Help with my order
Got a query about your order? Here are a few frequently asked questions that might just help you.
Can I track my order?
Yes, you will receive tracking information once your order has been despatched.
What should I do if I’ve received the wrong item?
We’re sorry you received the incorrect item, please call our client services team on 0800 316 4058, 9am-5pm, Monday-Friday with your order reference.
I think my parcel may be missing / lost, what can I do?
If you suspect your parcel has gone missing, please call our client services team on 0800 316 4058, 9am-5pm, Monday-Friday with your order reference.
When returning a parcel, always obtain proof of postage from the post office.
How can I cancel my order?
Please call our client services team on 0800 316 4058, 9am-5pm, Monday-Friday if you wish to cancel your order.
Please note that despatched orders cannot be cancelled and will need to be returned via our returns process.
What should I do if my parcel and/or product has arrived damaged?
We’re sorry if your product has arrived damaged, please call our client services team straight away on 0800 316 4058, 9am-5pm, Monday-Friday with your order reference so this can be discussed.
When will my order arrive?
Your estimated delivery date will be shown on your order confirmation email. For full information on our delivery timeframes please click here.
What can I do if I’m having issues placing an order online?
Please call our client services team on 0800 316 4058, 9am-5pm, Monday-Friday and a member of our team will be happy to help.
Can I add a gift message to my order?
Certainly, you can enter a message for free at the delivery section of the checkout for a personalised touch to your gift.
What should I do if my order cannot be fulfilled?
In the rare event that we do not have stock available to fulfil your order, our client services team will contact you to discuss alternatives.
Can you tell me if an item will be restocked?
Our client services team will happily advise if a product will be restocked. You can reach the team on 0800 316 4058, 9am-5pm, Monday-Friday or via email on clientservices@loupe.co.uk.