FAQ's

You can track your orders after logging in by going to My Account - My Orders – Track Order..

You can check the estimated delivery date by going to My Account – My orders – Track Order..

At The Loum we strive our best to provide our customers with timely service however, during busy days or unexpected circumstances there could be slight delays in deliveries..

All orders can be refunded within 7 days of receiving the shipment by submitting a return request, this can be done by going to My Account – My Orders – View Order – Choosing the return reason and click on Return. Once the request has been generated, a delivery person will get in touch with you to pick up the order from you. The amount shall be refunded back to the same account within 15 days or will be transferred to your account if payment was done in cash. All returned items should be sent in their original condition and packaging including tags. In the unlikely event that an item is returned to us in an unsuitable condition or outside of the 14 days return policy, we reserve the right not to refund you. If you want these returned to you, we may request that you cover the delivery cost..

We currently don’t offer an exchange on purchased items. Hence, in case you need to get a different size or item you need to refund the item and place a new order. Alternatively, you contact our customer care team at customercare@theloum.com and we will arrange the exchange for you..

The order once placed and paid for cannot be cancelled. However, you can still send us an email on Customercare@theloum.com and if the order wasn’t shipped yet we’ll try to cancel your order..

You can’t make any changes to your order once it has been confirmed. However, if you wanted to add an item right after your purchase you can place a new order and contact us to wave the shipping cost if the first order was not shipped. And in the case where you wanted to remove items from your purchase get it touch with us and we will do our best as long as the shipment was not sent..

In case you have received a wrong order, kindly contact our customer care team at customercare@theloum.com and we will fix this issue immediately..

You can pay for your order at check out through cash on delivery, credit/debit cards or Apple pay..

If your payment was declined you need to place your order again. If the issue occurred again contact our customer care team at customercare@theloum.com or through the live chat on our website and we will help. The reason for declining payment may vary due to incorrect account information, incorrect security code, or due to some error from the bank or website..

Purchasing a gift card is quite easy! All you need to do is to go to Gift Cards on the bottom of the website or go to My Account – Gift Card – Shop Gift Cards then choose your preferable gift amount. Next step will be typing in the recipient’s email, write a personalized message then continue to checkout. Once you have purchased the gift card the recipient will receive an email with the message and redemption code on the date you choose and they can immediately enjoy your gift.

You can easily redeem your gift card by going to My Account - Gift Card - Activate Gift card. On this page, you need to enter the code received on your email and the amount will be automatically added to your store credit for you to enjoy..

We currently offer two delivery options: Express Delivery (3 - 7 days) Standard delivery (7-14 days).

We try our best to accommodate all orders on time, however, during peak days and due to unexpected circumstances the delivery could sometimes be delayed..

During checkout you have the option to save multiple addresses for your convenience and you could easily choose one of those saved addresses..