ORDERS AND DELIVERY

HOW TO ORDER AND PAY 

When you find an item you wish to purchase, simply select your size (there is a size guide for every item on the product page), shade and the quantity, then click ‘Add to bag’. You can continue shopping and add more items to your bag, or you can proceed to checkout. Click ‘View Cart’ before you ‘Proceed to Checkout’ to ensure your items and their quantities are correct. 

Our checkout process is quick and straightforward. No matter how many items you have in your shopping bag or how many Merchant shops they are sourced from, you only need to check out once. Proceed to payment and select your payment method. We accept all major credit and debit cards.

Products from each merchant shop will be shipped separately and shipping fees will apply accordingly. Once you have placed your order you will receive an e-mail acknowledgement. Your order will be shipped directly from the Merchant to you. 

We ship worldwide via a network of third-party shipping solution providers and their network of carriers.

HOW TO TRACK YOUR LOOQAL ORDER

You can check the shipping status of your order in your account dashboard.

To track your purchase:

1. You will receive emails from the Shipping company & LOOQAL once your order is shipped by the merchant.
2. The emails will have a tracking number and URL where you can track your order status.

HOW TO CANCEL AN ORDER

To cancel a purchase on LOOQAL: 

1. Sign in to looqal.com
2. Click ‘Hi [your name]’
3. Click ‘Orders’
4. Find the order you want to cancel.
5. Click ’Support’ and select ‘Other’.
6. After filling out the form, click ‘Submit’

Submitting a cancellation request doesn’t automatically cancel your order. Accepting your request is up to the individual Merchant. 

All items on looqal.com are sold by independent Merchants. Each Merchant has their own set of returns and exchange policies that you can find in ‘Shipping & Returns’ on the relevant product page. 

HOW TO CONTACT A MERCHANT 

To contact a shop about an order on looqal.com:

1. Sign in to looqal.com, click on ‘Hi [your name]’ to go to your dashboard
2. Go to ‘Orders’
3. Click on ‘Support’ and fill in your queries
4. After filling out the form, click ‘Submit’

HOW TO REPORT ISSUES WITH AN ORDER

If you have trouble with your order, for example your purchase wasn’t received or isn’t as described, and you have not received a satisfactory response from your Merchant, file an official complaint with us at HERE and we’ll handle it. 

HOW TO CONTACT A SHOP BEFORE BUYING

To ask a question about an item on looqal.com: 

1. First you need to register an account or sign in if you already have one.
2. Upon signing in, you will be able to see “Ask a Question” on any product page.
3. Type your question into the text box.
4. Click ‘Send’. The Merchant will be notified of the new inquiry and will respond.
5. You will receive an email notification when the merchant replies.  You may go to your dashboard under Inquiry to view the reply.

Merchants can help you with:

• Additional product details such as size, fit, colour, fabric, material
• When or if a product/ size will be restocked

Common queries such as: 

• Exchange, Returns and Refunds policies can be found in Shipping & Returns on each relevant Product Page
• Shipping tracking can be found in My Account

WHO ARE MERCHANTS?

Each shop on LOOQAL is independent. Shop owners (or Merchants) are independent businesses who create or curate their own inventory and manage their own orders. If you have questions about an item you’re interested in or a recent purchase, the Merchant is the best person to ask.

SHIPPING COSTS

Please keep in mind that shipping costs will vary based on the following, calculated during checkout:

• Type of delivery service selected
• Origin and destination of your chosen merchandise
• Weight of merchandise

Shipping fees are calculated at package level. Items from the same Merchant/ Store in one order will be grouped together. 

Some Merchants may offer Free Delivery with a minimum order value. 

Minimum Order Value: 

• Is only applicable after discounts and vouchers have been applied
• Is applicable per individual Merchant/ Store 

SHIPPING TIMES

Estimated delivery times will be shown on the shipping notification email.

Please keep in mind that our shipping times should be used as a guide only and are based on time from dispatch. LOOQAL cannot take responsibility for customs clearance delays or failed payment approval, though we will try to minimise any potential delays.

DUTIES & TAXES

Duties and taxes would vary depending on the delivery location.

If you are ordering from within your own customs zone or country, import duties will not be applicable however you may need to pay VAT or local sales taxes.

Amount included within the shipping charges: DDP – Delivered Duty Paid

Sender of the package pays for taxes and duties. Taxes and duties charge will be included in the Total Charge. If Customs determine that the actual value of the goods in the package is higher than declared, the taxes and duties charge will increase.

Amount to be paid by receiver: DDU – Delivered Duty Unpaid

Receiver will have to pay the  indicated amount for taxes and duties. In addition, a courier- specific handling fee may apply. 

Unless otherwise stated import duties are not included and you may have to pay them upon receipt of the products

ORDER TRACKING

After placing an order, you will receive an email from us containing all the details of your purchase. We may also be in touch if we need further information to verify your payment. Once your order is approved, the relevant LOOQAL Merchant partner will aim to dispatch it within 2-3 business days except for pre-orders.

Delivery times may vary depending on your location. We’ll be sure to keep you updated with tracking information and an estimated arrival date. You can also follow the delivery progress under ‘Orders’ in your LOOQAL account.

If you order from multiple LOOQAL Merchants, please keep in mind that your items will arrive separately. While we aim to always deliver within the specified times, we aren’t responsible for delays due to customs clearance or failed payment approval.

CANCELLATIONS

As your purchase will be prepared quickly for dispatch, please contact your Merchant as soon as possible to cancel or make any changes to an order. We’re unable to cancel an order after 24 hours of ordering the product. 

Further information on cancelling and returning an order can be found in our Returns & Refunds Policy. 

CUSTOMISED ITEMS

We hope you’re excited to order your customised item! Due to the nature of this order, manufacturing lead times may vary as it is created specifically for you. Please consult the relevant product page for more information on manufacturing times.

Although customised items have a longer lead time, full payment will be taken at Checkout.’