returns & guarantee
love loom guarantee
We believe you should love your home and every Loom piece in it. If you're not completely delighted with your purchase, you can return any unused items (yes, even custom products) within 60 days of receipt for a full Loom credit. As a thank you for being an early customer, the return shipping will even be on us!
To request a return, please complete this Return Request Form or contact a Stylist at 855-ASK-LOOM. A return label for free return shipping will then be sent to you via email. Unfortunately, if you return an item using a non-Loom return label, we cannot pay for the return shipping or be responsible for any loss or damage to the returned item.
If you do wish to arrange for your own shipping, all returns should be sent to:
2174 Carson St
Nashville, TN 37211
Once the merchandise is received, your store credit will be processed and an email confirmation will be sent to you. You will be able to see your credit in your account and apply the credit during checkout.
After 60 days, Loom can only accept returns or exchanges due to manufacturing defects not associated with typical wear and tear.
Special orders for sizes that are not configurable online are also returnable. However, occasionally we take on a special project for a furnishing not available online (say, a window seat cushion or a fabric that we sourced just for you). As these items are made to your specifications, we cannot accept returns. Don’t worry, your Stylist would confirm with you before order placement to ensure you are ready to move forward.
Custom orders may be canceled for a full refund within 24 hours of submitting the order. After this, we begin crafting your pieces, so any cancellations beyond this period would be considered a return. We can arrange at that time to stop production and issue you store credit. If you need to cancel an order, please contact a Stylist as soon as possible.