Contact Us
CONTACT US
We’re Here to Help
Questions about an order, sizing, delivery, returns, or product details? Contact the LOENOO customer care team and we’ll help you find a clear solution.
01 | CUSTOMER CARE
Email: help@jilutina.com
We usually respond within 1–2 business days, Monday through Friday, excluding public holidays.
During new releases, promotions, or periods of high demand, replies may take a little longer. Every message will still be reviewed carefully.
02 | ORDER SUPPORT
For questions about an existing order, please include:
Your full name
Order number
Email address used at checkout
Item name
A short description of your question
Providing these details helps us assist you more quickly.
03 | SIZING & PRODUCT QUESTIONS
Need help choosing a size or understanding a garment?
Send us the product name and your bust, waist, and hip measurements where relevant.
Our size guidance is based on the product’s fabric, intended fit, and finished garment measurements.
We can offer guidance, but the final size choice remains yours.
04 | SHIPPING & TRACKING
For delivery questions, please include your order number and tracking number, if available.
Tracking information may take 2–5 business days to update after dispatch.
For full processing and delivery estimates, please visit our Shipping & Delivery page.
05 | RETURNS & EXCHANGES
To request a return or exchange, contact us within 30 days of delivery.
Please include:
Your order number
Item name
Reason for return
Clear photos if the item is damaged, faulty, or incorrect
Please wait for return approval and instructions before sending an item back.
06 | DAMAGED OR INCORRECT ITEMS
If your order arrives damaged, faulty, or different from what you ordered, contact us as soon as possible.
Please send clear photos of:
The full item
The affected area
The packaging
The shipping label
We will review the issue and provide an appropriate solution.
07 | ORDER CHANGES & CANCELLATIONS
Need to change your address or cancel an order?
Contact us as soon as possible.
We will do our best to help, but changes and cancellations cannot be guaranteed once an order has entered processing or has been dispatched.
08 | BUSINESS & COLLABORATION ENQUIRIES
For brand, media, creative, or collaboration enquiries, please use the same email address and include a clear subject line.
Email: help@jilutina.com
A NOTE FROM LOENOO
Clear communication matters to us.
Whether you need help before ordering or support after delivery, we aim to respond honestly, calmly, and with practical information.
ONE ORIGIN. ONE BLOOM.
Thoughtful clothing, supported by thoughtful care.