Shipping & Delivery
Where We Ship
Loomaama delivers across Australia and to selected international destinations.
Available shipping destinations and delivery options are displayed at checkout. If your country is not listed, please contact our Client Care team before placing an order.
Shipping Costs
We offer complimentary standard shipping on Australian orders of A$150 or more.
For Australian orders below A$150, shipping charges are displayed at checkout before payment.
International shipping rates are calculated according to the destination, parcel weight and available delivery service.
All applicable shipping charges are shown before payment.
Our complimentary shipping offer applies to eligible Australian deliveries only, unless otherwise stated.
The free shipping threshold is calculated after discounts and before shipping charges.
Preparing Your Order
We aim to prepare and dispatch in-stock orders within 2–5 business days after payment confirmation.
Orders placed on weekends or Australian public holidays will generally begin processing on the next business day.
Please note that preparation and dispatch times are separate from delivery transit times.
For preorder or made-to-order pieces, the applicable preparation and estimated dispatch timeframe will be stated on the product page.
If we anticipate a significant delay in preparing your order, we will contact you with an update.
Delivery Within Australia
Australian orders are shipped using the delivery services available at checkout.
Delivery timeframes depend on your location and the selected delivery service. Estimated transit times are displayed at checkout where available.
Regional and remote destinations may require additional delivery time.
Delivery estimates begin after your order has been dispatched and do not include the 2–5 business day preparation period.
International Delivery
We ship to selected international destinations, with available services and charges displayed at checkout.
International delivery times depend on the destination, shipping provider, local delivery conditions and customs processing.
Estimated delivery timeframes are displayed at checkout where available.
Please be aware that customs clearance may occasionally extend the time required for delivery.
International Customs, Duties & Taxes
International orders may be subject to customs duties, import taxes or other charges imposed by the destination country.
Unless expressly stated otherwise at checkout, these charges are not included in Loomaama’s product prices or shipping fees and are the responsibility of the recipient.
As customs rules vary by country, we recommend checking your local import requirements before placing an order.
Our Client Care team can assist with questions about your shipment, although we cannot determine or control charges imposed by overseas customs authorities.
Tracking & Delivery Delays
Tracking Your Order
Once your order has been dispatched, we will send a shipping confirmation email containing tracking information for the selected delivery service.
You can use this information to follow your order from dispatch to delivery.
If your tracking information has not updated as expected or your estimated delivery period has passed, please contact our Client Care team with your order number. We will assist you in investigating the status of your shipment.
If Your Order Is Delayed
We understand that waiting longer than expected can be disappointing.
If we anticipate a significant dispatch delay, we will contact you with an updated estimate and explain the available options.
If an order cannot be supplied within an agreed or otherwise reasonable time, we will work with you to provide an appropriate solution in accordance with applicable consumer protection laws.
Missing or Undelivered Parcels
If your parcel has not arrived within the expected delivery period, please contact us with your order number and tracking details, where available.
We will review the shipment information and, where appropriate, raise an enquiry with the delivery provider.
If a parcel is confirmed lost or has not been delivered as required, we will work with you to provide the remedy required under applicable law.
Please contact us before arranging a replacement purchase if you believe your original order has been lost.
Incorrect Delivery Details
Please check your delivery information carefully before completing your purchase.
If you notice an error after placing your order, contact us as soon as possible. We will make reasonable efforts to update the delivery details before dispatch, although changes may not always be possible once the parcel has entered the delivery network.
Additional charges arising from customer-requested address changes may apply and will be communicated where relevant.
This does not affect any rights you may have where a delivery problem is caused by Loomaama or its delivery arrangements.
Voluntary Change-of-Mind Returns
If Your Piece Is Not Quite Right
We understand that choosing a garment online is different from experiencing its texture and character in person.
If your purchase is not quite right, we offer a 30-day voluntary change-of-mind return policy on eligible items.
You may request a return within 30 calendar days of receiving your order, whether you are purchasing from Australia or an eligible international destination.
You may request a return for one or more eligible items from your order. Approved refunds will cover the purchase price paid for the returned items, subject to the conditions of this policy.
Return Eligibility
To qualify for a voluntary change-of-mind return, the item must be:
- Unworn, unused and unwashed, apart from reasonable handling to inspect or try on the garment.
- In its original condition, without damage or alterations.
- Returned with its original product tags attached.
- Returned with its original packaging, where reasonably possible.
- Accompanied by proof of purchase.
Opening the original packaging to inspect or try on your garment does not prevent a change-of-mind return, provided the item otherwise meets our return conditions.
Please contact our Client Care team within 30 calendar days of delivery to request your return.
Once your request has been reviewed, we will provide return instructions and the appropriate return address.
Once your return has been authorised, please send your parcel within 14 calendar days using the instructions provided.
Sale & Discounted Items
Items purchased during promotions or at discounted prices remain eligible for change-of-mind return policy, provided they meet our return conditions.
Products clearly marked as final sale at the time of purchase are excluded from voluntary change-of-mind returns.
These conditions do not affect your rights under applicable consumer protection laws.
Items Excluded from Change-of-Mind Returns
The following items are excluded from voluntary change-of-mind returns:
- Underwear and intimate garments.
- Personalised or custom-made pieces.
- Products clearly marked as final sale at the time of purchase.
- Items that have been worn, washed, altered or damaged after delivery beyond reasonable inspection.
These exclusions apply only to voluntary change-of-mind returns. They do not restrict your rights under Australian Consumer Law or other applicable consumer protection laws.
Return Shipping Costs
For voluntary change-of-mind returns, customers are responsible for return postage, including international return shipping.
Original shipping fees are generally non-refundable for change-of-mind returns.
If your order originally qualified for complimentary standard shipping, we will not deduct the original standard shipping cost from an approved change-of-mind refund. Return postage remains the customer’s responsibility.
Any applicable customs duties, taxes or third-party charges associated with voluntary international returns are the customer’s responsibility, unless otherwise agreed or required by law.
We recommend using a tracked postal service and retaining your postage receipt until your return has been processed.
How to Return Your Purchase
Step 1 — Request Your Return
Email support@loomaama.com.au with your order number, the item you wish to return and the reason for your request.
Step 2 — Receive Return Instructions
Our Client Care team will review your request and provide the appropriate return address and instructions.
Step 3 — Prepare Your Parcel
Pack your garment securely, including its original tags and packaging where reasonably possible.
Step 4 — Send Your Return
Send the parcel using a tracked shipping service within 14 calendar days of return authorisation and retain the tracking information.
For international returns, accurately complete any required customs declarations and identify the shipment as returned merchandise where appropriate.
Step 5 — Receive Your Refund
Once your returned item has been received, inspected and approved, we will process your refund to the original payment method within 5 business days.
Refund Processing
For approved voluntary change-of-mind returns, refunds are processed within 5 business days after approval.
The time required for funds to appear in your account may vary depending on your bank or payment provider.
International refunds may be affected by currency exchange rate movements or independently imposed financial institution fees.
Nothing in this section limits the remedies or refund amounts required under applicable consumer protection laws.
Exchanges
We are happy to assist with exchange enquiries, subject to product availability.
Because Loomaama garments are made by hand, sizes, colours, patterns and finishes may have limited availability. An identical replacement or preferred variation cannot always be guaranteed.
If you would like to exchange an eligible item, please contact our Client Care team with your order number and the details of your preferred alternative.
For voluntary exchanges, any applicable return postage, additional shipping costs or price differences will be explained before proceeding.
For international orders, a return followed by a new purchase may be the most practical option.
Your statutory rights regarding faulty or misdescribed products remain unaffected.
The Character of Handmade Textiles
Naturally Individual
Every Loomaama piece reflects the qualities of its material and the hands that shaped it.
Our hand-spun, hand-knitted natural materials may display subtle variations in fibre thickness, texture, stitch formation and finish. These are natural characteristics of working with traditional techniques, and no two pieces are necessarily identical.
No two handmade pieces are necessarily identical.
Such variations are not necessarily faults when they are consistent with the product’s description and the quality a customer can reasonably expect.
However, genuine defects, damage or significant differences from what was described or represented are not automatically classified as natural variations.
We value the individuality of handcrafted textiles without compromising our commitment to quality or your consumer rights.
Faulty, Damaged or Incorrect Orders
When Something Is Not Right
Every Loomaama garment is carefully prepared and inspected before dispatch.
If your order arrives damaged, contains an incorrect item or does not meet the quality or description you reasonably expected, please contact our Client Care team.
Email support@loomaama.com.au with your order number and a description of the issue. Photographs are helpful where available but are not a condition of exercising statutory rights.
We will review the matter and work with you towards an appropriate resolution.
Repairs, Replacements & Refunds
Under Australian Consumer Law, where applicable, customers may be entitled to a repair, replacement, refund or another remedy, depending on the circumstances.
For a major failure, consumers generally have the right to choose between a refund and a replacement.
For a minor failure, Loomaama may have an opportunity to repair the product within a reasonable time. If the issue is not resolved within a reasonable time, further remedies may be available.
Where a product is confirmed to have a problem covered by Australian Consumer Law, reasonable return costs already paid by the customer will be reimbursed as required by law.
You do not need to retain the original packaging or tags to exercise statutory consumer rights.
These rights are not limited to our voluntary 30-day change-of-mind return period.
For international orders, please contact us before returning an item so we can discuss the appropriate arrangements.
Your Rights Under Australian Consumer Law
Loomaama is an Australian business committed to meeting its obligations under Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
These include guarantees that products are of acceptable quality, match their descriptions and are fit for purposes covered by those guarantees.
Depending on the circumstances, consumers may be entitled to a repair, replacement, refund or other remedy.
Our voluntary 30-day change-of-mind return policy is provided in addition to these statutory rights.
Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified.
International customers may also have rights under consumer protection laws applicable in their country.
Prices & Adjustments
Price Changes After Purchase
Our product prices may change from time to time, including during promotional periods and seasonal sales.
If the price of an item changes after your purchase, we do not ordinarily offer a refund or credit for the difference.
This does not affect your rights under Australian Consumer Law or other applicable consumer protection laws.
Contact Loomaama
We’re Here to Help
Whether you have a question about delivery, need assistance with a return or would like to discuss a piece you have received, our Client Care team is here to help.
For order-related enquiries, please include your order number and the email address used at checkout so we can assist you more efficiently.
For product concerns, including questions about fit, texture or care, you are welcome to include the product name, a brief description and photographs where helpful.
Loomaama Client Care
Email: support@loomaama.com.au
Website: www.loomaama.com.au
We’ll respond as soon as possible.