Refund policy
This Refund Policy sets out the terms on which Style Loom accepts returns, exchanges, cancellations and refunds. It applies to all orders placed on styleloom.com.au. By placing an order you agree to these jhophgjioprms.
Last updated: September 2026
1. Summary of terms
| Term | Provision |
|---|---|
| Return window | 14 calendar days from the date of delivery |
| Accepted condition | Unworn, unwashed, unaltered, tags attached, original packaging |
| Return method | By post, following written authorisation from Style Loom |
| Return postage | Payable by the customer, except where clause 5 applies |
| Return label | Not supplied. No prepaid label is included in the parcel |
| Restocking fee | None |
| Refund method | Original payment method only |
| Refund processing | Within 7 business days of receipt and inspection |
| Exchanges | Accepted on the same terms as returns |
2. Return window
2.1 Returns must be requested within 14 calendar days of the date on which the order was delivered.
2.2 Requests received after this period will not be accepted, except where a statutory right under clause 8 or clause 9 applies.
2.3 Once a return is authorised, the item must be despatched to Style Loom within 14 calendar days of that authorisation.
3. Condition of returned goods
3.1 Goods must be returned unworn, unwashed and unaltered, with all original tags attached and in their original packaging.
3.2 Style Loom reserves the right to refuse a refund, or to reduce the refund amount, where returned goods do not meet the condition requirements in clause 3.1.
3.3 The following goods are excluded from return under this policy:
| Excluded category | Reason |
|---|---|
| Underwear and swimwear | Hygiene |
| Pierced jewellery | Hygiene |
| Gift cards | Not a returnable good |
| Items designated final sale at the point of purchase | Sold on clearance terms |
3.4 The exclusions in clause 3.3 do not apply where goods are faulty, damaged or incorrectly supplied, and do not affect statutory rights under clauses 8 and 9.
4. Return procedure
4.1 Returns will only be accepted where prior written authorisation has been obtained. Goods returned without authorisation cannot be identified against an order and will not be refunded.
4.2 The procedure is as follows:
| Stage | Responsibility | Action | Timeframe |
|---|---|---|---|
| 1 | Customer | Submit a return request to support@styleloom.com.au stating the order number and reason for return | Within 14 days of delivery |
| 2 | Style Loom | Issue written authorisation and the designated return address | Within 1 business day |
| 3 | Customer | Despatch the goods by a tracked postal service | Within 14 days of authorisation |
| 4 | Style Loom | Inspect the goods and issue the refund | Within 7 business days of receipt |
4.3 Risk in the returned goods remains with the customer until they are received by Style Loom. A tracked service is strongly recommended, as Style Loom cannot refund goods it does not receive.
5. Liability for return postage
5.1 Liability for return postage and for the refund of original delivery charges is allocated as follows:
| Circumstance | Return postage | Original delivery charge |
|---|---|---|
| Change of mind | Customer | Not refunded |
| Exchange for alternative size or colour | Customer | Not refunded |
| Goods faulty on arrival | Style Loom | Refunded in full |
| Goods damaged in transit | Style Loom | Refunded in full |
| Incorrect goods supplied | Style Loom | Refunded in full |
| Cancellation under clause 8 | Customer | Refunded at the standard delivery rate |
5.2 Style Loom does not supply prepaid return labels and does not include a return label within despatched parcels.
6. Faulty, damaged or incorrectly supplied goods
6.1 Claims under this clause must be submitted within 48 hours of delivery, accompanied by the order number and photographic evidence of the defect, damage or discrepancy.
6.2 Where a claim is accepted, Style Loom will at the customer's election either despatch a replacement or issue a full refund, including all postage costs incurred by the customer.
6.3 Nothing in this clause limits the customer's statutory rights in respect of goods that are not of satisfactory quality, not fit for purpose or not as described.
7. Exchanges and cancellations
7.1 Exchanges are subject to the same window, condition requirements and postage liability as returns.
7.2 Orders may be cancelled without charge at any time prior to despatch. A full refund will be issued.
7.3 Once an order has been despatched it cannot be cancelled under this clause and must be processed as a return, without prejudice to clause 8.
8. Statutory right of cancellation — United Kingdom and European Union
8.1 Customers resident in the United Kingdom or the European Union hold a statutory right to cancel a distance contract, commonly known as the cooling-off period. This right arises under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in the United Kingdom and Directive 2011/83/EU in the European Union.
8.2 The right operates as follows:
| Provision | Terms |
|---|---|
| Cancellation period | 14 calendar days beginning the day after delivery |
| Grounds required | None. No reason need be given |
| Method of exercise | A clear statement of cancellation sent to support@styleloom.com.au |
| Period to return goods | 14 calendar days from the date of notifying cancellation |
| Refund deadline | Within 14 calendar days of Style Loom receiving the returned goods |
| Delivery charges | Refunded at the standard delivery rate where the entire order is cancelled |
| Return postage | Payable by the customer |
| Permitted handling | Handling reasonably necessary to establish the nature and characteristics of the goods, equivalent to inspection in a retail shop |
| Diminished value | Style Loom may reduce the refund to reflect any diminished value resulting from handling beyond that permitted above |
8.3 The right of cancellation under this clause is additional to, and does not replace, the terms set out in clauses 2 to 7. Where the two conflict, whichever is more favourable to the customer applies.
8.4 Style Loom processes refunds under this clause within 7 business days, ahead of the 14-day statutory deadline.
9. Statutory rights — Australia and New Zealand
9.1 Customers resident in Australia retain all rights conferred by the Australian Consumer Law, including consumer guarantees relating to acceptable quality, fitness for purpose and correspondence with description.
9.2 Customers resident in New Zealand retain all rights conferred by the Consumer Guarantees Act 1993.
9.3 Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified.
10. Refunds
10.1 Refunds are issued to the original payment method. Style Loom cannot refund to an alternative card, account or payment instrument.
10.2 Refunds are processed within 7 business days of receipt and inspection of the returned goods. A confirmation email is sent when the refund is issued.
10.3 Settlement times following issue are determined by the customer's card issuer or bank and typically take a further 3 to 5 business days. Style Loom has no control over this period.
10.4 Where a refund has been confirmed in writing and has not been received after 10 business days, the customer should contact Style Loom.
11. Contact details
| Trading name | Style Loom |
| Registered address | 128 City Road, London, EC1V 2NX, United Kingdom |
| support@styleloom.com.au | |
| Telephone | +44 7440 614904 |
| Support hours | Monday to Friday, 09:00–17:00 (GMT, London) |
| Response time | Within 1 business day |
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