Cancellation Policy

Thank you for choosing LoomLuna. Each of our custom curtains is carefully handcrafted to your exact measurements and style preferences. Because of the personalized nature of our products, please review our cancellation policy before placing your order.

1. Cancellation Window

You may cancel or modify your order within 12 hours of purchase without any charge.

  • To request a cancellation, please email services@loomluna.com with your order number and request details.

  • After 12 hours, our workshop begins the production process, and materials are specifically cut and prepared for your unique order.

2. Made-to-Order Products

For all custom-made and personalized curtain products:

  • Orders over 12 hours: Any cancellation or modification request (such as changes to size, color, or material) will incur a 25% restocking/labor fee of the product price.

  • Once Production has Started: Your order cannot be fully cancelled as each piece is tailor-made and cannot be resold.

  • Minor Adjustments: If you wish to adjust measurements or make minor changes after production has begun, please reach out to our support team. We will do our best to accommodate your request, though additional costs may apply.

  • Shipped Orders: Orders that have already been shipped cannot be cancelled. Please refer to our Return Policy for more details.

3. Standard Products & Accessories

Orders for ready-made accessories or non-custom decor items may be cancelled before shipment without penalty. Once the order has been shipped, standard return procedures will apply.

4. How to Request a Cancellation

  1. Email services@loomluna.com with your Order Number and "Cancellation Request" in the subject line.

  2. Our customer service team will confirm whether your order is still eligible for cancellation based on its production stage.

  3. Approved cancellations will be refunded to your original payment method within 5–10 business days.

5. Need Assistance?

If you have questions about your order status or cancellation eligibility, please contact our support team: 📩 Email: services@loomluna.com 🕓 Hours: Monday–Friday, 9:00 AM–5:00 PM (EST)

Frequently asked questions