Refund policy

Last updated: 2 September 2026

We want you to love your LOOMÉ bag. This policy explains how cancellations, returns and refunds work. It follows the Israeli Consumer Protection Law, 1981 (חוק הגנת הצרכן) and the Consumer Protection Regulations (Cancellation of a Transaction), 2010. If you have any question, email us at itsloome.store@gmail.com.

Changed your mind? You have 14 days

You may cancel your order and return a bag within 14 days from the day you receive it (or from the day you receive the order documents, if that is later). This applies to our standard designs and colours as shown on the website.

To cancel, email itsloome.store@gmail.com with your order number and the bag you want to return, or use our Cancel an order page. We will reply with the return address and instructions. Please do not send anything back before you hear from us.

The bag must be unused and in its original condition, with its original packaging (including the dust bag, if one was included).

What we refund

We refund the amount you paid within 14 days of receiving your cancellation notice, to the same payment method you used. Please send the bag back as soon as possible after cancelling.

As allowed by Israeli law, we may charge a cancellation fee of 5% of the price or ₪100, whichever is lower.
You pay for the return shipping. We recommend a tracked service, because the bag is your responsibility until it reaches us.
If the bag comes back used or damaged, we may reduce the refund by the loss in value, as the law allows.

Damaged, faulty or wrong item

Please check your order when it arrives. If the bag is damaged, faulty, or not what you ordered, email us within 7 days of delivery with your order number and clear photos. We will arrange the return at our cost and offer you a repair, a replacement, or a full refund including shipping. No cancellation fee applies in this case.

This does not limit your rights under the law. You may also cancel because of a defect within the 14-day period.

Custom orders

Custom bags (a colour or hardware change made specially for you) are excluded from the 14-day cancellation right, because they are made to your request. Under Israeli law, goods made specially for the customer cannot be returned.

You can still cancel a custom order before we start making it. If a custom bag arrives damaged, faulty, or different from what we agreed, we will put it right, as described above.

Exchanges

We do not offer direct exchanges. If you would like a different bag, return the first one as described above and place a new order. We are happy to help you choose.

International orders

The same rules apply. Return shipping and any customs charges on a returned parcel are paid by the customer, unless the return is because of a fault or our mistake. Import duties or taxes you paid to your country are not refunded by us; you may be able to claim them back from your local customs office.

If you live in the European Union or the United Kingdom, you may also have rights under your local consumer law.