Refund policy

For purchases made from the Lloop online store

Trading name	Lloop
Legal entity	thelittleloop Limited (company number 12309519)
Effective date	20 July 2026

 

This policy explains your rights when buying preloved or other goods from Lloop. It does not reduce any rights you have under applicable consumer law.

1. Change-of-mind cancellations

You may cancel an online order without giving a reason by telling us within 14 days after the day on which you, or a person nominated by you, receives the goods.

To cancel, email hello@thelittleloop.com and clearly state that you wish to cancel. Please include your name and order number. You do not have to use any particular wording. We’ll then send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

After notifying us, you must send the goods back within a further 14 days.

2. Condition of change-of-mind returns

Returned goods must be kept with reasonable care and should be sent back unworn, unwashed and in the condition in which they were received, with all Lloop swing tags and any security or hygiene seals still attached.

You may inspect an item as you would reasonably be permitted to do in a shop. We may reduce the refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and fit of the item. Removing a swing tag may materially reduce the item’s value and may result in a deduction, although this does not affect your statutory rights where an item is faulty or not as described.

3. Return postage for change-of-mind returns

You are responsible for the direct cost of returning a change-of-mind return.

Where we provide a prepaid return label for convenience, we may deduct the stated cost of that label from your refund. We do not charge a separate handling fee.

You may use another suitable tracked service at your own cost. You remain responsible for the parcel until it reaches us, so please retain proof of posting and tracking.

4. Faulty, damaged or not-as-described goods

Preloved goods are sold with a stated condition and may show the signs of wear described or photographed in the product listing. A disclosed and accurately described imperfection is not a fault.

Goods must nevertheless be of satisfactory quality, fit for any purpose made known to us, and match their description, taking account of their preloved nature, price and disclosed condition.

If you believe an item is faulty, damaged in transit or materially not as described, contact us promptly at hello@thelittleloop.com, with your order number and photographs where reasonably possible.

Where we confirm after inspection that the item was faulty or not as described, we will reimburse reasonable return postage or provide a prepaid label. We will not require you to bear the return cost for a valid statutory-quality claim.

Your legal remedies may include the short-term right to reject goods within 30 days, or repair, replacement, price reduction or final rejection where applicable. Because most Lloop items are unique, replacement may not be possible.

5. Refunds

For a valid change-of-mind cancellation, we will refund the price paid for the returned goods and the standard outbound delivery charge attributable to the cancelled order. If you chose a more expensive delivery method, we are not required to refund the additional amount above our least expensive standard delivery option.

For a partial return, the original standard delivery charge will not normally be refunded because the remaining goods were still delivered, unless the law requires otherwise.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, refunds will be made without undue delay and no later than 14 days after the relevant trigger under consumer law. We will normally refund to the original payment method. Bank processing times are outside our control.

6. Items that cannot be returned for change of mind

The statutory cancellation right may not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed, or to other goods covered by a legal exemption. Any applicable restriction will be made clear before purchase. This does not affect rights relating to faulty or misdescribed goods.

7. How and where to return goods

To start a return please contact us on hello@thelittleloop.com stating clearly the reason for your contact. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

8. Incorrect or unauthorised labels

We cannot accept responsibility for parcels sent using a label that we did not provide, except to the extent that loss or damage is caused by us. Where you arrange your own return, your contract is with the chosen carrier and you should pursue any loss or damage claim with that carrier.

9. Contact

Email: hello@thelittleloop.com
Customer service hours: Monday to Friday, 9am to 5pm, excluding public holidays.