Returns & Refunds

We want you to love what you ordered. If you change your mind, you have 15 days from the date of delivery to return your item for a full refund.

To be eligible for a return, items must be unused, unworn, and in their original packaging with all tags and accessories included. Items that show signs of use or are returned without their original packaging may not be accepted.

Returns are free for UK customers. We provide a prepaid Royal Mail return label so you won’t pay a penny to send your item back.

1. Email us at support@loomella.co.uk with your order number and the reason for your return.
2. Receive your label. We’ll send you a prepaid return label by email within 24 hours.
3. Pack securely. Place the item in its original packaging, attach the label, and drop it off at any Post Office branch.
4. Refund issued. Once we receive and inspect your return, your refund will be processed within 5 business days.

Approved refunds are issued to your original payment method (e.g. the card or PayPal account used at checkout). We do not issue refunds via alternative methods.

After we process the refund on our end, please allow 5–10 business days for your bank or card provider to reflect the credit in your account. Processing times vary by institution and are outside our control.

We currently do not offer direct exchanges. If you would like a different size, colour, or item, we recommend:

1. Returning the original item following the steps above.
2. Placing a new order for the item you want.

This ensures you get your new item as quickly as possible without waiting for the return to be processed first.

For hygiene, safety, and legal reasons, the following items cannot be returned:

• Personalised or custom-made items — products made to your specification or engraved/embroidered to order
• Perishable goods — food, flowers, or any item with a limited shelf life
• Opened hygiene products — unsealed cosmetics, skincare, underwear, or items that cannot be returned for health and hygiene reasons once opened
• Digital downloads — any digital content once the download has commenced

If you are unsure whether your item qualifies for a return before purchasing, please contact us and we’ll be happy to advise.

If your item arrives damaged, defective, or not as described, please contact us within 48 hours of delivery at support@loomella.co.uk. Include your order number and photos of the fault where possible.

Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or full refund for faulty goods. We will cover all return postage costs for items confirmed as faulty.