Returns & Refunds
We want you to love everything you purchase from Loom & Hide. If something isn’t quite right, we make returns as simple and hassle-free as possible. Please review our full return and refund policy below.
General Return Policy
- You may return eligible items for a refund within 30 days of purchase or delivery.
- Items must be in new, unused, and unwashed condition, with all original tags, packaging, and hygiene stickers (if applicable) intact.
- A receipt or order number must accompany all returns.
- We reserve the right to deny returns that appear worn, altered, or damaged.
- Exceptions & Non-Returnable Items
The following items are final sale and cannot be returned or exchanged:
- Items marked Final Sale or Non-Returnable on the product page.
- Custom-made or personalized products, including items made to your sizing or design specifications.
- Items received more than 30 days ago.
- Returns sent without authorization or to the wrong address.
- Orders with incorrect shipping details provided by the customer.
- Returns resulting from circumstances outside our control (e.g., customs delays, natural disasters).
- Gift cards, free gifts and promotional items
Exchanges & Store Credit
We happily accept exchanges within 30 days of delivery or purchase.
- Exchanges: If you’d like a different size or product, simply start a return and select the exchange option. Once we receive your item in its original condition, we’ll ship your replacement.
- Store Credit: Prefer flexibility? You can opt for store credit instead of a refund. Store credit will be issued as a digital gift card code to your email as soon as your return label is scanned in transit.
Refunds
- Refunds are issued to the original payment method after your return passes inspection.
- Processing may take 5–10 business days after receipt. Your bank may take up to 30 days to post the refund.
- Original shipping charges are non-refundable, unless the return is due to a Loom & Hide error.
- Return shipping is the customer’s responsibility unless the item is defective, damaged, or incorrect.
Return Shipping Costs
We do not inflate product pricing to cover return shipping.
A flat-rate return shipping fee will be deducted from refunds if you use our prepaid label:
- $6.95 for packages under 1 lb
- $14.95 for packages 1 lb or more
Customers who purchased Return Shipping & Package Protection at checkout will receive free return shipping and a full refund for eligible items.
International returns must be shipped at the buyer’s expense. Duties and taxes are non-refundable.
How to Start a Return
- Go to our [Returns Portal].
- Select your order and the item(s) you wish to return.
- Provide a reason for return and confirm.
- Print your return label (if provided) and ship the item back.
If you choose your own shipping method, please keep your tracking number. We are not responsible for lost returns without proof of delivery.
Processing Timeline
| Step | Estimated Time |
|---|---|
| Return shipment received | 2–5 business days |
| Quality inspection | 1–2 business days |
| Refund issued | 5–10 business days |
Damaged, Incorrect, or Missing Items
If you receive the wrong item or something arrives damaged, contact us right away with photos of the item and packaging.
- If your package was marked delivered but not received:
- Wait 72 hours (carriers may scan early).
- Check with neighbors/building management.
- Still missing? Contact us within 7 days of expected delivery.
Gift Receipts
Gift receipts can be created for part or all of an order. Please have the order number and shipping zip code ready to generate a receipt.
Customer Support
📧 Email: support@loomandhide.com
📱 Text: (925) 940-3250
🕘 Hours: Monday–Friday, 9 AM – 5 PM (PST)
