Return Policy
CUSTOMER SERVICE
The LoO Company is committed to providing exceptional customer service and quality products. Standard dispatch timeframes are between 1-5 business days. If you have any questions or concerns about a product or your order; send through an email to hello@theloocompany.store
Once your order has been processed, you will receive an email confirmation with your tracking number (U.S.).
RETURN POLICY
We want you to be 100% satisfied with your purchase. Items in new condition (unused/unworn/unwashed) can be exchanged within 30 days of delivery. The LoO Company only excepts exchanges on all purchases (excluding apparel). Please note that original shipping charges are non-refundable. If we made a mistake or the item arrived defective, please contact us and we’ll make things right.
Apparel items are made to order, therefore have a different policy (see Apparel Return Policy Below). If an item arrives damaged and in the originally packaging, please contact us and we’ll make it right.
To exchange an item please follow the steps below:
1.) Include a copy of the packing slip or confirmation email from your order and note the new size, color or item desired. (We cannot guarantee all items will be in stock for exchanges.)
Mail your return to:
The LoO Company
Attn: Exchanges
P.O. Box 436
Bowie, Md 20718
Once your return is received, your new item(s) will be shipped out at no additional cost.
*Discount items and Final Sale items are not eligible for exchanges. If you need to exchange for a different size or color, we may try to accommodate if we can. (Apparel does not apply)
APPAREL:
Shipping Policy
Estimated shipping delivery times:
USA: 3-5 business days
Canada: 5-10 business days
World: 10-20 business days
Your order will be sent out on average within 3 days of ordering.
International shipping:
International shipments may incur customs fees. For each country the customs policy is different, and the fee is usually based on a variety of factors like weight, value, and size.
We do not take responsibility for customs fees.
Order never arrived:
If your order didn't end up arriving, be sure to let us know!
First check your shipping confirmation and check that you had entered the correct address. If the address was incorrect, though we'd be happy to send you another order to the correct address, it will have to be at your cost.
If the shipping address was correct, get in touch with us at hello@theloocompany.store noting your order number. We'll see what can be done.
Returns policy
Damaged items:
The last thing we want is for you to be stuck with a damaged item. If it arrives to you damaged, then please get in touch with us within a week's time!
Wrong size:
If you're unhappy with the size you've received, first check that the size stated on the garment matches the size stated on the sizing chart. Though rare, it's possible that the garment was mislabeled. Let us know and we'll get you sorted out.
If you'd like a different size, get in touch with us at hello@theloocompany.store and we'll let you know what your next steps are.