Returns & Refunds Policy
We stand behind all of the products we have curated for our site, and we work with the best manufacturers in the world to ensure you'll love every LOOMLAN item in your home. The design details, quality, safety, and sustainability of our products will meet, if not exceed, your expectations. We hope you love your selections, but if you're not completely satisfied with your purchase, we'll gladly take returnable items in an unused condition fit for resale within 5 days of delivery. (Note: Exclusions apply. See below).
Is My Item Returnable?
Not every item on our site is eligible for a return. Below is a list of non-returnable items:
- wired or assembled products
- custom made to order items
- used items or items without original packaging
- altered items (repainted, refinished, cut, etc.)
- final sale items or gift cards
- international orders and orders outside of the contiguous US
How Do I Return My Item?
You must email return request to our customer service team at firstname.lastname@example.org. Include your name, order number, order date, delivery date, explain the reason for requesting a return and if item is in an original packaging and condition. Please note, since you receive free shipping from us, the return shipping cost will be paid by you (shipper/customer). LOOMLAN is not responsible for return shipping cost.
Note that all items shipped back without an authorization or outside the 5 day return period will not be accepted and will be returned to you. We cannot accept returns without the original packaging. Please note, products may only be returned from the location of original delivery.
How Can I Receive My Refund?
Upon receiving and inspecting the item, our QA team will determine whether full or partial refund will be issued.
- Store Credit:Receive your return refund in the form of store credit for the merchandise price, less the cost of outbound shipping. If you return for store credit, all restocking fees are waived and covered by us.
- Original Form of Payment:Receive your refund in the form of your original form of payment for the merchandise price, less the cost of outbound shipping AND a 15% restocking fee for stocked items or a 30% restocking fee for custom items.
If we identify an unreasonable return pattern, we may restrict or refuse future transactions or returns from such customers at any time.
Why Do You Assess Restocking Fees on Returns?
When you return an item, a lot of time, labor, and company cost is required to receive your package and restock your item back into our warehouses. Additionally, the majority of furniture and accessories returned are not packaged to original factory standards or incur damage during transit. Because we provide our customers free standard shipping on all items and absorb that cost, we must assess restocking fees on returns to account for the quantity of returned items that cannot be accepted or resold.
LOOMLAN Damages Policy and Guidelines
At LOOMLAN we work with only the best in the shipping industry to ensure that your items arrive at your home safely and undamaged. In the unlikely occurrence that your item arrives damaged, defected or incorrect, we will immediately work to repair or replace your item. Please note that our damages policy is to replace or repair damaged or incorrect items. If you would like a refund, you must process your request as a return which may incur fees for shipping, handling, and restocking costs. To guarantee the best customer experience, please follow our guidelines below when you receive your delivery.
Damages or Incorrect Items Policy and Guidelines for Freight Items:
If you receive a freight item with a required signature, please inspect the packaging and open your package immediately (BEFORE SIGNING) to inspect the item. If the packaging or the item has obvious freight damage or is otherwise incorrect, refuse the shipment and mark the Bill of Lading packing slip as “damaged.” Please take clear photos of the damaged packaging and/or damaged item. If shipment is refused prior to inspection of the item, you may be subject to re-delivery fees.
After you refuse the shipment, please contact our customer service within 48 hours at email@example.com or 833-566-6526. Please be prepared with photos of the damage (we may ask for these to be sent to us via email). Clear photos are mandatory in order to process a damage claim. Once contacted, we will file your claim and ship you a replacement at no additional cost.
NOTE: If you sign for a signature-required freight shipment without reporting the damage, defect, or error, you are responsible for all such damages and your damage claim may be denied. All damage claims must also be received within 48 hours of your item's arrival. Damage claims reported after 48 hours of your item’s arrival may be declined.
Damages or Incorrect Items Policy and Guidelines for Parcel Items:
If you receive a no signature required parcel item, please open your package and inspect immediately. Please keep all original packaging. If your item is damaged or incorrect, please take photos of the item and its packaging and report the damage to customer service at firstname.lastname@example.org or 833-566-6526. Please be prepared with photos and a detailed description of the damage. Clear photos of the damage are mandatory in order to process a damage claim. We cannot accept damaged returns without the original packaging, and damage claims reported after 48 hours of your item’s arrival may be declined.
Damage claims will be denied if the item has been used or installed.
Missing or Incorrect Items Policy and Guidelines for Parcel Items:
In the rare occurrence that an item is missing or incorrect, please call us within 48 hours of delivery. We will investigate the situation and send a replacement item at our sole discretion. LOOMLAN is not responsible for any misplaced or stolen packages. If your item is approved as an incorrect item, we will provide approval and instructions on where to ship the item back. Once we receive your incorrect item back, we will send out a replacement item. Incorrect item claims reported after 48 hours of your item’s arrival may be declined.
NOTE: Different computers and web browsers display colors differently. We are not responsible for variations in color between the product you receive and the product shown on our site. Similarly, all items made from natural products (including but not limited to: wood, marble, limestone, alabaster, glazed ceramic, etc.) will have natural variations and no two items will look identical. These variations are expected and will NOT be considered defects, damages, or incorrect items.
Where Does My Damaged Return Item Go?
All damaged items returned to us are either donated or field destroyed. Damaged items are unfit for resale.