FAQ

Can't find what you're looking for? Contact us and we'll get back to you within 48 hours, Monday to Friday.

Orders

How do I place an order?

Choose your item and any options, such as size or color, then select Add to cart. When you're ready, open your cart, select Check out, enter your details and complete your payment.

Can I change or cancel my order?

You can cancel for free within 24 hours of ordering, or any time before your order ships. Email us with your order number as soon as possible. If you need to change something, the easiest way is to cancel and place a new order before it ships. Once your order has shipped, please follow our returns process. Refund Policy

What payment methods do you accept?

You'll see all available payment options at checkout. Payments are processed securely through Shopify's checkout.

Will I get an order confirmation?

Yes. We'll email you a confirmation when you place your order, and another email with your tracking link when it ships. If you can't find it, check your spam folder or contact us.

Shipping & delivery

Where do you ship?

We ship to all 50 US states. We don't ship outside the United States. Shipping Policy

Where do orders ship from?

Most of our items ship from our supplier partners' warehouses in China, and a few ship from supplier warehouses within the US. Our delivery times cover both. Shipping Policy

How much is shipping? Do you offer free shipping?

Standard shipping is $8, and it's free on orders over $100. Rates are the same everywhere we ship. Shipping Policy

How long will my order take?

We process orders in 1–3 business days. Once your order ships, delivery takes 7–20 business days. Shipping Policy

Do you offer express shipping?

No. We only offer standard shipping at the moment. Shipping Policy

How do I track my order?

Every order is tracked. We'll email you a tracking link when your order ships. Shipping Policy

Why did my order arrive in separate parcels?

Items in the same order can ship from different supplier warehouses, so orders with more than one item may arrive in separate parcels on different days. Shipping Policy

My tracking hasn't updated. What should I do?

Tracking can take a few days to update after your order ships. If it still hasn't updated after a few days, email us with your order number and we'll look into it. Shipping Policy

My order hasn't arrived. What happens now?

If your order hasn't arrived within 30 days of shipping, contact us and we'll send a replacement or give you a full refund. Shipping Policy

What if I entered the wrong address?

Contact us right away. If your order hasn't shipped yet, we can cancel it so you can reorder with the right address. We can't be responsible for parcels sent to an incorrect address provided at checkout. Shipping Policy

Returns & refunds

What's your return policy?

You can return items within 30 days of delivery. They must be unused, in their original packaging, with proof of purchase. For a change of mind, contact us first — we'll give you the return address, which may be overseas, and you pay the return shipping costs. Returns sent without contacting us can't be accepted. Refund Policy

My item arrived damaged or faulty. What do I do?

Email us photos within 7 days of delivery. We'll send a free replacement or give you a full refund, and you don't need to send the item back. Refund Policy

I received the wrong item.

Sorry about that. Email us photos within 7 days of delivery and we'll send a free replacement or give you a full refund. You don't need to send the item back. Refund Policy

Can I return furniture?

Oversized furniture (sofas, armchairs and tables) can't be returned for a change of mind. If it arrives damaged, faulty or wrong, email us photos within 7 days of delivery for a free replacement or full refund. Refund Policy

What can't be returned?

Opened incense and other consumables, and oversized furniture for a change of mind. Refund Policy

How long do refunds take?

We process refunds within 5 business days of approval, or of receiving your return. The money goes back to your original payment method. Original shipping costs aren't refunded unless the item was damaged, faulty or wrong. Refund Policy

Do you offer exchanges?

We don't offer exchanges. Please return the item and place a new order. Refund Policy

Products

Do lamps come with bulbs?

Bulbs aren't included unless the product page says otherwise. Lamps with integrated LEDs, USB power or rechargeable batteries don't use bulbs.

What plug do the lamps use?

If a lamp has a Plug Type option, choose US. It's selected by default.

How do I care for my rug?

Nordic washable rugs are polyester with a non-slip backing. Machine wash in cool water (below 104°F / 40°C) with a mild detergent, then air dry.

Tie-dye shaggy rugs: vacuum regularly, spot clean with a damp cloth and let the rug air dry fully.

Why does my shaggy rug look flat?

Shaggy rugs ship vacuum-packed. Give yours 24–48 hours to fluff up after unpacking.

How do I wash throws and cushion covers?

Check the care label first. We recommend a cold, gentle wash and air drying. Our knit throw is 100% acrylic, and our gauze throw is 4-layer 100% cotton.

Do cushion covers include inserts?

No. Our cushion covers are covers only, and the insert isn't included.

Does furniture need assembly?

Most pieces need light assembly. Instructions are included, and most pieces come with the tools you need.

Will the color match the photos?

We show our products as accurately as we can, but colors may vary slightly due to screen settings and lighting.

How do I choose a rug size?

Our sizes are listed in centimeters. See our Size Guide for feet and inch conversions and tips on choosing the right size.

Contact

How can I contact you, and when will you reply?

Email us at loomeisupport@gmail.com or use our contact form. We reply within 48 hours, Monday to Friday. For order questions, please include your order number.