Frequently Asked Questions
Order
Can I cancel my order?
Unfortunately, it it not possible to cancel your order. If you no longer want your order, you can return it once the parcel has been delivered.
How can I adjust my order?
Please note that once an order is placed, we are not able to make any changes to it. A new order will need to be placed and the original order returned.
I haven't received my order confirmation
Haven’t received your order confirmation? Here’s what might have happened:
1) your order has not been approved yet.
2) your order confirmation e-mail could have been caught in your junk mail folder.
3) there is a spelling mistake in your email address. Please contact our customer service info@helloloomi.com we will re-send you your order confirmation.
I made a mistake in my delivery address
Once your order is placed, the delivery address cannot be changed.
If the order is already on its way, we recommend updating the delivery address directly through the courier’s tracking link.
Shipping
I haven’t received my tracking number. What should I do?
As soon as your order is shipped, you'll receive a confirmation email with a tracking link.
If you haven't received it, please check your spam folder and ensure the email address entered at checkout was correct.
Still need help? We're happy to assist you at info@helloloomi.com
My tracking link is not active
You’ll receive a shipping confirmation as soon as your order is on its way.
This email includes your tracking link. If you haven’t received it, please check your junk mail folder and make sure the email address you entered at checkout is correct.
Still unsure? Our team is happy to assist you at info@helloloomi.com
What is the estimated delivery time and shipping cost to my country?
You may find our estimated delivery time and shipping cost to your country here.
I am experiencing delivery issues
Experiencing delivery issues? We’re here to help.
Please contact us at info@helloloomi.com with your order number, and we’ll look into it right away.
Kindly note that international deliveries may be delayed if your parcel is held at customs.
My package was sent back to you
Why was my package returned, and what happens next?
Your package may have been returned to us for one of the following reasons:
In any of these cases, a refund will be issued within 14 days of the package being received at our warehouse.
Please note: returned packages cannot be re-shipped. If you still wish to receive your items, we kindly invite you to place a new order.
Returns & Exchanges
How can I return or exchange a product?
No worries — we’ve got you.
You can return any eligible item within 30 days of receiving your order if you’ve had a change of heart.
Looking to exchange for another size, color or style?
Simply place a new order and send the original item back to us.
When returning a package, please be sure to use a business delivery service — we’re not able to collect parcels sent to pick-up points or parcel shops.
Please note: some items, like personalized pieces, unsealed hygiene products, or anything from our Loved Again collection, are final sale and can’t be returned.
Want to know more about how it works? You’ll find all the return details here
Do you offer free returns?
We currently do not offer free returns.
Return shipping costs are the responsibility of the customer.
We recommend choosing a tracked shipping option to ensure your package arrives safely back to us.
When will I receive a refund for my product return?
Once we’ve received your return at our warehouse, your refund will be processed automatically within 14 days.
Unless agreed otherwise, the amount will be credited to your original payment method.
Complaint
I have received a wrong order or product
Oh no — that’s not how it’s supposed to go.
If you’ve received the wrong product or something you didn’t order, please send us an email at info@helloloomi.com. Include your order number and a photo of the item, and we’ll make it right as quickly as possible.
I haven't received some of the products I ordered
If you didn’t receive everything you ordered, there may be a simple explanation:
1. Some products may have different delivery times and are sent in separate shipments. This means your items could arrive at different times, even if they were ordered together.
2. If certain items are not listed in your shipping confirmation, our warehouse may have been unable to fulfil your full order due to a stock discrepancy. In this case, you were only charged for the items that were shipped.
3. If an item listed in your shipping confirmation email is missing from the parcel, it may have been a packing error — feel free to contact us at info@helloloomi.com, and we’ll sort it out.
I received a Hello Loomi product as a gift and would like to make a complaint
Received a gift with an issue? We’re here to help.
If the gift was purchased through our webshop, please send us an email at info@helloloomi.com with the order number (if available) and a few clear photos of the product.
We’ll review your message as quickly as possible and help find a suitable solution.
I would like to make a complaint
Not satisfied with your product? We're here to make it right.
We’re sorry to hear that one of our designs didn’t meet your expectations.
If you purchased the item directly from our webshop, please send an email to info@helloloomi.com with your order number and a few clear photos of the product.
We’ll review your case and get back to you within a few business days.
We’ll do our best to help and make it right for you.
Other
How do I choose the right size?
We know every little one is unique — and that’s exactly why fit can vary, even within the same size. To find the best fit, we always recommend using our size guide, which you’ll find next to each product on our webshop.
Please choose the size based on your child’s body measurements, not just their age — this will help ensure the most comfortable and accurate fit.
Do you offer gift service?
At the moment, we don’t offer a full gift service for webshop orders — but we’re working on it! Each package includes a packing slip without prices, making it gift-friendly. However, please note that some product packaging may include small price tags that we’re currently unable to remove or cover.
Our team is exploring ways to make gift-giving even easier in the future. Stay tuned.
Can I get a spare part for my Hello Loomi product?
We do not provide spare parts for our products.