DELIVERY & RETURNS

What are the shipping options + how long will my parcel take to get to me?

Delivery is available globally (terms and conditions apply). After one business day of processing, please allow for the below approximate time frames;

  • International Standard Tracked Delivery – £20.99 per Kg(28 to 60 working days). 
  • International Express Tracked Delivery – £29.99 per Kg (10 to 30 working days)

* Please note the above shipping timelines are estimates and not guaranteed. Sometimes there may be delays – e.g. carrier delays, logistics, lousy weather or things out of our control. Our team can be reached via our contact us page with any further queries you have. 

Express Tracked Delivery may not be available for short periods during busy times of year.

We are a certified carbon net zero company, so your shipping is planet friendly.

Why don’t you offer untracked shipping?

Unfortunately, we are currently unable to offer untracked shipping due to a high number of orders going missing in transit. We want to ensure all orders reach customers as quickly and efficiently as possible. 

Where is my order?

Please check your order confirmation email. This will tell you how long your order should take. You will receive a tracking reference which you can use to monitor the delivery.

I haven’t received a confirmation email and I placed my order over 24 hours ago, what shall I do?

Please email customer service at support@lotusmarket.co.uk and they will be able to help with the issue.

My tracking number isn’t working, what shall I do?

Please wait 24hrs from when you receive the tracking number as it does not activate until it’s picked up by the delivery company. If it’s still not working, please contact  support@lotusmarket.co.uk with your name and order number.

My items still haven’t been shipped and I haven’t received a refund, what shall I do?

Please contact support@lotusmarket.co.uk with your name and order number.

I placed an order over a week ago and haven’t heard anything since my confirmation email – can I get an update on my order?

Please refer to your tracking details and if you need further help, email our customer service team on support@lotusmarket.co.uk

Refunds, Exchanges and Returns

Delivery and shipment costs are not refoundble.

30-day satisfaction guarantee

As of May 2022, Lotus Market.co.uk operates a 30-day satisfaction guarantee. If you aren’t satisfied with Lotus Market’s services, we will help you find an alternative product or give you your money back!

  • The guarantee is valid for 30 days from when the order is shipped.
  • Only valid on purchases made on lotusmarket.co.uk
  • Customers must have used at least 1 product to be eligible to claim.
  • Customers can only claim up to 3 times per year per customer.
  • 1 claim valid per product
  • Return of products is necessary to be eligible to claim.
  • We reserve the right to deny any claim if the customer does not follow subsequent advice.

Damaged Products on Delivery

In the unlikely event of any shortage, breakage or similar problem, please contact us within 48 hours to enable us to make it right.

When reporting an item as broken, faulty or damaged, please include as much information as possible and please try to have photos of the item, packaging and anything else that may demonstrate the severity of the damage or fault. This not only helps us to validate your case but also to make possible changes to how we shop and pack items to ensure the risk of damage is as tiny as it can be.

Please don’t send back material sent to you in error without contacting us because it isn’t always necessary to return it.

In cases where packages have been returned to us by our courier partners for failed deliveries, non-payment of customs fees or failing to clear customs checks because the customer did not meet the legal requirements to import the goods we reserve the right to withold a refund, issue a part refund, charge shipping and/or an administration fee.

There is an issue with my product, or I have had the incorrect products arrive; what do I do?

We are sorry to hear that! Please contact the team at support@lotusmarket.co.uk within 30 working days, and we will be happy to help.