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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).
All returns must have prior approval and a return authorization number assigned.
Return freight charges must be paid for by the customer and the original freight charges are non-refundable. For items offered with free freight or discounted freight the actual outbound shipping fees will be deducted from the amount refunded.
Merchandise must not be damaged and must be returned in the same condition in which it left the warehouse. This means that the product returned must be un-assembled, in original carton, packaged in as new condition. If merchandise is not in new condition, the return will not be accepted or a restocking charge of up to 100% of the invoice will be deducted from the credit prior to issuing a refund.
Shipping and labor charges (Assembly, Delivery, Freight, Installation, Modifications, etc. plus any sales tax thereon) are NON-REFUNDABLE.
If we identify an unreasonable return pattern, we may restrict or refuse future transactions or returns from such customers at any time.
Is My Item Returnable?
Not every item on our site is eligible for a return. Below is a list of non-returnable items:
- Final sale items or gift cards
- Wired or assembled products
- Custom made to order items
- Used items or items without original packaging
- Returns from the location other than original delivery
- Altered items (repainted, refinished, cut, etc.)
- Returns without prior authorization
- International orders and orders outside of the contiguous US
If you are returning an item, please keep your item’s original packaging and contact us immediately to receive a Return Authorization Confirmation. You will have 5 days to return your item.
Note that all items shipped back without prior Return Authorization or outside the 5 days return period will not be eligible for a refund. Customer is responsible for shipping cost associated with returns.
If order is delayed in transit, does the return policy still apply? Yes. We work tirelessly to ensure that your merchandise arrives to you on time. Many factors are outside our control. Unless a guaranteed delivery service was arranged at time of order placement (typically at an additional charge), delays in transit time through no fault of LOOMLAN, LLC do NOT constitute an exception to the Return Policy.
- If your order is cancelled within 24 hours of placing the order - it is fully refundable.
- If your order is cancelled after 24 hours of placing the order – it is refundable, however a cancellation fee of 10% is applied.
- If your "pre-order" is cancelled within the timeframe given to you at the time of purchase – it is refundable, however a cancellation fee of 10% is applied.
- If your “pre-order” is cancelled after the timeframe given to you at the time of purchase – it is fully refundable.
- If your order is cancelled after it shipped - the inbound shipping fee, the outbound shipping fee and the 30% restocking fee will be applied.
- If order is returned without prior authorization - the inbound shipping fee, the outbound shipping fee and the 30% restocking fee will be applied.
If you return your item without prior authorization from us, you will not be eligible for a refund. The inbound shipping, outbound shipping and restocking fee will apply.
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 firstname.lastname@example.org 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 email@example.com 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.
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.
Our 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. If you can't find the information you're looking for, don't forget we're always here to help! Chat, call, or email us, and we'll be in touch shortly.
We are delighted to offer FREE freight shipping (Monday through Friday, between 8am and 5pm) for all orders within the contiguous United States.
Free Freight shipping is defined as a signature-required curbside delivery. Shipping carriers will NOT carry your delivery up stairs or enter your home under any circumstances.
LOOMLAN is NOT responsible for any incurred storage fees or held shipment charges should you choose to delay shipment or schedule the delivery day.
LOOMLAN is NOT responsible for any charges due to shipping arrangements made without approval from our shipping department.
Estimated Shipping Times
Estimated shipping times vary by order 3-7days . A tracking ID will be emailed to you the day your order ships out so you may easily track your order. PLEASE NOTE: These shipping estimates represent the time it takes for an item to reach your home AFTER it leaves the factory warehouse and do NOT include production time for out of stock or made to order items.
When you purchase a product from us, any shipping times we provide are ESTIMATES ONLY and actual delivery dates may vary. In addition, if you elect to use our Premium White Glove Delivery Service (see below) you will be required to make an appointment for delivery and are responsible for any storage fees or held shipment charges.
Premium White Glove Service - currently not available due to COVID 19
Some of our products are oversized, heavy, fragile or one of a kind, and you may elect to use our Premium White Glove Delivery service to ensure that your order arrives safely to your door. If you select white glove delivery at checkout (or otherwise request white glove delivery), you will be charged a $199 Premium White Glove Delivery fee for one order item or a $299 flat rate fee on orders of two items or more. When your order reaches your local delivery hub, you will be contacted to schedule a by-appointment 4-hour delivery window to receive your order. Our white glove deliveries are made Monday through Friday, 8 a.m. to 5 p.m. As part of our Premium White Glove Delivery service, we will bring the item(s) into your home, carry your item(s) up to 1 flight of stairs, and dispose of the packaging materials. Our white glove service is UNABLE to provide assembly and construction, move existing furniture, or make any modifications to your home. You may add on assembly services at an additional cost at checkout.
Please measure your space (doorways, elevators, stairways, etc.) before buying products from us to ensure that they will fit into your home.