Faq's

Welcome to our FAQ page! Below you'll find quick answers to the most common questions about our products, orders, shipping, returns, and more. Still need help? Contact us at support@lozania.store.

🧺 Product Questions

Q: What types of prayer mats do you offer?
A: We offer three main types of prayer mats:

  • Premium Mats – Soft, elegant, and durable for everyday use

  • Plain Mats – Minimalist and respectful in design

  • Medical Mats – Cushioned support for knees, joints, and those with mobility issues

Q: Are your mats suitable for travel?
A: Yes! Many of our mats are lightweight and foldable, making them ideal for travel, work, or prayer on the go.

Q: Are the colours exactly as shown online?
A: We aim for accuracy, but colours may appear slightly different depending on your screen settings.

💳 Ordering & Payment

Q: What payment methods do you accept?
A: We accept all major credit and debit cards through secure payment gateways. Your payment is protected by SSL encryption.

Q: Will I receive a confirmation after placing an order?
A: Yes! You’ll receive an order confirmation email immediately after checkout, followed by a shipping confirmation with tracking details once dispatched.

🚚 Shipping & Delivery

Q: Where do you ship?
A: We currently ship within the United Kingdom only.

Q: How long does delivery take?
A: Orders are processed within 1–2 business days (Monday to Saturday), and delivery via FedEx typically takes 5–7 business days.

Q: How much does shipping cost?
A: Shipping is FREE on all UK orders — no minimum spend required.

Q: Can I track my order?
A: Yes. Once your order has shipped, you’ll receive a tracking number by email to monitor your package via the FedEx website.

🔁 Returns & Exchanges

Q: What is your return policy?
A: You can return or exchange unused mats within 30 days of delivery. A prepaid return label is included with your order.

Q: How long does a refund take?
A: Refunds are processed within 10 business days of receiving your returned item and will be issued to your original payment method.

Q: What if my item arrives damaged or incorrect?
A: Please email us a photo of the item at support@lozania.store. We’ll arrange a replacement or full refund immediately.

🔐 Privacy & Security

Q: Is my payment information secure?
A: Absolutely. All transactions are protected by SSL encryption and processed through trusted, secure payment providers.

Q: Will my personal information be shared?
A: Never. We do not sell or share your data. 

📞 Contact & Support

Q: How can I contact you?
A: Our customer support is available Monday to Saturday, 9:00 AM – 6:00 PM (GMT+1)London time 

Sunday & Public Holidays Closed

  • 📧 Email: support@lozania.store

  • 📱 Phone: +44 7754 057225

  • 🏠 Address: 24 Bala Street, Liverpool, L4 2QW, United Kingdom

Q: How quickly do you respond to emails?
A: We respond within 24 hours, Monday through Saturday.

Still have a question?
We're happy to help – just reach out to us at support@lozania.store