Frequently Asked Questions

My order

Where is my order?

If your order does not arrive within 14 working days (UK orders) or 28 working days (International orders) after dispatch, please contact info@loyaltreasures.com with your order number. Our customer service team will investigate this right away.

Where is my order confirmation?

If you have not recieved an automatic confirmation, please check your spam/junk folder or any other email address you have. If you only entered a mobile number please note you will recieve text updates. If you still can't locate your confirmation please email info@loyaltreasures.com with your full name and our customer service team will assist you.

I'd like to cancel/change my order?

Once you place an order you won't be able to cancel or change your order however if you email us at info@loyaltreasures.com with your reason we will see what we can do for you. Please ensure when you are ordering that you double check your order at checkout. Thank you.

I've received the wrong item/size, what do I do?

Please send us a picture of the incorrect item with the packing slip to info@loyaltreasures.com if it's to do with sizing, take a picture of the size label.

My order has arrived and it is damaged, what can I do?

In the unlikely event that your order arrives damaged, please email us at info@loyaltreasures.com within 14 days of recieving your order with your name, your order number and images of the fault.

My order has been shipped but has not arrived?

If you are in the UK and have not recieved your order within 14 working days or outisde the UK and have not recieved your order within 28 working days then please drop us an email info@loyaltreasures.com

We cannot be held responsible if the address you have given is incorrect, it is the responsibilty of the customer to give a complete and accurate address to ensure the parcel gets safely delivered.

Please note that if Royal Mail tracking number shows that your parcel has been delivered, you will need to contact Royal Mail to get a reference number before we can investigate further into what the issue is and how we can help.

Futhermore, if your order has been delivered with photographic evidence and you are unable to locate your order, we cannot be resposnible for stolen parcels. Please contact Royal Mail with enquries about missing orders.

Delivery

Can I track my order?

Yes, you can. Once your order has been handed over to Royal Mail you will recieve a reference number by them which then you can copy and paste on the Royal Mail track and trace site.

We cannot be held responsible for any delays caused by Royal Mail. Please also take note of any planned postal strikes.

What happens if I am not home when they deliver?

You should recieve a card through your door if no one is home to collect the parcel, the most common circumstances are either to be left to your neighbour or they will attempt to deliver again.

Will I have to pay additional fees at customs?

For international orders custom charges can occur. This is dependent upon the customs threshold for each country. Please check with your local authority for more information on this.

Bank/public holidays

Please note due to the bank or public holidays there may be a slight delay in dispatching your order. Please bear with us at this busy time, thank you.

Returns

Can I return my item? If so, how?

Yes, we accept returns on your items on the condition that:

Returns are made within 14 days of your items arriving
The items are returned in their original packaging and condition
The tags are still on the items
The items must be unused, undamaged, must be hair free, have no make up stains or any other marks on them

Disclaimer: Loyal Treasures has the right to refuse a refund if any of these requirements are not met.

Please view here to find our return address Return address

You will be required to pay for return postage.

Do you offer free returns?

Returns are at the cost and responsibilty of the customer. We highly recommend using a recorded postage service to ensure that your return arrives to us. We cannot be held responsible for returns that are lost in transit.

I have returned my item, when will I get my refund?

Please allow up to 5 working days from when we have recieved your products. If you can see your return has been delievered back to us, be assured that our team will be processing the refund asap. The time it takes for your refund to reach your account will depend on your bank provider.

Item added to your cart