Shipping policy

Delivery
Products will be delivered to the agreed destination provided by you at checkout on the website. We only deliver to private and company addresses. The expected delivery time depends on the country of delivery. In certain cases, delivery can take up to 18 days. Your products will be delivered on weekdays, Monday to Friday.

The shipment is delivered by GLS as standard. If GLS is not possible for your address, an alternative carrier will be used.

You will receive a Track & Trace number upon shipment.

You must sign for the products upon delivery. By accepting these terms, you agree that any person present at the provided delivery address can sign for the delivery (e.g., a family member, friend, or receptionist).

Please note that you are responsible for the products after delivery. If the packaging is damaged at the time of delivery, you should refuse the delivery. If you wish to file a complaint about defects in the products, please refer to section 7 in termes of service.

If your order consists of multiple products, we reserve the right to make separate deliveries. Separate deliveries may be necessary if certain products are delayed or out of stock at the time of your order. You will be informed if separate deliveries are required. No additional delivery costs will be charged in such cases.

Special Delivery Terms for Saunas
The price includes shipping to the terminal of Thurah Transport A/S in Ishøj, which specializes in this type of transport. The buyer is responsible for arranging further transport with Thurah (or another chosen transport company) to their own address and covering all costs associated with this transport. We are happy to assist in planning this. This process ensures that the delivery location is properly prepared for the sauna, preventing unsuccessful deliveries.

We reserve the right to disclaim any liability for compensation related to delayed deliveries.

Considerations Before Delivery
It is the customer’s responsibility to ensure that the access road to the delivery address allows for heavy traffic. The delivery vehicle may weigh up to 44 tons. As the customer, you are responsible for obtaining any necessary permits and ensuring that road accessibility and load capacity allow for the required transport.

Delivery by Crane Truck
Standard shipping does not cover crane truck delivery. If you require crane truck delivery, please contact customer service to check availability and pricing, as crane truck delivery will incur an additional shipping fee.

Delivery to Islands
For deliveries to islands without a fixed road connection, an additional shipping fee will apply. If you wish to check the cost before placing your order, please contact our customer service team.

For certain islands, we can only deliver your order to the harbor. Please contact customer service for more details.

Undelivered Goods / Failed Delivery
If you are unavailable, or if the carrier cannot contact you at the time of delivery, and/or if the vehicle cannot reach the destination and/or unloading is not possible, you will be charged for the costs associated with a failed delivery attempt. These costs include expenses incurred by Lost Folks in connection with the delivery, as well as the full or partial return of your order. Please note that these costs can be significant.

If you wish for us to attempt delivery again, we reserve the right to charge the actual costs, even if the initial delivery was free.

Lost Folks reserves the right to deliver your order to a suitable nearby location if delivery to the confirmed address is not possible. Examples of such situations include:

You provided an incorrect delivery address.
The address is inaccessible.
The address cannot be reached safely.
The truck cannot reach the location due to road conditions.