Delivery and Returns
Delivery Costs
Delivery costs are based on volume and weight, calculated at checkout. Estimated costs for orders under 10 items are:
- UK: £16 for one item, add £4 for each additional item
- Rest of World: £60 for one item, add £30 for each additional item
- ANZ: Contact for quote
- Asia: Contact for quote
Processing Times
- Orders under 10 items: 3-5 working days
- Orders over 10 items: Processing time will be advised based on the order
- Bespoke requests: Processing time will be advised based on the order
If you need your order by a specific date, please inform us, and we’ll do our best to meet your deadline.
Delivery Times
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 outside of the UK will be subject to custom import taxes and 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 these duties and taxes. Loomlight is not responsible for these costs. We use DHL or FedEx for worldwide deliveries, and they require payment of these taxes before delivering your order. For further information about import duties and taxes to your country, please check the courier’s website. Unfortunately, we are unable to calculate the import tax on your behalf.
Returns
- Within 14 days from receipt of your order: You are eligible for a full refund minus the delivery cost. We will process the refund once we have received the order back and checked its condition for resale.
- 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 its 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, as we cannot accept responsibility for any loss or damage of your items on their return to us.
Return/Cancellation Policy
- 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. Therefore, please obtain the appropriate insurance with your chosen courier when returning the item(s).
- Any products modified at the request of the buyer cannot 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 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 it, 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.
