Terms of service

Terms and Conditions for Online Sales

Last updated: 22 September 2025

These Terms and Conditions (“Terms”) govern the sale of products by Loom Collective Limited (“we”, “us”, “our”) to you via our website. Please read them carefully before placing an order.

Company details:
Loom Collective Limited (Company Number 16245355)
48 Broughton Street, Manchester, England, M8 8NN
Email: Contact@loomarchieves.coml

1. Where to find information about us and our products

You can find key information about us and our products on our website before placing an order. Once you place an order, we will confirm important details to you in writing, either by email or through your online account.

2. Orders and acceptance

We will contact you to confirm we’ve received your order. Your order is only accepted when we send you a confirmation email or otherwise notify you.

We may reject orders, for example, if:

● a product is out of stock;

● we detect unusual or potentially fraudulent activity;

● your billing information is incomplete or unverified;

● we believe you are reselling products without written approval;

● there is a pricing or product description error;

● or for any other errors or issues on our website.

If we reject an order, we will notify you as soon as possible and refund any payments you have made.

3. Price, payment and VAT

● Payment is taken when you place your order.

● You own the product once full payment is received.

● If VAT changes between your order date and supply date, we will adjust your VAT unless you have already paid in full.

4. Delivery

We are not responsible for delays outside our control (e.g. courier strikes, extreme weather). If this happens, we will notify you and take reasonable steps to minimise the delay. If the delay is substantial, you may cancel your order and receive a refund for any products not received.

5. Product details

● Colours and packaging may differ slightly from images shown online.

● We may run promotional discounts from time to time. Discount codes must be applied at checkout and cannot be combined with other offers, transferred, or used for gift cards.

6. Your right to cancel (change of mind)

You have a legal right to cancel most online purchases within 30 days of delivery.

You cannot cancel for:

● sealed products (e.g. underwear, skincare devices) where seals have been broken;

● goods mixed inseparably with other items after delivery.

If you wish to cancel:

● You must notify us within 30 days of delivery.

● You are responsible for return costs, unless otherwise stated.

● Products must be returned in their original condition with tags and packaging.

We may reduce your refund if returned items show signs of use, damage, or missing accessories.

Refunds will be processed within 10 working days of us receiving your return (or proof of postage). Delivery upgrades (express or timed delivery) will not be refunded.

7. Returns

To return an item please follow steps listed on our refunds policy page here

RETURNS @ LOOM COLLECTIVE
48 Broughton Street
Manchester
M8 8NN

Please retain proof of postage. We are not responsible for lost or mis-sent returns.

8. Faulty or misdescribed products

If your product is faulty, please contact Customer Service at Contact@loomarchieves.coml with details and supporting evidence (e.g. photos).

Your legal rights under the Consumer Rights Act 2015 apply:

● Within 30 days: full refund for faulty goods.

● Up to 6 months: repair, replacement, or refund if goods are faulty.

● Up to 6 years: you may be entitled to a partial refund if goods do not last as expected.

9. Our right to make changes

We may make minor changes to our products or these Terms to:

● comply with changes in law or regulations;

● make technical adjustments;

● improve clarity and fairness.

If we make significant changes, we will notify you. You may cancel your order and receive a refund for products not received.

10. Ending our contract with you

We may cancel an order if:

● we withdraw the product (e.g. product recall);

● you fail to pay or provide required information;

● we cannot deliver due to factors within your control.

11. Our responsibility for loss or damage

We are responsible for foreseeable losses caused by us failing to comply with these Terms. We are not responsible for:

● losses not foreseeable at the time of order;

● delays outside our control;

● losses you could have avoided by following instructions;

● business losses (we only sell to consumers).

12. Personal data

We will handle your personal data in accordance with our Privacy Policy, available on our website.

13. Disputes and complaints

● If you have a complaint, contact our Customer Services team at Contact@loomarchives.com.

● These Terms are governed by English law. You may bring legal claims in the English courts, or in the courts of the country you live in (if in Scotland, Wales or Northern Ireland).

14. Other important terms

● We may transfer our contract to another organisation.

● You may only transfer your rights with our agreement.

● No one else has rights under this contract.

● If a court finds part of this contract invalid, the rest remains enforceable.

● Delay in enforcing rights does not waive our ability to enforce later.

15. Model cancellation form

(Complete and return this form only if you wish to withdraw from the contract)

To: Returns Department
Loom Collective Limited
48 Broughton Street
Manchester
M8 8NN
Email: Contact@loomarchieves.coml

I/We [] hereby give notice that I/We [] cancel my/our [] contract of sale of the following goods []/for the supply of the following service [*],

Ordered on []/received on []

Name of consumer(s): __________________________

Address of consumer(s): __________________________

Signature of consumer(s) (if paper form): __________________________

Date: __________________________

[*] Delete as appropriate

16. e-Gift Card Terms and Conditions

Terms and Conditions for the Use of e-Gift Cards

The following terms apply to the use of LOOM e-Gift Cards:

LOOM e-Gift Cards can only be redeemed at online.
LOOM e-Gift Cards are delivered digitally via email and cannot be exchanged for cash.
LOOM e-Gift Cards are valid for 12 months from the date of purchase.
Multiple e-Gift Cards can be used in a single transaction.
If the value of your order exceeds the balance on your e-Gift Card, you can pay the difference using another payment method.
If the value of your order is less than the balance on your e-Gift Card, the remaining balance will stay on the card for future use.
LOOM e-Gift Cards cannot be used to purchase additional e-Gift Cards.
Lost or stolen e-Gift Cards cannot be replaced or refunded.
LOOM e-Gift Cards are non-refundable and cannot be returned for a cash refund, except as required by law.
Products purchased using an e-Gift Card are subject to our standard returns policy.
LOOM reserves the right to amend these terms and conditions at any time.

If you have any questions about these terms or how to use a LOOM e-Gift Card, please submit an enquiry to our Customer Services team.

Terms and Conditions for e-Gift Card Sales

Where to find information about us

Sales of LOOM e-Gift Cards are made, managed and fulfilled by us, LOOM Manchester via our website. You can find everything you need to know about us on our website before you order an e-Gift Card. We also confirm the key information to you in writing after you order by email.

We only accept orders for e-Gift Cards when we've checked them

Once we receive your order for an e-Gift Card, we accept your order by sending you an order confirmation email.

Please note, we do not ship physical gift cards. We deliver digital e-Gift Cards by email to the email address provided during the order process, and the delivery email will contain instructions on how to redeem the e-Gift Card.

The purchase of gift cards is strictly limited to customers located within the United Kingdom. Any gift card orders placed from addresses outside the United Kingdom will be cancelled and refunded where applicable.

Sometimes we reject orders

Sometimes we reject orders, for example, because:

The e-Gift Card is no longer available
We cannot authorise your payment
We have identified an error in the price or description of the e-Gift Card

When we reject an order, we let you know as soon as possible by email and refund any sums you have paid.

We charge you for the e-Gift Card amount when you order

We take payment automatically at the time of purchase and you will own your e-Gift Card once we have received payment in full for the e-Gift Card amount.

If you are the purchaser of an e-Gift Card, you have a legal right to change your mind

Your legal right to change your mind

If you purchase an e-Gift Card online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it. This is subject to some conditions which are set out below.

When you can't change your mind

You can't change your mind about purchasing an e-Gift Card if the e-Gift Card (or any part of it) has been used to purchase products before you let us know that you have changed your mind.

The deadline for changing your mind

If you change your mind about purchasing an e-Gift Card, you must let us know no later than 14 days after the day you receive it.

How to let us know

To let us know you want to change your mind, please submit an enquiry to our Customer Services team.

When and how we refund you

If you tell us you've changed your mind about purchasing an e-Gift Card, we will refund you as soon as possible and within 14 days. We refund you by the method you used for payment. We don't charge a fee for the refund.