Lost or missing deliveries

If your order is late

Our standard promise is 7 – 14 working days. If day 14 has passed with no delivery and no contact from us, email support@loenzliving.co.uk with your order number — we will trace it the same working day.

If a parcel goes missing

Where a carrier confirms a consignment is lost, we will send a replacement or refund you in full — your choice. You will never be left out of pocket because a carrier lost your goods.

Marked delivered but not received

Tell us within 48 hours if tracking shows “delivered” but nothing arrived. We will open a carrier investigation immediately and keep you updated; most cases resolve within 5 working days with a replacement or full refund.

Safe places & neighbours

If you ask for a parcel to be left in a safe place or with a neighbour, please make the instruction specific. We will always follow your written instruction, but items left on your instruction are at your risk once delivered as requested.

Last updated 2026-07-22 · Garden Conservatory Furniture, Tyseley