Refund policy

Because every Loom & Canyon item is printed to order specifically for you, we're unable to accept returns or exchanges if you ordered the wrong size or color, or simply changed your mind. If you're ordering from the EU or UK, this doesn't apply to you in the same way — see EU and UK: your right to cancel below.

If something is wrong with your order — it arrived damaged, misprinted, defective, or you received the wrong item — we'll make it right within 21 days of delivery. There's no need to send anything back: just fill out our Get help with your order form with clear photos or a short video showing the issue, and once we've confirmed it we'll arrange a free reprint or a refund.

You can always contact us with any questions at loomandcanyon@gmail.com.

Damages and issues
Please inspect your order as soon as it arrives. If it's defective, damaged, misprinted, or you received the wrong item, fill out our Get help with your order form within 21 days of delivery with clear photos or a short video showing the issue. There's no need to return the item — once we've confirmed the problem, we'll send a free replacement or issue a refund. For printed designs, minor variations in print placement of up to 0.5 inch are normal and are not considered a defect. Similarly, minor size deviations of less than 1 inch from our size guide measurements are a normal result of the manufacturing process and are not considered a defect. New garments may also have a faint odor or slight residue from the printing process, especially on lighter colors — this is temporary and typically resolves after the first wash.

Lost or undelivered packages
If your order hasn't arrived within the expected delivery window, please first double-check that the shipping address on your order is correct, and check with your local post office — packages are sometimes held for pickup and just need to be claimed. If you've done both and it's still missing, email us at loomandcanyon@gmail.com with your order number and let us know it hasn't arrived. Get in touch as soon as you think it's gone astray — there's no deadline on your end and no set number of days to wait. We'll track the timing with our carrier and fulfillment partner and keep you posted. If the package was genuinely lost in transit we'll arrange a free reprint or a refund at no cost to you. If a package is lost or undeliverable because of an incorrect or incomplete address provided at checkout, we're unable to offer a free reprint or refund, but we're happy to help you place a new order to the correct address at your cost.

Exceptions / non-returnable items
Because our apparel is made to order, we cannot accept returns or exchanges for reasons such as ordering the wrong size or color, or a change of mind. This also applies to custom products, such as items with personalization you request beyond our standard catalog. If you're ordering from the EU or UK, see EU and UK: your right to cancel below — this section doesn't limit that right. Please get in touch if you have questions about your specific order. We also do not accept returns on sale items or gift cards.

Exchanges
Since items can't be returned or restocked, we're unable to offer exchanges. If you'd like a different size or color, you're welcome to place a new order for the correct item.

EU and UK: your right to cancel

If you're ordering from the European Union or the United Kingdom, you have a legal right to cancel your order within 14 days for any reason at all, without giving a justification. This is separate from — and in addition to — everything above about damaged, defective or misprinted items. If something is wrong with your order, use the Damages and issues process instead: it's free, there's nothing to send back, and you're not limited to 14 days.

The 14 days run from the day you receive your order (or the final item, if your order arrives in more than one parcel). To cancel, email us at loomandcanyon@gmail.com with a clear statement that you're cancelling, and your order number. You can use our cancellation form if you prefer — it's a template we're required to make available, but you don't have to use it. An email is enough.

Once you've told us, please send the item back within 14 days to:
Loom & Canyon
1905 N Wilcox Ave #440
Los Angeles, CA 90068
United States

You pay the cost of return shipping. If you're posting from outside the United States, please mark the parcel clearly as "returned goods" on the customs declaration so it isn't treated as a new import. We'll refund you within 14 days of either receiving the item back or your sending us proof of postage — a tracking number or a dated receipt from the post office — whichever comes first. Your refund will include the standard delivery charge you originally paid, if any.

You're welcome to handle and try on the item as you would in a shop. If it comes back showing wear beyond that, we may reduce your refund to reflect the loss in value.

This right doesn't apply to items genuinely made to your own specification — custom text or artwork you asked us to print. It does apply to everything in our standard catalogue, including your choice of size and colour.

None of this affects your statutory rights. In the EU you have a legal guarantee of at least two years if goods don't conform to what was advertised, and UK customers have equivalent rights under the Consumer Rights Act 2015. If something is wrong with your order, those rights cost you nothing — including postage — and we'll honour them whatever our own timeframes say.

Refunds on damaged, defective, or undelivered items
Once we’ve reviewed your claim, we’ll let you know if a reprint or refund has been approved. If a refund is approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since your refund was approved, please contact us at loomandcanyon@gmail.com. Cancellations from EU and UK customers are refunded on a different timeline — see EU and UK: your right to cancel above.

 

Clarifying Sale Items and Custom Products

To avoid confusion: items purchased at a discount as part of a storewide or sitewide promotional sale are not treated as "final sale" items — only items specifically marked as final sale or clearance in their product listing are excluded for that reason. Separately, "custom products" refers only to items with personalization you requested beyond our standard catalog (such as custom text or a bespoke request). Neither category changes the policy above: because all of our apparel — sale-priced, standard, or customized — is made to order, none of it is eligible for return or exchange due to wrong size, wrong color, or a change of mind. This doesn't affect the separate 14-day cancellation right EU and UK customers have — see EU and UK: your right to cancel above. Items in any category remain fully covered under Damages and issues if they arrive defective, damaged, or misprinted.