Returns & Exchanges
RETURNS & EXCHANGES
Not Quite Right? We’re Here to Help.
We want every LOENOO piece to feel right when it arrives.
If the size, fit, or style is not what you expected, eligible items may be returned within 30 days of delivery.
Please read the information below before sending your return.
01 | RETURN WINDOW
Return requests must be submitted within 30 days of the delivery date.
Items sent after the return period may not be accepted.
This time limit applies to change-of-mind and sizing returns. Your rights regarding faulty, damaged, or incorrectly supplied goods are not limited by this policy.
02 | RETURN CONDITIONS
Returned items must be:
Unworn
Unwashed
Unused
Free from perfume, deodorant, makeup, marks, pet hair, and odours
Returned with all original tags attached
Returned with any original protective packaging or hygiene seals intact
Shoes must be returned in their original box, where applicable.
Please take care when trying on light-coloured, delicate, embroidered, knitted, or crochet garments.
Items that are worn, washed, altered, stained, damaged, or returned without their original tags may be refused.
03 | HOW TO START A RETURN
STEP ONE
Email help@jilutina.com within 30 days of delivery.
Please include:
Your full name
Order number
Item name
Reason for return
Photos, if the item is damaged or incorrect
STEP TWO
Our customer care team will review your request and send the return instructions and approved return address.
Please do not send an item before receiving return approval.
STEP THREE
Pack the item securely and send it using a trackable shipping service.
Keep your return receipt and tracking number until your return has been completed.
04 | REFUNDS
Eligible refunds will be issued to the original payment method.
Returns are normally inspected and processed within 3–7 business days after they arrive.
After approval, your bank or payment provider may require up to 10 additional business days to display the refund.
Original shipping charges are non-refundable for change-of-mind, fit, or sizing returns.
Any duties, taxes, or customs charges paid directly to local authorities are not refundable by LOENOO.
05 | EXCHANGES
Size exchanges may be available when the requested replacement is in stock.
Because availability can change quickly, an exchange cannot be guaranteed.
If the requested size is unavailable, we will offer a refund or store credit for the eligible returned item.
Replacement items will be dispatched after the original return has been received and approved.
For some international orders, placing a new order may be faster than waiting for an exchange. Our customer care team will explain the available options.
06 | RETURN SHIPPING
For change-of-mind, fit, colour, or sizing returns, the customer is responsible for return shipping costs.
We recommend using a tracked shipping service.
LOENOO is not responsible for return parcels that are lost or damaged before reaching the approved return location.
If an item is confirmed to be faulty, damaged on arrival, or incorrectly supplied, LOENOO will provide an appropriate solution and cover reasonable approved return costs where required.
07 | FAULTY, DAMAGED OR INCORRECT ITEMS
Please inspect your order after delivery.
If you receive an item that is faulty, damaged, or different from what you ordered, contact help@jilutina.com as soon as possible.
Include your order number and clear photos showing:
The full item
The affected area
The packaging and shipping label, where relevant
Depending on the issue, we may offer a repair, replacement, store credit, partial refund, or full refund.
Please do not repair, alter, wash, or return the item before receiving instructions from our customer care team.
08 | HAND-FINISHED DETAILS
Some LOENOO pieces include crochet, embroidery, knitting, beading, or hand-finished details.
Small variations in placement, texture, stitching, or finishing may occur and can be part of the individual character of the garment.
These natural variations are not automatically considered defects.
If you believe your item has a genuine quality issue, contact us with photos and we will review it carefully.
09 | ITEMS NOT ELIGIBLE FOR CHANGE-OF-MIND RETURNS
The following items cannot be returned for change of mind, sizing, or fit:
Earrings and pierced jewellery
Underwear, lingerie, and intimate garments
Swimwear with a removed or damaged hygiene seal
Cosmetics and beauty products
Gift cards
Personalised or made-to-order items
Items marked Final Sale
Items showing signs of wear, washing, alteration, stains, damage, or removed tags
These exclusions do not remove any rights that may apply to faulty, damaged, incorrectly supplied, or significantly misrepresented goods.
10 | SALE ITEMS
Regular sale items may be returned if they meet the return conditions and are not marked Final Sale.
Items clearly marked Final Sale cannot be returned for change of mind, sizing, colour, or fit.
Faulty or incorrectly supplied Final Sale items will still be reviewed in accordance with applicable consumer rights.
11 | REJECTED RETURNS
Every return is inspected after arrival.
If a returned item does not meet the eligibility requirements, we will contact you with the reason.
You may be asked to pay the shipping cost for the item to be sent back to you.
Please ensure the item is securely packed and meets all return conditions before sending it.
12 | CANCELLATIONS
Contact us as soon as possible if you need to cancel an order.
We will try to help, but cancellation cannot be guaranteed once the order has entered processing or has been dispatched.
Orders that have already been dispatched must follow the standard return process.
13 | CONTACT US
For return, exchange, refund, or product-quality questions, contact:
Please include your order number so we can assist you more quickly.
We usually respond within 1–2 business days.
OUR PROMISE
A return should not feel confusing or stressful.
We will review every eligible request fairly and communicate clearly throughout the process.
Nothing in this policy excludes or limits any consumer rights that cannot legally be excluded under the laws applicable to your purchase.
ONE ORIGIN. ONE BLOOM.
Carefully chosen, thoughtfully made, and supported after delivery.