Contact
Every message reaches a person. Here is how to reach us, and what to include so we can help on the first reply.
How to reach us
- Email support@loyalunited.com — or use the form below, which reaches the same desk.
- Track an order Track my order. Start here — it answers more questions than we do.
- Shipping Every window, and what to do at each stage, is on the shipping page.
- Returns When a replacement is created, and when it is not, is on the returns page.
What to include
None of this is required, but each item removes a round of emails.
- Your order number. The single most useful thing. It is in your order confirmation email.
- The email address you ordered with, if it differs from the one you are writing from.
- The billing address on the order — it lets us find you if the order number has gone astray.
- Photos, if your question is about the item itself. Three from different angles is ideal.
If we ever need to confirm a payment, we will ask only for the last four digits of the card. We will never ask for a full card number, a CVV or an expiry date, and you should never send those by email — to us or to anyone.
Asked most often
Where is my order?
Start with tracking. If the page has not updated, that is usually normal — the shipping page sets out the four ordinary reasons tracking goes quiet, and what each one means.
I never received a tracking number.
Check junk and spam first, then search your inbox for “Loyal United”. Shipping confirmations are filtered constantly. If it genuinely is not there, write to us and we will resend it.
Can I get a refund?
No. All sales are final and we are unable to offer refunds. We do create free replacements in two situations — a completely different product arrived, or 30 days have passed and nothing has. Both are set out in full on the returns page.
The wrong item arrived.
Email us three photos from different angles with your order number. We create a replacement on the same shipping speed you originally paid for, and you keep what arrived — there is nothing to post back.
Can I change my address, size or cancel?
Write to us as soon as you can and we will try. Once an order has been handed to the carrier it is out of our hands, so speed decides this one.
Tracking says delivered, but I do not have it.
Contact your local post office with the tracking number first — parcels marked delivered are very often held at the branch or left with a neighbour. If they cannot account for it, tell us what they said.
Do you ship internationally?
Yes. International delivery runs 10 to 25 business days from the day the parcel ships.
If you have written and not heard back, send it again. Occasionally a reply lands in a spam folder at your end, and we would far rather answer twice than leave you waiting.
Marcus Ellery
Customer Support Lead — Loyal United®