We understand that shopping for your changing body online can be a bit tricky, which is why at The Loom & Lore, we want you to be completely happy with your purchase.
Our Policy
If you’re not entirely satisfied with your order, we’re happy to offer a size exchange (for the same style) or a store credit.
Key Conditions for Returns
- Timeframe: Returns must be sent back within 14 days of receiving your order.
- Condition: Item(s) must be in their original, unused, and unwashed condition, with all tags and packaging intact. Please ensure they are free from pet hair, milk stains, makeup, or any other marks.
- Hygiene Exclusions: For hygiene reasons, we do not accept returns on seamless support styles, underwear, or hosiery.
- Sale Exclusions: Items purchased from our ‘For Little Feet’s’ and ‘Last Chance’ ranges are final sale and cannot be returned. Please choose carefully from these sections.
How to Return Your Item(s)
- Use Tracked Courier: Please use tracked courier packaging when returning items to ensure they reach us safely.
- Include Your Receipt/Packing Slip: Make sure to include the original receipt or packing slip that came with your package.
- Add a Note: On your packing slip, simply add a note indicating whether you’d like a size exchange (same style only) or a store credit.
- If the original purchase was made with a sale discount code or at a sale discount price, a store credit will be issued.
- If a replacement item is not available in the size you need, a store credit will be issued.
- If your return is sent back without a note on the packing slip, a store credit will be automatically issued.
- Send to: The Loom & Lore 1/49 Gray Avenue, Māngere East 2024, Auckland, NEW ZEALAND
Store Credits
Our store credits have no expiry date, giving you plenty of time to find something you love.
Processing Time
All returns will be processed within 10 working days of us receiving them, excluding the original delivery fee.
Return Shipping Costs
Please note that customers are responsible for the cost of returning items to The Loom & Lore. We do not cover the delivery fee for returns.
Faulty Garments
We do our best to ensure all customers receive top-quality goods. However, if you believe a garment is faulty or significantly different from its description on our website, please contact us immediately.
- We’ll require the garment to be returned for examination, and we may ask for images.
- We might need to send the item to our manufacturer to determine if it’s a factory fault.
- If the garment is identified as faulty, we’ll provide a new garment (subject to stock availability). If the item is out of stock, a store credit will be issued.
Incorrect Product Received
It shouldn’t happen, but if we’ve sent you the wrong product, please email us within 10 days of receiving your order, and we’ll happily arrange for the correct item to be sent to you.
Sold Out Items
Occasionally, a size or style might sell out unexpectedly. If this happens with your order, we’ll notify you promptly and offer a replacement with a similar colour or style, or provide a store credit.