Returns & Refunds

1. Return window

Subject to mandatory consumer rights in your location, you may request a return of an eligible item within 14 days after it is delivered. Email us before sending anything back so we can confirm eligibility and provide the correct return instructions and address.

Because orders are fulfilled internationally from China and we do not yet operate local return centres, never return a product to the sender address on the parcel unless our customer-care team specifically confirms it.

2. Eligible condition

Returned items must be unworn, unused, unwashed, unaltered and free from perfume, cosmetics, marks, pulls or other damage. Original tags, protective materials, presentation box, story cards and included accessories must be returned with the product.

Please handle silk carefully while deciding whether to keep it. Where permitted by law, a refund may be reduced if handling beyond what is reasonably needed to inspect the item has diminished its value.

Items that cannot normally be returned

• Personalised, monogrammed, bespoke or made-to-order products.
• Items clearly marked final sale before purchase.
• Products returned incomplete, worn, washed, altered or damaged after delivery.
• Hygiene-sensitive accessories where an exclusion was clearly disclosed and legally permitted.

These exclusions do not apply where an item is faulty, not as described, or where applicable law gives you a non-excludable remedy.

3. How to request a return

1. Email us. Contact info@lantingloom.com within the return window, quoting your order number and the item you wish to return.
2. Wait for instructions. We will confirm the correct return address and any reference that must be included. Unauthorised parcels may be delayed or rejected.
3. Pack with care. Reuse the protective presentation where possible and place it inside suitable outer packaging.
4. Use tracked shipping. Retain the receipt and tracking number until the return and refund are complete.

4. Return shipping and international charges

For a change-of-mind return, the customer is normally responsible for the cost and risk of tracked return shipping unless applicable law requires otherwise. Complimentary outbound shipping does not mean that return postage is free.

Original delivery charges are handled according to mandatory consumer law. Any customs declaration for the return should accurately identify it as returned merchandise. Lanting Loom is not responsible for duties or fees caused by an incorrect declaration, though we will provide reasonable supporting order information on request.

5. Faulty, damaged or incorrect items

If an item arrives faulty, damaged or different from what you ordered, email us promptly with the order number and clear photographs of the item, labels and outer packaging. For visible transit damage, contact us within 48 hours where possible and retain all packaging.

Once assessed, we will provide an appropriate remedy—such as replacement, repair, price adjustment or refund—and arrange or reimburse reasonable return costs where required. Please do not discard or return the item before receiving instructions.

6. Inspection, refunds and exchanges

Inspection

We will notify you after the return is received and inspected. International return transit is separate from our refund-processing time.

Refund timing

Approved refunds are issued to the original payment method, normally within 5–10 business days after inspection. Your bank, card issuer or payment provider may need additional time to display the credit.

Exchanges

Because stock and international delivery availability can change, direct exchanges cannot be guaranteed. The simplest option may be to return the eligible item and place a separate order for the preferred product.

Promotions and gifts

If a return causes an order to fall below a promotion threshold, the refund may be adjusted as the promotion terms allow. Any complimentary item linked to the returned purchase must also be returned unused, unless we confirm otherwise.