We believe you should love every Loom piece in your home, which is why we will make every reasonable effort to ensure your satisfaction. See below!

Incorrect Sizing/Materials    

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

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. If we can resolve the issue by adjusting the length, widening a panel, or making alterations at our factory, we’ll do so at no additional cost 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 retail remake by 50%. (Offer valid for 30 days after delivery date and must be replacing the originally purchased piece.) 

We highly recommend ordering a fabric swatch prior to placing your purchase. Sometimes, the appearance of the fabric in real life under different lighting can vary from what you see online. If you've placed a custom order and find that the fabric isn’t quite what you expected - but didn’t purchase/review swatches of that fabric in person beforehand - we’re unable to offer refunds. However, we’re happy to extend our 50% remake discount as part of our commitment to helping you love your final product. 

Help us maintain our liberal return and remake 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, or schedule a Design Consultation for help from beginning to end. 

Other Loom Decor Items:

• Non-custom hardware: Adjustable drapery hardware and drapery accessories may be returned in original packaging. Clients are responsible for return shipping. Valid for 14 days after delivery. Returns after 14 days will incur a 25% restocking fee.
• Pillows: Pillows may be returned. Clients are responsible for return shipping. Valid for 14 days after delivery. Returns after 14 days will incur a 25% restocking fee.
• Bedding: Non-custom bedding may be returned. Clients are responsible for return shipping. Valid for 14 days after delivery. Returns after 14 days will incur a 25% restocking fee.
• 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.