Returns & cancellations
Our personalized products are made for your order. Please check the product specifications, spelling, dates, images and delivery address carefully before ordering.
Changes before production
After you order, we will email your proposed production schedule and estimated dispatch date. You have 24 hours from that email to ask for changes or cancellation. We may begin production after that review period if you have not raised an objection. If you contact us during the review period, we will resolve your request before starting production. Please check your inbox and spam folder.
Contact hello@loomoro.com with your order number and the change you need. If you cancel during the review period, before production starts, we will refund the canceled order. Changes that affect the specification or price need to be agreed before production resumes.
Personalized items
Once production starts, personalized or genuinely made-to-specification items cannot normally be canceled, returned or exchanged simply because you change your mind. This does not exclude a remedy for a fault, damage, an incorrect item or an error made by us. A standard, non-personalized item does not automatically lose any applicable return right merely because it was made after you ordered it; contact us to discuss the return rules that apply to your item and destination.
If something is wrong
If your order arrives damaged, is misprinted compared with the agreed design, has missing items or is not what you ordered, please email us as soon as you notice. Include your order number, a description and, where possible, clear photos of the item, packaging and shipping label. Photos help us investigate; contact us if you cannot provide them. Keep the packaging while we review the issue.
We will review the issue with you and provide an appropriate remedy, which may include a corrected replacement or a refund. Where we are responsible for a fault or shipping error, we will cover the reasonable return or replacement shipping required to resolve it. We do not charge a restocking fee for our errors.
Artwork & color
We print the agreed artwork, including the spelling and dates you provide. Please tell us about an error during the review period. A screen preview is not a physical color proof: screens, materials and printing processes can produce small differences. This does not excuse a material mismatch with the agreed specification or a printing defect.
Before sending a return
Contact us first so we can provide the correct return instructions and address. The business contact address is not an automatic return authorization. Do not send a parcel to the address printed on the shipping label without checking with us. If we approve a refund, we will confirm the amount and return it through the original payment method; processing time then depends on the payment provider.
Nothing in this policy limits rights or remedies you have under applicable consumer law, including rights relating to faulty, damaged or incorrectly supplied goods.