Refund policy
Last updated: 26 July 2026
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Return period: 30 days from delivery date
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Restocking fee: None
- Refund time: Within 7 business days after approval
At Loolam, we want you to be completely satisfied with your footwear purchase. If something isn't right with your order, our team is here to help resolve the issue.
Who This Policy Covers
This policy applies to all orders placed through loolam.com and covers customers purchasing from the United Kingdom.
Contact Us
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Email: help@loolam.com
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Phone: +44 7426 431171
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Address: 175 Washway Road, M33 4AH, United Kingdom
- Support Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT/BST)
Return Period
Standard Return Window: You have 30 days from the date your order is delivered to request a return.
Extended Return Window: If unexpected delivery delays occur outside of our control, we may provide an extended return period depending on your specific order.
Your 30-Day Return Window
To be eligible for a return, shoes must be:
- Unworn and in their original condition
- Returned with original packaging
- Returned with all tags, accessories, and included items
- Free from marks, damage, or signs of wear
We recommend trying shoes indoors on a clean surface to ensure they are suitable before wearing them outside.
Conditions for Return
Cancelling Unshipped Orders
If your order has not been dispatched, contact us as soon as possible at help@loolam.com. We will do our best to cancel your order and issue a refund.
Returns for Shipped Orders
Once an order has been shipped, please follow the standard return process outlined below.
Change of Mind Returns
For change of mind returns, the item must be returned:
- Unworn
- In original packaging
- With all original tags attached
- With proof of purchase or order confirmation
Returns will not be accepted if:
- The shoes show signs of wear or use
- The product is damaged due to customer handling
- The item is missing original packaging or accessories
- More than 30 days have passed since delivery
How to Start a Return
To request a return:
- Email help@loolam.com with your order number, contact details, and reason for return.
- Our team will respond within 1–2 business days with return instructions.
- Pack the item securely in its original packaging.
- Send the item using the return instructions provided and keep your proof of postage.
- Provide tracking information if requested so we can monitor your return.
For damaged, defective, or incorrect items, please include clear photographs showing the issue.
Required Documents
- Proof of Purchase: Your order confirmation email or receipt.
- Photo Evidence: Required for damaged, defective, or incorrect products.
Who Pays for Return Shipping?
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Damaged, Defective, or Incorrect Items:
Loolam will cover reasonable return shipping costs and provide instructions for returning the item. -
Change of Mind or Customer Error:
Return shipping costs are the responsibility of the customer.
Common Situations
Changed Your Mind?
You can return your shoes within 30 days as long as they are unworn, in original condition, and include the original packaging. Once we receive and inspect your return, we will process your refund.
Item Arrived Damaged?
Please contact us within 48 hours of delivery with photos of the damage and your order number. We will review the issue and arrange a suitable solution, such as a replacement or refund.
Received the Wrong Item?
Contact us at help@loolam.com with your order details. We will arrange the return and ensure the correct product is provided.
Item Never Arrived?
If your order has not arrived within the expected delivery timeframe, please contact us. We will investigate with the delivery provider and provide an appropriate resolution.
Want to Cancel Your Order?
If your order has not been dispatched, contact us immediately. If your order has already shipped, please wait for delivery and follow our return process.
Exchanges
We do not offer direct exchanges. If you need a different size, colour, or style, please return your original order and place a new order once your return has been approved.
Warranty
If your footwear develops a manufacturing fault after use, please contact us at help@loolam.com with your order number and details of the issue.
Each case will be reviewed individually, and we will provide assistance where applicable.
Refund Timeline
Once we receive and inspect your return:
- Return inspection: 1–2 business days
- Refund approval: Confirmation sent by email
- Refund processing: Within 7 business days after approval
- Refund method: Returned to your original payment method
Please note that your bank or payment provider may require additional processing time before the refund appears in your account.
If you have not received your refund after the stated timeframe, please contact your payment provider first. If the issue continues, contact us at help@loolam.com.
Items That Cannot Be Returned
The following items may not be eligible for return:
- Products that have been worn outdoors
- Products showing signs of use or damage
- Customised or personalised products (where applicable)
Shipping & Fees
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Shipping Method: Standard Tracked Shipping
- Restocking Fee: None
Your Legal Rights
Nothing in this policy affects your statutory rights under UK consumer protection laws, including your rights regarding faulty, misdescribed, or incorrectly supplied goods.
Questions?
If you have any questions about returns or refunds, please contact us:
Email: help@loolam.com
Our customer support team will be happy to assist you.