear in your account.

Important Notes

• Products must be in original condition, unused, clean, and undamaged, for a full refund.
• Customised or hygiene products cannot be returned.
• We are not responsible for lost or damaged return shipments. Please ensure your package is securely packed and properly labelled.
• If the product arrives damaged, a depreciation fee may apply and be deducted from your refund.

Compensation Procedure for Returns Damaged During Transport

If your return is damaged during transit, we will assist you with the complaint procedure with the transport company. However, Loriano UK is not responsible for the return shipment once it is in the carrier's possession.

• The complaint will be forwarded to the transport company and you will be kept informed throughout the process.
• If the transport company's investigation results in a negative outcome, we will inform you and the file will be closed.
• If the outcome is positive, you will be reimbursed for the amount received from the transport company, minus £50 for administration costs.
• The refund will be issued within 14 days of receiving payment from the transport company.

Do I need to return my product in its original packaging?

Yes, if you are returning your product within the satisfaction guarantee, we ask that you do so in the original packaging. This ensures the product remains in good condition and may potentially be given a second life.

Don’t have the original packaging anymore, or is it damaged? No problem. We will assess the condition of the product and the packaging and determine if there is any potential depreciation in value.

How should I package my product for return?

To prevent damage during transport, we recommend carefully packaging the product:

• Use a sturdy package, preferably the original box.
• If you no longer have the original packaging, ensure a good alternative packaging with sufficient protection.
• Place the product in a strong outer box (for example, a shipping box) and seal it securely.

Ready to ship?

• Print your shipping label and attach it visibly to the box.
• Take the package to a post office or drop-off point.

By packaging your product carefully, you will avoid damage during transport and ensure the return is processed smoothly.