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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 item in new condition (please do not wash or modify the product in any way) within 14 days of receipt for a full Loom credit (yes, even for custom products).
Help us maintain our liberal return policy by ensuring your product is exactly as you’d like it before ordering. We can help you with that! Order free swatches to make sure you love your fabric, and contact a Stylist to find a measuring pro in your area, get guidance for measuring yourself, or for any other questions during the order process.
To request a return, please contact us. Clients will be responsible for the cost of return shipping and is responsible for any loss or damage to the returned item.
All returns should be sent to:
18 Pocasset Street, #13A
Fall River, MA 02721
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 14 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 we sourced just for you). As these items are made to your specifications, we cannot accept returns. Don’t worry, your Stylist will confirm with you before order placement to ensure you are ready to move forward.
Customer's Own Material (COM)
Returns of COM product will NOT be accepted. In specific cases where product has been reviewed and it is deemed that there has been a workroom error an exception may be made. Please review our COM terms & conditions.
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.