Shipping & Returns

Australia:

We offer flat-rate shipping within Australia: $10 for standard delivery and $25 for express.

All orders are sent via Australia Post and dispatched within 2–4 business days. Tracking details will be provided via email once your order is on its way.

Authority to leave:

At checkout, please let us know if you authorise your package to be left unattended if you are not at home.

International Shipping:

International shipping starts from $30 AUD and varies depending on your location and order size. Shipping is calculated at checkout.

Most international customers are responsible for customs fees and duties (The UK, in particular, has high import fees, including VAT).

For USA customers - Loom Atelier is covering 100% of the new tariffs and duties.

For customers in the USA, tracking will begin with Australia Post and then transition to USPS for final delivery.

If you have not received your order within 14 business days of receiving your dispatch email, please contact us at hello@loomtowels.com, and we will assist you in locating your package and resolving any issues.

Australian Customers:

We take great pride in our products and your satisfaction. Every towel is carefully inspected before dispatch to ensure it arrives in perfect condition.

If you have any concerns about your order, please contact us at hello@loomtowels.com within 2 business days of receiving your item. Include your order number and a brief description of the issue.

We gladly offer exchanges or store credit for items that are unused, unwashed, and in perfect condition, within 14 days of purchase. Please note, return shipping costs are the responsibility of the customer.

Refunds are only provided for items that are genuinely faulty, not for general wear and tear. As each towel is handmade, slight variations in size or weave are part of its artisanal nature and not considered faults.

Refunds for items as part of the SHÉ collaboration are accepted for online purchases only.

All refunds will incur a $20 handling fee.

International Customers:

While exchanges and returns are possible for international orders, we do not currently offer return labels or cover return shipping costs. For this reason, we encourage you to choose carefully.

If you're unsure about colour, texture, or style, feel free to reach out to us at hello@loomtowels.com — we’re happy to help you make the best choice for your needs.

We accept major credit cards, Apple Pay, and Zippay, with all transactions in AUD.

Personal information is securely processed and never shared. We do not store credit card information. All credit card and order data is encrypted and securely processed.