Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You'll also need the receipt or proof of purchase.

All returns and refunds are handled by email — we don't currently offer an automatic online returns portal. To start a return, contact us at support@loomella.co.uk with your order number and the reason for your return. We'll reply to confirm your return is approved and send you the return address and instructions.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@loomella.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 5–10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at support@loomella.co.uk.

Your statutory rights
This policy is in addition to, and does not affect, your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Under these regulations, UK customers generally have the right to cancel an order within 14 days of receiving it, without giving a reason, and a further 14 days to return the goods once cancellation has been requested.