Catalina Wicker Modular Set With Lounge Chair Ottoman and Table

At LOOMLAN, we are dedicated to providing high-quality, ethically made furniture and home decor. We are committed to ensuring that every LOOMLANDER is delighted with their purchase. We understand that sometimes a product may not meet your expectations, and we're here to help. Our return policy is designed to ensure clarity and fairness while reflecting our commitment to sustainability and customer satisfaction.

Eligibility for Returns

• Return Window: Eligible items may be returned within 5 days of delivery. Items must be unused, unassembled, and in their original packaging.
• Authorization: All returns require prior approval. Contact our customer service team to obtain a Return Authorization Number before returning any items.

Non-Returnable Items

Certain items are not eligible for return, including:

• Final sale items or gift cards
• Wired or assembled products
• Custom-made to order items
• Used items or items without original packaging
• Returns from locations other than the original delivery
• Altered items (repainted, refinished, cut, etc.)
• Returns without prior authorization
• International orders and orders outside the contiguous US

Damages and Defective Items

• Visible Damages: Inspect your items upon delivery. If visible damage is present, refuse the delivery and clearly note on the delivery document that the shipment is refused due to damage. Contact us immediately to arrange for a replacement.
• Concealed Damages: If damage is discovered after delivery, notify us within 48 hours. Provide photos and a description of the damage. We will coordinate a replacement or repair at no additional cost.

Return Freight Charges

• Return freight charges must be paid by the customer, and original freight charges are non-refundable. For items offered with free or discounted freight, actual outbound shipping fees will be deducted from the refund.

Refunds and Restocking Fees

• Processing Time: Refunds are processed within 7-10 business days after receiving and inspecting the return.
• Deductions: Original shipping charges are non-refundable. A restocking fee of up to 100% may apply if items are not returned in new condition.
• Restocking Fees: Restocking fees account for the time, labor, and costs associated with receiving and restocking items. Most returned items are not packaged to original standards or incur damage during transit.

Cancellation Terms

• Orders canceled within 24 hours are fully refundable.
• Orders canceled after 24 hours incur a 5% cancellation fee.
• Pre-orders canceled within the given timeframe incur a 5% fee; cancellations after this timeframe are fully refundable.
• Orders canceled after shipping will incur inbound and outbound shipping fees and a 20% restocking fee.

Fraud Prevention

We monitor return patterns to protect our community. Unreasonable return patterns may result in restrictions or refusal of future transactions.

Sustainability Commitment

Returned items are managed sustainably. Damaged items are either donated or responsibly recycled, minimizing environmental impact.

Customer Support

Our dedicated team is here to assist with any questions or concerns. Please reach out for personalized support.

Additional Guidelines

• Parcel Items: Inspect immediately upon receipt. Keep all original packaging. Report damages within 48 hours with photos and a detailed description.
• Missing or Incorrect Items: Report within 48 hours. We will investigate and send replacements as needed.

Color and Material Variations

Natural variations in materials (wood, marble, etc.) are expected and not considered defects. Color variations due to display differences are also not considered defects.

LOOMLAN Customer Service and Shipping Logistics teams are dedicated to getting your purchased items shipped to you as safely and efficiently as possible. Please make sure to read this shipping policy carefully to learn more about how and when your order will ship.

Front Door - Parcel Shipment

• Your shipment will be delivered to the front door of your house.
• You will not be required to sign the delivery document at the time of delivery.
• If you live in a multi-unit apartment building, the driver will deliver to your front door whenever possible. If your building restricts access to non-residents, the driver will deliver to the closest point to your home where possible.

Curbside - Freight Shipment

• This is a signature-required curbside delivery by freight truck.
• The driver and the delivery team will call 48 in advance to schedule a date and time for your delivery.
• You must be present at the scheduled time as you must sign for the delivery.
• The curbside delivery team usually consists of 1 driver; therefore, your requests to bring inside will not be accommodated.
• The driver will leave the shipment on a pallet (if your item shipped on one) on your driveway and/or curb of the location indicated at the time of purchase.
• The driver will not unbox/open the shipment during curbside delivery.

Ground Floor/Indoor Delivery - Freight Shipment Only

• The delivery team will bring your item inside your home /ground-level floor (no stairs).
• The delivery team will not unbox the item.
• The delivery team will not disassemble, move or modify existing furniture in your home.
• Before buying products from us, you are responsible for measuring your space (doorways, elevators, stairways, etc.) to ensure they will fit into your home. If a product does not fit, it is sent back to us, and outbound and return shipping charges, plus a restocking fee, will be deducted from your refund.
• The ground floor/indoor delivery is non-refundable.

Measuring Your Space

Product dimensions are listed on each product page. We recommend measuring your space to see if a product fits and can easily move into the intended room. Generally speaking, the door width should be greater than the box's height. Some other factors to keep in mind are:

• Obstructions behind the door
• Tight corners
• Hallways or internal doors
• Stairways (including the length)
• Elevator measurements

Scheduling Your Delivery

Once your order is ready for delivery, the carrier will be in touch to let you know when it will arrive and what to expect on delivery day.

Smaller items are often sent via courier. These deliveries are not scheduled in advance, but we will share tracking information so you know when to expect their arrival.

Delivery Day

• Ensure that the area where you plan to put your new item(s) is clear and that there is enough room for assembly (if needed)
• You will receive a notification on the day of delivery from the delivery team.
• If you live in a multi-unit apartment building restricting access to non-residents, the delivery team will deliver to the nearest point to your home that they can safely. If you live in a walk-up apartment, please let us know in advance.

*Special note on all MADE-TO-ORDER Purchases:

Estimated production times for Made-To-Order purchases vary by order. The current production time frame for made-to-order furniture is an average 4 weeks

Important:

• The shipping address cannot be changed or modified once the order has shipped
• If you refuse a package during delivery or if you provided the wrong shipping address (e.g. suite/apt number, phone number with no answer, or any other information that is missing) order will be returned to us and you will not be eligible for a refund.

Please note: a MADE-TO-ORDER item, depending on the frame finish and your choice of upholstery the production time, and therefore shipping will greatly differ for each order. We will reach out to you to confirm the timeframe for the order.

Free Curbside delivery is included with each order. You may purchase a ground/indoor delivery for an additional fee (see rates at the checkout)