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Returns Policy

 

 Cancellations

 

Orders can be cancelled within 24 hours of placing the order. Upon Merchant confirmation, you will receive a refund minus payment processing fees charged by Stripe. Any cancellations initiated after the 24 hours will be subjected to our Returns Policy. 

 

Returns 

 

LOOQAL’S RETURNS POLICY

Requests for returns are generally accepted, if made within 7 days of receiving your product. However, there are exceptions, such as the following: 

·       Products categorised as Self-care (including, but not exclusive to skincare, bath and body products, essential oils, fragrances, makeup and applicators) and swimwear, hosiery, undergarments, face masks, dining ware and kitchen ware, are not returnable due to hygiene reasons.  

·       Products sold at a discounted rate are not returnable

·       Customised items are not returnable

·       Merchant does not accept returns due to certain policies

·       Products do not meet our Returns criteria

 

Please refer to LOOQAL’s Returns Policy for detailed information

 

EXCEPTIONS TO LOOQAL’S RETURNS POLICY

Policies may vary from Merchant to Merchant. Before purchasing, review the Merchant’s Returns Policy in the Shipping & Returns section on the specific Product Page. Specific questions about a Merchant’s policies are best answered by the Merchant. You may easily post these questions in the ‘Have a Question?’ section on the specific Product Page.

 

Returns Criteria  

 

Returns where accepted, must comply with the following Returns Criteria: 

·       Items must be returned unworn, undamaged and unused, with all tags attached, in their original packaging.

·       Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.

·       Footwear when returned, cannot have scuff marks, dirt on the soles, nor damage to the shoe box.

·       If an item has a brand tag attached, it must be returned with the tag in its original position.

·       Selfcare products wrongly-delivered or damaged must be returned unopened and unused, with the seals of any packaging intact.

·       Hosiery, undergarments, swimwear and face masks wrongly-delivered or damaged must be returned with hygiene seals intact, and in their original product packaging.

Please take care when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our Returns Criteria will not be accepted.

 

Returns Checklist

  • Are you making a Returns request within 7 days of receiving the item?
  • Is the item in its original condition, unwashed, unworn, as when it first arrived?
  • Are the tags intact and attached to the item?
  • Is the item still in its original packaging?
  • Is the item packed neatly and securely, together with the invoice and ready to be returned?
  • Have you completed the online Returns request?
  • If you are returning items to multiple LOOQAL Merchants, you need to request a separate return with each Merchant in your My Account-Order-Request Return

 

The item remains in your care before it gets back to us. Please do ensure that utmost care is taken when preparing the item to be returned to us. 

 

How to Return?

 

  • Go to ‘Orders’ in your Customer Account.
  • Find the order you want to return and click ‘Request Return’’.
  • Select each item and your reason for returning.
  • The merchant will get in touch with you before proceeding with your request.
  • Upon agreement with the merchant and confirmation of return, pack each item you want to return in its original packaging.
  • Please ensure that the package is securely packed to avoid any damage during transit.
  • Return products in their original packaging and boxes that they came in. If you are unable to do that, please find a suitable box so that items are returned in perfect condition. Items must be returned undamaged and unused, with all tags attached, including original packaging and branded boxes.
  • Shipment of package back to the merchant is self-arranged by the Customer, using a traceable mailing option, to the address provided by the merchant.


Returning to multiple Merchants/ Stores 

 

Please pack the items separately for each Merchant, and ship them as separate shipments to the respective Merchants. 

 

Refunds 

 

Once your return has been received and accepted to be in good condition by our Merchant, your refund will be made via the original payment method, excluding payment processing fees, delivery costs, and taxes and duties paid by Merchant.   

Important note:

·       LOOQAL reserves the rights to withhold any refunds if your original item(s) have not reached the Merchant. 

·       Ensure that refund details you provide are correct and complete.

·       The refund value will be apportioned according to the amount paid via your original payment method.

·       Voucher codes cannot be re-issued and are non-refundable. If you return an item which was purchased using a voucher code, only the final paid price (after discount) will be refunded. 

 

Will shipping & duties be refunded on Returns?

 

With the exception of faulty, defective or wrongly-delivered products, the original delivery cost of shipping the product to you will be deducted from your Refund amount. If you have shipped an order to a DDP (Delivered Duties Paid) destination, taxes and duties paid by the shipper will be deducted from your Refund amount. If you have shipped an order to a DDU (Delivered Duties Unpaid) destination, taxes and duties are not refundable through the Merchant nor LOOQAL. 

 

Faulty Items

 

It is our aim that every item arrives in great condition and we hope you’re always thrilled with your purchase. If you receive an item in a flawed or damaged condition, or if it doesn’t match the description on site, please contact the Merchant immediately for remedial action. 

 

Handcrafted Products and Products crafted from Natural Materials 

 

Do note that due to the nature of handcrafted products and products made using raw materials in their original and natural form, you may expect that no two products are identical, with special touches of Nature. This means that the product you will receive is unique, and can be expected to have slightly different aesthetics from the representative images of the product on the website. Contact the Merchant before purchasing for clarifications if in doubt. 

 

Customised Items 

Due to the fact that they have been specially created for you, we are not able to accept returns for customised products on a change of heart basis.

 

 

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