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 an email notification with a tracking number.
You can view your order status 24 hours a day from your Order History page:
- Sign in to your LoomTick account.
- Click My Account > Order History & Reorder. All of your orders to date are displayed. Review the Status field to determine if your order has shipped – if so, you’ll also see the tracking number.
If something doesn’t seem right, contact us and we’ll get to the bottom of it.
Can I change my order?
For most products, yes – up until we start processing your order.
Here’s what you can do yourself within your account under order history: Cancel an order & Change the shipping address
( Note: If the View/Edit Order button is not available, it is not possible to edit or cancel your order. If an item was successfully canceled, a refund for the amount of the item will be issued to the payment method used. )
Or contact us to change the following: the last name of the recipient or the company name, the quantity, or shipping speed.
My order hasn't arrived, what can I do?
Order status and tracking are available from your Order History: Click on My Account. (If you are not signed in already, you will be prompted to do so), then Select Order History.
Getting your order to you in the time we promised is our priority.
If it’s past the delivery date, and you have not received it, please contact us right away, and we’ll do our very best to make it right.
What should I do if my product is defective or damaged?
Our goal is love at first sight. If you have any questions or concerns with your order, we want to know and we want to help. Please contact us – we are available by WhatsApp, email, the contact form, or through our social media channels.
What should I do if my item’s incorrect?
We apologize if an item is incorrect from your order. Please reach out to us for the return address and promptly send the item back. We’ll cover the return postage and send the correct items to you as soon as possible
I'm missing an item from my order, what do I do?
We apologize if an item is missing from your order. Here’s what could’ve happened:
– We may have sent your items in separate parcels. Please check your emails to see if any of your items will be arriving separately. You can also see if your order has been split into more than one parcel in ‘My Orders‘.
– The item you ordered may have been out of stock – it’s worth checking your emails (including your junk/spam) to see if we’ve sent you an email about this.
– If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may have been combined into one parcel. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.
– If some of your items are being shipped from another warehouse, their delivery times may differ, so it’s worth checking your expected delivery date and tracking in ‘My Orders‘.*
If you’ve received all your parcels and something you ordered is missing, please get in touch with our Customer Care team here within 30 days of your order being delivered.
Just one more thing…
*We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs section for more info.