FREE SHIPPING ON ALL ORDERS! ** PLEASE NOTE: Due to the challenges presented by the pandemic, shipping Delays are probable**
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FREE SHIPPING ON ALL ORDERS! ** PLEASE NOTE: Due to the challenges presented by the pandemic, shipping Delays are probable**
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Returns

REFUND POLICY

We get it! People change their mind and your allowed to! Lets work this out together!


Our policy lasts 14 days.You have 14 days from the date you received your items to make a return. 

  • Item(s) must be unused, unworn & unwashed. Items must be in the same condition that you received it. All labels must still be attached and item(s) must also be in the original packaging to return the goods. 
  • We do not accept underwear and socks. If they are returned, the item(s) will be sent back to you.
  • Item(s) cannot be returned if the care label has been cut/removed. 
  • If you are returning bikini bottoms, it must be in it's original packaging, all tags still attached and the hygiene slip must still be in place.
  • All items are thoroughly inspected before any action is taken.
  • Personalized items are final sale!
  • Customer pays all return shipping/duties and fees. Any additional fees that arise from shipping such as duties will be taken off the customers refund.


Please do not send your purchase back to the manufacturer as it will most likely get lost in the shuffle.

Refunds (if applicable)

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
  • We will also notify you of the approval or rejection of your refund and the reason.
  • If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days depending on your credit card company.

Late or missing refunds (if applicable)

  • If you haven’t received a refund yet, first check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us and we find out whats the hold up.

Can I exchange my item?

  • We currently don't offer exchanges at this time. In order to make the returns process as efficient as possible, we only offer refunds. 
  • Our goal is to have your return refunded as soon as it has been received back, allowing you to reorder as quickly as possible. This will usually be within 7-10 business days of us receiving the item.
  • If you need a different size, style or colour of an item, you will need to place a new order.

Shipping

  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. You will be responsible for any import/duties or fees that incur and they will be taken off your refund amount.
  • We are not responsible for any returned items that may get lost in the mail on its way back to us. Getting a tracking number is highly recommended.
 

    Faulty/Defective Items

    In the event you have received a defective item, please contact us immediately with the following information:  

    • Your order number (found on the original order confirmation)
    • Which item is damaged
    • A description
    • Photographic evidence

    Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time.

    If your parcel has been damaged upon delivery, please take photographic evidence and send it straight to customer support! sales@thelootshop.com

    All claims for parcels arriving damaged must be made within 5 days of the delivery date.

    Unless proof of damage has been verified by a member of the support team, we cannot action a refund or credit.

    Once we've received the above information, we will work quickly and efficiently to ensure the problem is fixed as soon as possible. 

    I want to change my order

    We’re unable to make any changes to your order once you’ve hit the ‘place order’ button, this includes the following:

    • Changing the item or size
    • Delivery/billing address
    • Adding items to your order
    • Shipping method

    There is a 15-minute window where you can cancel your order. Please let us know asap.

    After 15-minutes, it is too late to cancel the order and you’ll need to follow our returns process.

    *If you input the incorrect address at checkout, we can not be held accountable if the order goes missing. We are not liable to refund/replace this order.*

     

    You have sent me the wrong item

    In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:  

    • Your order number
    • The name of the item you did not receive
    • The name of the item you received in it's place
    • A clear photograph of the item you have received

    Once we've received the above info, our Customer Support team will get this sorted for you ASAP! 

    All claims for orders arriving without the correct/missing items must be made within 5 days of the delivery date.


    If you are shipping an item(s) over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.