Shipping policy
2. Shipping Policy
2.1 Where our products ship from
Our products are manufactured and dispatched from our factories and supply partners located in China. Although Loomcrest is a Canadian company, orders are shipped directly from China to your delivery address, wherever you are in the world. This affects delivery times, customs handling and return logistics, all explained below.
We are transparent about this at the point of sale. If you would prefer not to order goods shipped internationally, please do not place an order.
2.2 Where we ship to
We ship to customers in Canada, the United States, the United Kingdom and the European Union. [Add or remove regions as needed.]
2.3 Processing time
Orders are processed within 3 business days of payment being confirmed. Orders placed on weekends or public holidays are processed on the next business day.
You will receive a confirmation email when your order is placed, and a second email containing tracking information once your order has been dispatched.
2.4 Delivery estimates
Once dispatched, orders typically arrive within 7–12 business days.
This is an estimate, not a guarantee. Delivery times may be affected by customs clearance, carrier delays, weather, peak seasons and other factors outside our control. Delivery to remote areas — including northern Canada, the Scottish Highlands and Islands, and outlying EU territories — may take longer.
European Union customers: where no delivery date is agreed, we will deliver without undue delay and in any event within 30 days of the contract being formed. United Kingdom customers: the same 30-day rule applies under the Consumer Contracts Regulations 2013. If we cannot meet it, you may end the contract and receive a full refund.
2.5 Import charges, VAT and customs
Because your order ships from China, your parcel must clear customs in your country. How tax is handled depends on where you are:
| Region | How tax and duty are handled |
|---|---|
| United Kingdom | For consignments of £135 or less, UK VAT is charged by us at checkout and included in the price you see. Above £135, import VAT and any customs duty are collected at the border, usually by the carrier, along with a handling fee. |
| European Union | For consignments of €150 or less, VAT is charged at checkout at your country's rate and included in the price. Above €150, import VAT and duty are collected at the border. A flat customs duty applies to low-value consignments under EU rules introduced in July 2026. |
| Canada | Parcels clear the Canada Border Services Agency. GST/HST, applicable provincial taxes and customs duty may be charged on import, and carriers commonly add a brokerage fee. |
| United States | Parcels clear U.S. Customs and Border Protection. Duties, tariffs and fees may apply on import depending on the value and classification of the goods and the rules in force at the time. |
Where charges are collected at the border, they are set by the relevant government and carrier — not by us — and are your responsibility as the importer. We cannot predict, control or refund them.
If you refuse to pay import charges and the parcel is returned or destroyed, we cannot refund the shipping cost, and any product refund will be handled under our Returns Policy below.
We do not declare orders as "gifts" or understate their value on customs paperwork. Doing so is unlawful and we will not do it on request.
2.6 Incorrect addresses
Please check your delivery address carefully. We are not responsible for orders delivered to an address entered incorrectly at checkout. If you notice an error, contact us at Support@theloomcrest.com immediately — if the order has not yet dispatched, we will do our best to correct it.
2.7 Lost, delayed or damaged parcels
Goods remain our responsibility until they are delivered to you. If tracking shows no movement for [15] consecutive days, or your order has not arrived within [30] days of dispatch, contact Support@theloomcrest.com and we will investigate with the carrier. If a parcel is confirmed lost in transit, we will offer a replacement or a full refund at your choice.
If your item arrives damaged, contact us within [7] days of delivery with photographs of the item and the packaging.
