Order Issues

Where's my order?

Once payment for your order is received, we’ll send an order confirmation to the email address associated with your LoomTick account. Once your order ships, you’ll receive a shipment notification email with your tracking number.

You can view your order status 24 hours a day from your account dashboard:

Click My Account > Orders. All of your orders to date will be displayed.

Review the Status field to see if your order has shipped – if it has, you will find your tracking number link right there.

If your estimated delivery window has passed and your package hasn’t arrived, please contact us right away and we’ll do our very best to make it right.

Can I change or cancel my order?

For most products, yes – up until the moment we start processing your order.

What you can do yourself in your account:

Go to My Account > Orders. If your order hasn’t been processed yet, you will see options to Cancel Order or Change Shipping Address.

* Please Note: If the cancel/edit buttons are no longer visible, it means your order is already being processed and can no longer be changed or stopped. If an item is successfully canceled before processing, a refund for the item will be issued strictly as store credit (valid for 12 months).

What you can contact us to change:

If your order hasn’t started processing, you can reach out to our support team to update the recipient’s last name, company name, product quantity, or your preferred shipping speed.

What should I do if my product arrives defective or damaged?

Our goal is love at first sight! If your item arrives defective or damaged, please contact us within 7 days of delivery by submitting a return ticket under “My Orders” or by emailing us at contact@loomtick.com.

To help us process your resolution quickly and claim shipping insurance, please provide:

* Your order number

* A clear photo of the damaged item

* A clear photo of the packaging it arrived in

Once verified, we will happily arrange a free replacement or issue a refund via store credit (valid for 12 months).

What should I do if my item is incorrect?

We sincerely apologize if an item in your order is incorrect. Please contact us within 7 days of delivery by submitting a return ticket under “My Orders” or by emailing us at contact@loomtick.com with a quick photo of the incorrect item.

Please note that we do not provide pre-paid return labels, so you will need to mail the item back to us initially. Once we receive the item and verify the mistake, we will fully reimburse you for the return shipping fees via store credit (valid for 12 months) and promptly ship a replacement parcel with the correct jewelry out to you. If the correct item is no longer in stock, a replacement of equal value or a store credit refund for the item will be arranged.

I'm missing an item from my order, what do I do?

We apologize if an item appears to be missing. Before reaching out, please check these common scenarios:

Separate Parcels: Because we operate multiple studios, your items may be arriving in separate packages. Check your emails or your account dashboard to see if your shipment was split into multiple tracking numbers.

Out of Stock: The item may have gone out of stock right before fulfillment. Check your email inbox to see if we sent you a notification regarding a stock adjustment.

If you’ve checked your tracking numbers and an item is definitely missing from your delivery, please contact our Customer Care team within 7 days of delivery. Once verified, we will promptly ship out another parcel containing your missing item at no extra cost to you.