Delivery & Returns

DELIVERY COSTS

Delivery costs are based on volume & weight which is calculated at the checkout.

An estimate of costs for orders under 10 items: -

UK	£15
USA & Canada	£20 - £120
Europe	£20 - £120
UAE	£35 - £135
ANZ	Contact for quote
Asia	Contact for quote

For orders over 10 items we will send a shipping quote.

PROCESSING

These are our timescales to prepare your order ready for shipping.

< 10 items	3-5 working days
> 10 items	We will advise based on the order
Bespoke requests	We will advise based on the order

If you need your order for a specific date, please let us know and we'll do our best to meet your deadline.

DELIVERY

Orders are sent by Tracked Couriers. Express courier services can be arranged.

UK	1-2 working days
USA & Canada	3-5 working days
Europe	3-5 working days
Rest of World	7-10 working days

IMPORT DUTY & TAX

Please note that orders delivered to countries within the EU and anywhere outside of the UK will be subject to custom import taxes & duties. All imported commercial goods are subject to customs duties and taxes based on their HS Code tariff classification. The importer / customer is responsible for paying the duty & tax. Loomlight are not responsible for these costs. We use DHL or Fedex for worldwide deliveries and they ask for payment of this tax before they can deliver your order. For further information about import duty & tax to your country please check their website. Unfortunately we are unable to calculate the import tax on your behalf.

RETURNS

If you wish to return a product, please notify us at hello@loomlightdesign.com quoting your order reference.

Please notify us within 14 days from receipt of your order for a full refund minus the delivery cost. We shall process the refund once we have received the order back and checked the condition for resale.

If you notify us that you wish to return your order between 15-30 days after receipt of your order, we will offer you a credit note to the value of the order minus the delivery cost once we have received the order back and checked the condition for resale.

Please inspect your order upon receipt and contact us immediately if the item is defective or damaged so that we can resolve the matter.

If possible please use the same packaging to return your goods. We strongly advise that you use a professional tracked and insured courier service to return your goods, because we cannot accept responsibility for any loss or damage of your items on their return to us.

RETURN / CANCELLATION POLICY

If you would like to return the items because you have changed your mind the return is subject to the following conditions:

1. The goods are returned in the same condition as they were sent.

We receive email notification of your intention to return the goods within 14 days of their arrival, and the goods are returned within 30 days of receipt of purchase. If you wish to cancel your order before delivery, please contact us either by email or phone.
The items returned must be well packed. Return postage is at the buyer’s cost. Any loss or breakages will be your responsibility and will result in the refund being void. So please obtain the appropriate insurance with your chosen courier when returning the item(s).
Any products modified at the request of the buyer cannot unfortunately be refunded.
The items have not been installed or modified in any way.

Subject to the above conditions, refunds are processed by the method of original means of payment unless requested otherwise. When we receive a return, we usually refund your order within 7 days and guarantee to refund it within 14 days.

Faulty Goods
If you receive a faulty product do not try to fix the product as this may void any warranties. Please email us with photographic evidence of the damaged item within 14 days of receipt and we will either:

problem solve via phone or email.
exchange the item as soon as possible
refund you the price of the goods in full (including any delivery charges) and arrange collection and return.

If it is impractical to offer a replacement product for any item that is damaged or faulty, we reserve the right to offer a repair.