You have 30 days from the day you received your complete order to return your item(s). The items must have their original labels and footwear must be in their boxes and they must be in a resellable condition.
Returns forms and Royal Mail returns labels are provided with every order but if you have lost these please contact us here and we can provide you with another copy for you to print off.
If you use the provided returns form, £3.00 will be deducted from your overall refund. If you choose to return your item(s) yourself using another courier you will be refunded the full amount. You can also return item(s) in-store for store location
If you find you have received faulty goods, please contact us at loofes.com/contact immediately and we will advise you on how to proceed. We take any faulty items seriously and will endeavour to resolve the problem as quickly as possible.
To ensure we can help you as soon as possible, we advise including your order number in your email so that we can proceed without delay.
In the case of faulty footwear, tracksuits, gloves etc, you must make sure that all items included in the order are returned.
If the item(s) are not deemed to be faulty, they may be treated as unwanted and therefore, charges may be applicable.
Once a faulty item has been processed, we will then proceed either to replace or refund your order, depending on how you instruct us to proceed.
Please be aware that mistakes can happen. If you have received an incorrect item, please contact us via:
We will resolve the issue either by fully refunding the item(s) or by correcting the order.
Please note: We require photographic proof for the incorrect item(s).
Before sending anything back to us, you must complete a Returns/Exchanges form. We will send the form to you after you have contacted us to request a return.
Full instructions as well as the address to send your item(s) to are provided on the Returns/Exchanges form for your convenience.
Anything sent back without a Returns/Exchanges form will be subject to severe delays.
We strongly recommend that you obtain a proof of postage receipt.
We cannot be held responsible for any loss or damage during transit.
All returned items are subject to checks when they are received by us to ensure that they are in their original condition. We also check that items come back to us in their original packaging or boxes and that they include all swing tags, accessories & documentation.
Once the refund process has been initiated, you will receive an email and/or telephone confirmation letting you know that it has been processed.
Exchanges can only be provided if an item is sent back in its original packaging, in an unworn condition and still including any and all additional packaging including swing tags, promotional items & documentation.
Underwear cannot be exchanged or returned for a refund. If we receive any items of underwear, it will be sent back to you.
We will only allow exchanges to be made if the item is returned to us within 30 days of you receiving your order.
Return postage costs are at the buyer's expense. We will send the exchanged item out to you via a recorded or tracked service. If any additional exchanges are required after your first exchange we will charge you postage for each occasion.
Please Note: In the case of any exchanges from outside of the UK, customers will have to pay for shipping costs to return items to us. The customer will also have to pay for the exchanged item to be shipped to their non-UK address.
Before sending any items back to us for an exchange, please read and understand this policy then contact us to obtain a Returns/Exchanges form.
We strongly recommend that you obtain a proof of postage receipt to ensure that we can look into any items that may be lost, damaged or tampered with during transit. We cannot be held responsible for any mishaps during transit.
Once we have received an item for an exchanged we aim to process it within 5 working days. For refunds, we aim to process the returned item within 2-3 working days. If we have any queries or issues, we will contact you on the telephone number you provide on your Returns/Exchanges form.
All returned items are subject to checks when they are received by us to ensure they are in their original condition as sent, in their original bags and boxes.
Returned items must also be sent back with all original swing tags, any promotional materials that were included as well as documentation and anything specific to the product supplied by the product's manufacturer.