Loftry, a professional company, does its best to provide you with the best services, putting in mind all possibilities that a product might undergo at all stages till our customers receive it, hoping to achieve our customer’s complete satisfaction.
In case of a product delivery failure, because you are not at home and the shipping company returned it, the return shipping costs and any additional charges shall be deducted from the refund amount.
In case of receiving wrong or damaged items, never accept delivery. Inform your shipping courier(s) and call us to arrange a replacement.
It is highly recommended to document the item’s condition by a photo or a video to ensure the process of return, exchange, and money refund. (Please record a video when unboxing the product)
When receiving a product, please verify the following:
Document the product’s unboxing by video.
Check out the box and search for any damage (such as a shipping problem or shipping company’s fault). If the box arrived damaged, please document it by video before unboxing.
Verify that the product name and your order number are matched.
Verify that the guarantee tape was placed on the product’s cover in the right way.
When receiving the order, please document the package (by taking a video) before and while unboxing it to ensure the process of return or exchange, or to send missing items, if any.
After opening the package, in case of any damage or missing items, you can contact us to choose the best option (You will be asked to provide the unboxing video as documentation). The costs of return, exchange, or sending missing items, in this case, will be at the expense of the merchant.
If you desire to return an intact item, you can return it within three days of the delivery date; charges of reshipping and any additional costs shall be deducted from your refund amount provided that:
Products, which do not require to be installed, must be in their original condition with the guarantee tape placed on the package.
Furniture, which requires to be installed, must not be installed, and must be returned in its original box; in some cases, you may have to pay charges of product return to the manufacturing company which shall be deducted from the refund amount or paid at the shipping company. If the above conditions are not met, we will evaluate the issue and send the amounts due according to the terms, costs, and customs of the shipping process within the country from which the product will be returned.
Items marked as “non-returnable” on the sale page cannot be returned.
Regarding the products that do not require installing, after the seller receives them, they will be evaluated based on their condition and based on the situation of the properly-placed guarantee label on them.
Products, which require installing, will be evaluated based on their condition, verifying they are undamaged after the seller receives them.
Any installed item cannot be returned.
For more details on the process of amounts due after the seller receives the product and verifies its condition, you can check the money refund policy.
What is the guarantee label?
It is a label placed on the product by the seller after packaging, ensuring that the product was not opened by you or the shipping company while returning.
· Shipping the Order
Your order will be sent to the shipping company within the specified period on the product page, after that it will be delivered to you according to the shipping company’s shipping options. The delivery period might change based on customs clearance processes in your state or country.
· Shipping Costs
If the products are on free shipping (or if the costs of shipping are part of the product price), there is no need to pay the shipping costs at the door in your country. If a shipping courier asks for any additional shipping costs (except for customs clearance charges), please contact us.
If the products do not include free shipping, you will pay the shipping costs in advance on the store; and you do not need to pay anything to the shipping courier. If a shipping courier asks for any additional shipping costs (except for customs clearance charges), please contact us.
Shipping rates vary from one state or country to another and they also vary based on the quantity and weight of what you have purchased. You can check out the shipping rates during the purchase process when you choose the destination of the shipment.
· Shipment Tracking
Shipment can be tracked on the shipping company’s website using the shipment tracking number sent to you by SMS or e-mail.
· Approved Shipping Companies
Loftry is focused on working with various shipping companies, the most famous of which is DHL Company.
· Countries We Ship to
European Union Countries – the UK – the USA – Canada – Australia
· Shipment Delivery
If you are not at home to receive the shipment, we will call you using your provided contact details. If you do not receive the shipment, the product will enter within the return policy.
When you receive your order you must check it and make sure that the product name and number match your order number. If you notice any problem or damage to the packaging, please call us to explain it and get our help. You can also find more details about the return policy.
When receiving broken part)s(, you must directly inform us and send a video showing the broken part. We will contact the supplier(s) and send you the requested part)s( as soon as possible. if the product was broken by a faulty installing, you might be asked to pay for it; if the product was broken by a fault while shipping, you will get the part requested for free.
If the product delivery from the seller to the shipping company was delayed, you can contact the customer care department.
If the product delivery was delayed from the shipping company, you can contact the shipping company’s branch in your region; you can also check out some information until you receive the shipment:
Make sure your shipping address is correct.
Check out the area surrounding your house or check with the neighbors.
Wait for two days as human mistakes are expected.
Make sure of any delivery note, this note will guide you and tell you about the steps you need to take to receive your shipment.
When installing the parts of a product, you can check out the installation manual found in the product box and follow the instructions step by step.
When ordering from our website, it is your responsibility to ensure that a product can legally be imported to the required destination.
The recipient is the recorded importer and must comply with all laws and regulations of the required destination.
Orders shipped by our website or contracted shipping companies might be subject to taxes of import, customs duties, and charges imposed by the destination country.
The international shipment recipient might be subject to import taxes, customs duties, and charges imposed once a shipment arrives in the recipient’s country.
The recipient must pay any additional customs clearance charges and submit official documents to customs authorities in charge if they were requested, and our company cannot predict or control these charges.
Customs policies vary widely, you must contact your local customs office for more details.
When customs clearance transactions are required, there might be some delays that will exceed the expectations of the delivery dates.
Note: Customs offices in some countries or regions require registered importers to submitting a specific ID for the clearance of a shipment. You might be asked to submit an identification number such as the unique identification number or the tax ID.
Payment and Refund Policy
Your credit card information is sent to the bank in an encrypted way and is not kept on our website unless you prefer to save your financial information in your account on the website for later shopping transactions after notifying you and taking your confirmation to do so.
If the order was canceled and the return policies were followed, the refund shall be sent to your bank account within 7 working days after the seller receives the returned product.
You can cancel an order before being accepted and prepared by the seller.
After approving the cancellation of your order, your refund shall be sent to your bank account within 14 working days.
If you want to cancel an order when it is being prepared by the seller, you can contact the customer department for help.
If the shipment cancellation fails because it has been shipped or for any other reason, you can wait until it is sent to you and when it arrives do not receive it; thus, it will enter within the return policy.