✧ Return and Refund Policy ✧

At The Loomy, customer satisfaction is very important to us. Please review our return and refund policy carefully before placing your order.

Our policy is valid for 35 days from the delivery date. After this period, we are unable to offer a return or refund.

✧ Return Policy ✧

All of our products are made to order based on each customer’s selected size, color, and personalization details. Due to the high level of customization, we do not accept returns or exchanges unless the issue is caused by our error.

We do accept returns or replacements if:

  • The item received is incorrect due to our mistake

  • The item is damaged or defective upon arrival

In such cases, customers will be asked to provide clear photos for verification. Once confirmed, a replacement will be arranged as soon as possible.

✧ Refund Requests ✧

We accept refund requests in the following situations:

  • Lost orders or missing items caused by our fulfillment or shipping error

  • We failed to process a cancellation or exchange request submitted within 24 hours of order placement

  • The product received does not match the description on the product page

  • The item is damaged, faded, or missing parts upon arrival

Refund requests will not be accepted if:

  • The order is lost due to an incorrect or incomplete address provided by the customer

  • The item is undamaged and the customer simply changes their mind

  • The damage is caused by customer misuse or handling

✧ Refund Amount ✧

✧ Full Refund ✧

  • Order cancellation within 24 hours of placement

  • Cancellation before any design proof has been created

✧ Partial Refund ✧

  • Cancellation after design proofs have been sent

  • A design fee of $5 to $15 per design will be deducted, depending on design complexity

If eligible, partial refunds may include the product price and shipping fee.

✧ Refund Method ✧

Approved refunds will be issued to the original payment method, including:

  • PayPal

  • Credit or debit card

Refunds are processed in the same currency as the original payment.

✧ Required Information ✧

To process a return or refund request, please provide:

  • Your order confirmation or receipt (or reply directly to one of our order emails)

  • A brief explanation of the issue

  • Clear photos or videos if the item is defective or incorrect

Please allow up to 24 business hours (excluding weekends) for our support team to respond.
Do not return any items until your request has been reviewed and approved.

✧ Return Shipping ✧

If a return is approved:

  • Customers are responsible for return shipping costs unless the issue was caused by us

  • If the error is ours, we will provide a prepaid return shipping label

  • The Loomy is not responsible for lost return shipments

Once the returned item is received, inspection may take up to 7 business days.

✧ Refund Processing Time ✧

After inspection, we will notify you by email regarding approval or rejection of your refund.

If approved:

  • Bank payments are refunded to the original bank account

  • PayPal payments are refunded to the PayPal balance

  • Credit card refunds may take up to 30 days, depending on the card issuer

✧ Late or Missing Refunds ✧ 

If you have not received your refund:

  1. Check your bank account again

  2. Contact your credit card company or PayPal

  3. Contact your bank for processing updates

If the issue persists, please contact us at
[email protected]