Shipping policy
7. SHIPPING POLICY
7.1 Each product delivered remains LOOR’s property until LOOR has received payment in full.
7.2 The delivery is effected regularly by shipment and to the address indicated by the customer. Delivery is effected to countries within the European Union only. During the processing of the transaction, the delivery address indicated by the customer in the order processing is applicable. However, if the customer selected PayPal as payment method, the delivery address registered with PayPal at the time of payment via PayPal is applicable.
7.3 After receiving an order confirmation, the made-to-order production will begin. The delivery takes place after completion of in-house production, which may take up to 14 work days. The shipment period after production is 3-5 days within Germany and 7-10 days to other EU countries if standard delivery is selected.
7.4 In case the forwarding agent returns the items sent to LOOR because it was unable to deliver the items to the customer, the customer shall bear the costs for the unsuccessful delivery. This shall not apply in case the customer exercises its right of cancellation by refusing to accept the items, in case the customer is not responsible for the circumstances which led to the unsuccessful delivery or in case he was temporarily prevented from accepting the delivery, unless LOOR informed him of the delivery time in advance and in due time.
7.5 In case the items ordered are temporarily not available, LOOR shall inform the customer of the expected new delivery period. In case such new delivery period is unreasonable for the customer, the customer is entitled to withdraw from the agreement. In case of permanent unavailability LOOR shall be obliged to inform the customer accordingly without delay. In this case both parties are entitled to withdraw from the agreement. LOOR shall be obliged in this case to reimburse the payments made without delay.
8. RETURN POLICY
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. LOOR does not cover the costs for return of the items. The customer will receive a pre-filled return label by LOOR. The shipping costs will be deduced from the refund.
To start a return, you can contact us at info@loorofficial.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
8.1 Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Used items or items with signs of usage are excluded from the return guarantee.
8.2 Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
8.3 Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
8.4 European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
8.5 Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@loorofficial.com.