Shipping policy
Last updated: July 29, 2026
1. About This Policy
This Shipping Policy explains how Lost Folks ApS (“Lost Folks”, “we”, “us” and “our”) handles delivery of ordinary products and saunas.
It applies together with our Terms and Conditions and the relevant product page, quotation and order confirmation. If they conflict, individually agreed written terms and the order confirmation take priority, followed by our Terms and Conditions and this Shipping Policy. Mandatory law always takes priority.
Saunas are subject to separate terminal-delivery rules in Sections 5–11 below. The ordinary parcel-delivery rules do not apply to saunas.
2. Delivery of Ordinary Products
Ordinary products are delivered to the private or business address stated at checkout. Please check the address carefully before completing your order and contact us promptly if it needs to be corrected.
Delivery normally takes place on weekdays, Monday to Friday. The expected delivery time depends on the destination and is stated on the product page, at checkout or in the order confirmation where available. In some cases, delivery may take up to 18 days.
Delivery times are estimates unless Lost Folks has expressly confirmed a fixed delivery date in writing.
GLS is normally used for parcel delivery. If GLS cannot serve the address or is not suitable for the shipment, we may use another appropriate carrier.
You will normally receive tracking information when the order is dispatched, where tracking is offered by the carrier.
3. Receipt of Ordinary Products
A signature or other confirmation of receipt may be required. Unless you have given us or the carrier different instructions, a person reasonably present at the delivery address, such as a family member, employee or receptionist, may accept the delivery on your behalf.
For Consumers, risk of loss or damage passes in accordance with mandatory consumer law. It normally passes when the Consumer or a third party designated by the Consumer, other than the carrier, receives the product. If the Consumer independently appoints a carrier that was not offered by Lost Folks, risk may pass when the product is handed to that carrier as permitted by law.
For Business Customers, risk passes as stated in the order confirmation, the agreed delivery term or our Terms and Conditions.
Please inspect the packaging and product on delivery. Visible transport damage should be photographed, noted on the delivery receipt where possible and reported to support@lostfolks.com without undue delay.
A Consumer’s failure to refuse a damaged parcel, note damage on a delivery receipt or inspect immediately does not remove any mandatory rights.
4. Orders Containing Several Ordinary Products
We may make separate deliveries where an order contains several products and one or more products are delayed, sourced separately or temporarily unavailable.
We will inform you where separate delivery is necessary. No additional delivery charge will be imposed solely because Lost Folks chooses to divide the order into several deliveries.
5. Sauna Delivery Is Terminal Delivery Only
Saunas are delivered only to the freight terminal stated in the order confirmation. We do not deliver a sauna to the Buyer’s private address, business address, installation site, crane site or other final destination unless Lost Folks has expressly agreed this in writing as a separate service.
Unless the order confirmation states otherwise, a quoted or included sauna delivery price covers transport only to the agreed freight terminal. The terminal may be Thurah Transport A/S in Ishøj or another terminal expressly stated in the order confirmation.
Delivery to the terminal completes Lost Folks’ standard transport scope. Collection from the terminal and all onward transport, crane lifting, unloading, placement and installation must be arranged and paid for by the Buyer.
Lost Folks may share carrier details or provide practical assistance with planning. Such assistance does not make Lost Folks the provider of onward transport and does not mean that onward transport, unloading, lifting, placement or installation is included.
6. Buyer-Selected Freight Terminal
If the Buyer chooses or requests a particular terminal, the Buyer is responsible for confirming before dispatch that the terminal:
- exists and is open and operational at the relevant time;
- accepts deliveries for the Buyer;
- will accept a sauna of the dimensions, weight and construction stated in the order confirmation;
- is accessible to the relevant truck and trailer;
- has sufficient space and suitable equipment to receive, store and release the sauna safely;
- has the correct booking, reference and contact information; and
- can accommodate any required unloading or transfer arrangements.
Lost Folks may reasonably request written confirmation from the terminal before dispatch.
If a Buyer-selected terminal is closed, inaccessible, unsuitable, unable or unwilling to receive the sauna, or if information supplied by the Buyer is incorrect or incomplete, the resulting delay or failed delivery is the Buyer’s responsibility.
The Buyer must pay the actual reasonable costs caused by such circumstances, including waiting time, failed delivery, redirection, additional handling, storage, return transport and redelivery. Lost Folks may require these costs to be paid before a new delivery is arranged.
If the selected terminal cannot receive the sauna, Lost Folks may, after consulting the Buyer where reasonably possible, arrange delivery to another suitable terminal. Any reasonable additional cost caused by the Buyer’s terminal selection is payable by the Buyer.
7. Delivery Estimates and Terminal Arrival Times
Production, dispatch and terminal arrival dates are estimates unless Lost Folks expressly confirms a fixed date in writing.
Because sauna transport is coordinated through external freight networks, Lost Folks cannot provide or guarantee a precise date or clock time for the carrier’s arrival at the terminal.
Estimated arrival information may change because of route planning, consolidated freight, traffic, weather, ferry schedules, customs procedures, driver-hour rules, terminal congestion or other operational circumstances.
An estimated date, tracking update or verbal indication is not a guaranteed delivery appointment.
The Buyer must not book a crane, onward carrier, installation team, staff or other contractor based solely on an estimated terminal arrival. The Buyer should wait until the terminal has confirmed that the sauna has arrived, has been unloaded and is ready for collection.
Lost Folks is not responsible for avoidable waiting charges, cancellation charges, lost working time or other costs incurred because the Buyer arranged onward services before receiving that confirmation, except to the extent liability cannot lawfully be excluded.
8. Delivery, Risk and Inspection of Saunas
For a Commercial Sauna purchased by a Business Customer, delivery occurs and risk passes when the sauna arrives at the agreed terminal and is made available for receipt, unloading or onward collection, unless the order confirmation expressly states another delivery term.
Where a Business Customer or its terminal, onward carrier, crane company or other contractor takes control of, unloads, lifts, moves or transports the sauna after terminal delivery, damage arising from that subsequent handling is the Buyer’s responsibility and must be pursued against the relevant contractor.
The Business Customer must arrange for the sauna and its packaging to be inspected at the terminal before onward transport, lifting or other handling. Visible damage must be:
- photographed from several angles;
- recorded on the consignment note or delivery receipt where possible; and
- reported to Lost Folks immediately and before onward movement begins.
If a Business Customer proceeds with onward transport or lifting without reporting visible damage that a reasonable terminal inspection would have revealed, the sauna is deemed accepted in respect of that visible damage, subject to our Terms and Conditions and mandatory law.
For a sauna purchased by a Consumer, delivery and risk pass only as permitted by mandatory consumer law. Nothing in this Policy limits the Consumer’s mandatory rights relating to delivery, risk, transport damage or defects.
9. Onward Transport, Site Access and Crane Handling
The Buyer is solely responsible for arranging suitable onward transport from the terminal to the final destination unless Lost Folks has expressly accepted this task in writing.
Before arranging onward transport, the Buyer must ensure that:
- the route and final site are accessible to the selected vehicle;
- bridges, roads, entrances, gates, turning areas and surfaces have sufficient dimensions and load-bearing capacity;
- any vehicle, which may weigh up to 44 tonnes, can enter and leave safely;
- all necessary road, parking, traffic, crane, building and local permits have been obtained;
- a suitable unloading and lifting plan has been agreed with qualified contractors;
- the ground and foundation are stable, level and ready; and
- qualified persons are available to receive and inspect the sauna.
Standard terminal delivery does not include a crane truck, unloading at the Buyer’s site, lifting or final placement. If Lost Folks offers to obtain a separate quotation for any of these services, the service is included only when confirmed in writing with its price and scope.
10. Islands and Locations Without a Fixed Road Connection
Lost Folks’ standard sauna-delivery obligation remains limited to the agreed freight terminal.
The Buyer is responsible for onward ferry transport, harbor charges, island surcharges, permits, crane handling and final delivery to an island or other location without a fixed road connection.
If Lost Folks expressly agrees to arrange transport beyond the terminal, the applicable price, delivery point and limitations will be stated separately in writing. Delivery may be limited to a specified harbor or another accessible handover point.
11. Storage and Collection from the Terminal
The Buyer must collect the sauna within the terminal’s collection period and comply with the terminal’s identification, booking, safety and collection requirements.
Any free storage period is determined by the terminal and is not guaranteed by Lost Folks unless expressly stated in the order confirmation.
The Buyer is responsible for storage, handling, demurrage, transfer or other terminal charges arising after the sauna is ready for collection, except to the extent a charge was caused solely by Lost Folks’ breach.
If the Buyer does not collect the sauna on time, Lost Folks may pass on the actual reasonable terminal and transport costs and may arrange continued storage, relocation or return transport at the Buyer’s expense.
12. Failed Delivery of Ordinary Products
If an ordinary product cannot be delivered because:
- the delivery address is incorrect or incomplete;
- no authorised person is available to receive it where attendance is required;
- the carrier cannot obtain access or contact the recipient;
- delivery cannot be completed safely; or
- the parcel is not collected from a parcel shop or collection point in time,
the order may be returned to Lost Folks.
You are responsible for the actual reasonable costs of failed delivery, return transport, storage and redelivery where the failure is caused by you, subject to mandatory law.
If you would like us to attempt delivery again, we may require payment of the actual redelivery cost, even where the original delivery was offered free of charge.
We will not leave or redirect an order to a materially different location without your agreement unless this is permitted by the carrier’s delivery terms and applicable law.
13. Delays
We will notify you of a material delay when reasonably possible and provide an updated estimate.
Lost Folks is not responsible for delay caused by the Buyer, a Buyer-selected terminal, onward carrier, crane company or other contractor.
Lost Folks is also not liable for delay caused by circumstances outside its reasonable control that could not reasonably have been prevented or overcome, subject to Section 15 of our Terms and Conditions and mandatory law.
For Consumers, nothing in this Policy limits mandatory rights relating to delayed delivery, including any right to require delivery within an additional reasonable period or terminate the purchase where the legal conditions are met.
For Business Customers, Lost Folks is not liable for indirect or consequential loss caused by delay, including loss of profit, revenue, customers, use, business interruption, contractor cancellation fees or claims from the Buyer’s customers, to the extent permitted by law.
14. Contact
Questions about delivery should be sent to:
Lost Folks ApS
CVR: 44743604
Nørre Farimagsgade 52, 2 th
1364 Copenhagen K
Denmark
Email: support@lostfolks.com
Phone: (+45) 30 64 45 99