FAQ page

Ordering from LOMAZOO is easy and can be done 24 hours a day, 7 days a week through our webshop. Add the product you would like to your basket, enter your details, check your order and then choose a payment method.

Once you have completed your order, you will receive an order confirmation by email. Haven’t received a confirmation? Please check your spam or junk folder as well. If you still cannot find the email, please contact our customer service team.

No, you can also place an order without an account and check out as a guest. With an account, you can save your details, check out faster and easily access your order history.

Once your order has been placed successfully, you will receive an order confirmation by email within a few minutes. In most cases, this takes no longer than 10 minutes.

If you have not received a confirmation after 10 minutes, please check your spam or junk folder first. Still haven’t received anything? Please contact our customer service team.

If you would like to change or cancel your order, please contact our customer service team as soon as possible. If your order has not yet been processed or dispatched, we will be happy to check whether a change or cancellation is still possible.

At LOMAZOO, you can pay using a range of payment methods, including iDEAL/Wero, credit card, PayPal, Klarna and bank transfer. The available payment methods will be displayed during checkout.

If your payment fails or is declined, first check that your payment details have been entered correctly and try again.

If the problem persists, please contact our customer service team. We will be happy to help you find a suitable solution.

Yes, an intra-Community supply within the EU is possible. Please contact our customer service team so that we can check what options are available in your situation.

The expected delivery time depends on the destination country:

Netherlands: 1-2 working days
Belgium: 1-2 working days
Germany: 1-2 working days
France: 2-3 working days

Order on a working day before 16:00? In most cases, your order will be processed the same day. Please note that delivery remains dependent on the carrier and may take slightly longer during busy periods.

All orders are delivered to your home free of charge. Any exceptions or different conditions will always be clearly stated during the ordering process.

Yes. As soon as your order has left our warehouse, you will receive a Track & Trace link by email. You can use this to follow your order.

If you are not at home at the time of delivery, the carrier may attempt delivery again, leave the parcel with a neighbour or take it to a collection point. This depends on the carrier.

Yes, during checkout you can enter a different delivery address. If your order has already been placed and you would still like to change something, please contact our customer service team as soon as possible. If your order has not yet been processed, we will be happy to check what is still possible.

If the Track & Trace information shows your parcel as delivered but you have not received it, first check whether it has been left with a neighbour or at a collection point. If you cannot find the parcel, please report this to our customer service team as soon as possible, preferably within 14 days of the delivery notification.

If an item is missing or your order is incomplete, please contact our customer service team. We will look into what went wrong straight away and help you as quickly as possible.

Collection is not available for private customer orders. If you are ordering as a business and would like to collect your order, please contact us to discuss the available options by appointment.

If you are not satisfied with your order, you can make use of our returns policy. You have 90 days to return your order.

If you ordered through our webshop, you can register your return via our returns portal. If you ordered through a marketplace, you can register your return via this returns portal.

Please note: we do not offer a collection service for returns. You are responsible for taking the product to a return point yourself, regardless of its weight. We only arrange collection for shower enclosures, walk-in showers and bath screens.

Returns are free of charge.

To ensure your return can be processed correctly, we ask you to return the product complete and, as far as possible, in its original condition. You may of course inspect the product in the same way you would in a shop.

If the product has been used more than necessary to assess it, or if anything is missing, this may affect the amount refunded.

Exchanges are not possible. If you would like a different product, simply return your current order and place a new order through our webshop.

Once we have received and processed your return, we will refund the purchase amount using the same payment method you used to pay. This will be done within 14 working days of receiving your return.

If your order has arrived damaged, please contact our customer service team as soon as possible and, if possible, include clear photos of the damage and the packaging. This will help us provide you with a suitable solution more quickly.

All our products are covered by the statutory warranty. This means you can expect a product to perform as may reasonably be expected.

If a defect or problem occurs within the product’s reasonable service life, please contact our customer service team. We will be happy to work with you to find a suitable solution.

If you discover damage or a defect, please report it to our customer service team as soon as possible, preferably with clear photos. This allows us to assess your request more quickly and provide better assistance.

If you have a complaint about a product or our service, please contact our customer service team by email or phone. We take every complaint seriously and will be happy to work with you to find a suitable solution.

Calling us is the quickest option. Call us directly on +31 085 004 49 44. Our customer service team is available from Monday to Friday, 10:00 to 17:00, and will be happy to assist you in Dutch, German or English.

Unable to call? Feel free to email us at [support@lomazoo.com](mailto:support@lomazoo.com). We respond within 48 hours on working days.

You can find our Terms and Conditions on our website on this page. If you have any questions about a provision or would like further clarification, please feel free to contact our customer service team.