We believe you should love your home and every Loom piece in it which is why we will make every reasonable effort to ensure your satisfaction.
Just how seriously do we take your satisfaction...

Incorrect Sizing and/or Materials    

If we make your order to the incorrect size, use the wrong fabric, or simply make a mistake based upon your specified order instructions then we will fix it at our expense. That may involve us taking the piece back to our factory and reworking it until it is corrected. In some instances we may opt to completely remake the piece and re-ship it. Whatever it is, we will get it right just as you ordered it (as specified on your sales order receipt). 

If we make the piece to your specification but you measured or ordered incorrectly let us know and we will work with you to try and change the piece so it can work for you in your space. Where we can find a solution which involves us elongating a length, widening a panel or altering the piece at our factory we will do so at no added charge to you (but for shipping). We usually can be creative in finding a solution. If there is no easy solution and we agree the piece needs to be remade then we will discount the on-site retail remake by 50%. (Offer valid for 30 days after delivery date and must be replacing the originally purchased piece.) We want you to love Loom and not only share your satisfaction with our quality crafted products but also share your positive experience with our friendly Stylist Satisfaction Team!

Help us maintain our liberal return policy by ensuring your product is exactly as you’d like it before ordering. We can help you with that! Order swatches to make sure you love your fabric, and contact a Stylist to find a measuring pro in your area, get guidance for measuring yourself, or for any other questions during the order process.

Other Loom Decor Items:

• Select window hardware: Adjustable drapery hardware and drapery accessories may be returned in original packaging. Clients are responsible for return shipping and a 25% restocking fee. Valid for 14 days after delivery.
• Pillows: Pillows may be returned. Clients are responsible for return shipping and a 25% restocking fee. Valid for 14 days after delivery. Excludes "Create Your Own" products.
• Bedding: Non-custom bedding may be returned. Clients are responsible for return shipping and a 25% restocking fee. Valid for 14 days after delivery. Excludes "Create Your Own" products.
• Fabric by the yard: Not eligible to be returned.
• Fabric swatches: Not eligible to be returned.
• Custom Bedding:  Not eligible to be returned.
• Custom Bench Cushions:  Not eligible to be returned.
• Custom Shades: Not eligible to be returned.
• Custom Drapery: Not eligible to be returned.

Order Correction Process

To request an order be corrected, please contact us. Unless we find the error is our mistake, clients will be responsible for the cost of return shipping and is responsible for any loss or damage to the returned item.

All corrections should be sent to: Loom Decor, 1 Ace Street, Fall River, MA 02720

Customer's Own Material (COM)

Returns of COM product will NOT be accepted. In specific cases where product has been reviewed and it is deemed that there has been a workroom error an exception may be made.

Cancellations

Orders may be canceled for a full refund within 24 hours of submitting the order. After this, we begin crafting your pieces, so any cancellations beyond this period may not be possible. If you request a cancellation beyond the 24 hour period, a 10% cancellation fee will be applied. If you need to cancel an order, please contact us at hello@loomdecor.com as soon as possible.

Installation

We understand that some customers may opt to hire professional installers to hang their window treatments. Prior to hiring an installer, please confirm that you have received all necessary materials to begin the installation process. Loom Decor does not provide installation services and will not reimburse installation costs under any circumstances. Please check out our installation guides for DIY instructions. 

Policies

Please handle your custom Loom Decor items with care. Loom Decor does not cover normal wear and tear, mishandling (such as but not limited to, tangled or broken cords), stains, water or sun damage. In case of damages beyond repair, Loom Decor would be happy to offer a remake at 50% off the retail price. If there is a manufacturing defect, please contact us at hello@loomdecor.com with proof of the malfunction as soon as possible so we can assess the situation and see how we can proceed.