Shipping
How to benefit from free delivery?
For any order are free Delivery charge , take advantage of free shipping for UAE, European Union, from Dubai for the rest of the world.
What are the delivery times?
For UAE orders we take 1-2 days The delivery time depends on the delivery method chosen during the validation of your order. For international orders 3-5 days , The average delivery time will be indicated when placing your order.
What delivery methods are available?
The available delivery methods will be offered to you upon validation of your order. We work with Aramex , and other certified shipping company.
How do I track my online order?
In order to track your order, a tracking number will be sent to you by email once your package has been shipped. If you placed your order using a customer account, the tracking of your package will be available in your customer account, under “My Orders”.
Is it possible to make an appointment online for an in-store consultation?
It is not possible to make an appointment in a store via our website. You can find out where your nearest sales outlet is by using our online Store Locator.
Which countries do you ship to?
For (Middle east & GCC , Africa ) 3-5 days
For( Asia , Europe , East Europe ) 5-7 days.
For UAE 1-2 days.
How do I add, delete or modify a delivery address after placing my order?
If you would like to modify or complete the delivery address for your order (i.e. zip code, street number, typo or additional information), we invite you to contact our Customer Care as soon as possible. Once your order has been confirmed, we cannot guarantee that it can be modified. However, we will do our best to accomodate your request.
How do I deliver to an address other than my home?
When ordering online, you can enter a different address for delivery and billing.
What if I am not at home during the delivery?
If you cannot be present for the delivery of your order, we invite you to contact the carrier of your order (DHL, FEDEX and Aramex) by indicating your tracking number.
Return
What are the return conditions?
You have 2 calendar days from the date of delivery to exercise your right of withdrawal and request a refund for the product(s) ordered that were not satisfactory for you. Any product that is opened, damaged, used, bears marks, has been modified or is not returned in its original packaging is not subject to the right of withdrawal. Please note that personalized products can not be exchanged or refunded. we send sample 5ML for test with every order, you can try the perfume before you open packaging of your order.
What is the withdrawal period?
You have 2 calendar days from the date of delivery to exercise your right of withdrawal and request a refund for the product(s) ordered that do not give you satisfaction.
What is the repayment period?
Refund is made using the same payment method as the order, within a maximum period of thirty (30) days after exercising the right of withdrawal, subject to the compliance conditions mentioned above.
How much will my refund be?
We will reimburse you for the full amount paid, including shipping costs. However, the return shipping fees are at your charge.
Are delivery and return costs refundable?
We will reimburse you for the full amount paid, including shipping costs. However, the return shipping fees are at your charge.
Can I receive my refund on a different payment card than the one used for the purchase?
For safety and legal reasons, we will refund the money to the payment method used to make the purchase.
Issue with my order
How to benefit from free delivery?
Email us at: hello@loomperfume.com
Your feedback and questions are important to us. We may be busy preparing orders, but will get back to you as soon as possible. Please allow 24-48 hours during business days (Monday-Friday) for a response regarding questions about your order. For all other questions, we will get back to you as soon as possible.
How do I modify or cancel my online order?
If you wish to cancel or modify your order, please contact our Customer Service as soon as possible. Once an order has been submitted, we cannot guarantee that it can be cancelled or modified. However, we will do our best to accomodate your request.
How do I change my delivery address on an order that has already been validated?
If you would like to modify or complete the delivery address for your order (i.e. zip code, street number, typo or additional information), we invite you to contact our Customer Care as soon as possible. Once your order has been confirmed, we cannot guarantee that it can be modified. However, we will do our best to accomodate your request.
I have not received my order confirmation, what should I do?
Once your order has been confirmed, an order confirmation email will be sent to the email address you provided. If you have not received this email, check your spams. Please contact Customer Care if needed.
How do I report an incomplete / damaged / non-compliant order?
We sincerely apologize for this inconvenience. We invite you to contact our Customer Care by email at the following address upon receipt of your package: hello@loomperfume.com
How to report a non-received order?
We sincerely apologize for this inconvenience. We invite you to contact our Customer Care by email at the following address as soon as possible: hello@loomperfume.com
Various
How do I receive an invoice for my online order?
If you would like to obtain a copy of your invoice, please contact our Customer Care, with your order number: hello@loomperfume.com
How to place an order online?
We invite you to browse through our website catalogue, select a category from the menu or click on our selection highlighted on the home page. Once you have selected your item, and add it to your shopping cart by clicking on “Add to Cart”. You can continue shopping by clicking on “Continue Shopping” or access your cart by clicking on “View Cart”. Once in your cart, You can then proceed to the next step by clicking on “Finalize my order”. We advise you to create an account on our site in order to have access to exclusive advantages.
How do I get help choosing a gift online?
Our website allows you to search or filter our perfumes by Collections but especially by olfactive families which will help you to make your choice if you already know what kind of fragrance you want. Moreover, if you have a favorite ingredient, you can indicate it in the search bar.
But don’t hesitate to contact our team at hello@loomperfume.com They will be happy to help you find the perfume that suits you best or the ideal gift.
Is it possible to add a personalized message and gift wrapping to my order?
Each order is packaged in a branded, colored, and luxurios gift bag (samples set and samples orders are not eligible). However, personalized messages are not yet available on our website.
How do I track my online order?
When your order is validated and handed over to our carrier, you will receive an email with the tracking number of your order. You can also find this tracking number in your customer account.
If you can’t find the tracking number, please contact our customer service: hello@loomperfume.com
Are all products available online?
You will find on our site the products currently available online. Some items may be temporarily out of stock. If you cannot find the product you are looking for, you can add to favourite or please contact our Customer Service for pre-booking .
Contact us
How to apply to Loom perfume?
If you wish to send us a spontaneous application, we invite you to send us your resume accompanied by a cover letter at Hello@Loomperfume.com
I want to be an affiliate partner
Thank you very much for your interest in Loom perfume. If you would like to apply to become one of our affiliates, please send an email to our customer service: hello@loomperfume.com
What address can I send an mail to?
If you wish to have an epistolary relationship with Loom perfume, please write to the following address :
Loom ssh Trading
UAE, Dubai
Marina Plaza , office 2902
How to contact Customer Service?
Email us at: hello@loomperfume.com
Or call : +971509788314
Your feedback and questions are important to us. We may be busy preparing orders, but will get back to you as soon as possible. Please allow 24-48 hours during business days (Monday-Friday) for a response regarding questions about your order. For all other questions, we will get back to you as soon as possible.
Voucher
How to use a voucher?
To use your voucher code, simply enter it in the space provided in the summary of your order during checkout, then validate.
My code is not working
We are sorry to hear about this inconvenience. Most of the time the code doesn’t work because you didn’t follow the instructions.
If the code allows you to receive a free product, have you thought about adding the product to your cart so that it becomes free? Moreover, most of the codes have a minimum purchasing amount to be valid.
If the problem persists, please contact our customer service: Hello@loomperfume.com
Is it possible to use several codes for the same order?
Our codes are not cumulative, you can only use one code per order. If you have several codes, choose the one you prefer.
For how long is the Discovery set voucher valid?
The voucher received after ordering a discovery set is valid during 3 months from the date of receipt.
Payment
What payment methods are available on the website?
You can pay on our website with Credit Card, Visa, Master Card, and/or with a cash on delivery are accpected to UAE orders only. account. All payments methods are secured. Cards issued by banks outside France must be international cards. When paying by credit card, you will need to fill in the following information: card type / card number / expiration date / cryptogram number.
Is the payment on the site secured?
We take the security of our customers’ bank details very seriously. All payments on our site are fully secured and protected with our certified & trusted payment gateway co in UAE.
When will my bank account be charged for my purchase?
The order is shipped after the payment method has been verified and the credit card authorization has been received. The order is paid in one time. In case of any product unavailability, our Customer Service will inform you and offer you the possibility to maintain or cancel your order and return your payment back.
About our products
Why does the perfume packaging I received does not reflect the one shown on the website ?
In constant improvement of our customer experience, the coloring of some of our fragrances were reworked in order to be more uniform with the rest of the collection. Please note that the change in the color of the juice did not affect the smell, the long lasting and the wake of our fragrances.
Why does my perfume not have the same color as my previous perfumes?
In constant improvement of our customer experience, the coloring of some of our fragrances were reworked in order to be more uniform with the rest of the collection. Please note that the change in the color of the juice did not affect the smell, the long lasting and the wake of our fragrances.
How to find the ingredients of a product?
All the ingredient lists of our fragrances are physically available on the bottom of the box and on the sample cards. The ingredient lists are also available directly on our website, on all our product pages.
How do I report a reaction or intolerance to a product?
Loom perfume products are subjected to numerous and rigorous tolerance tests at all stages of development and meet the most stringent international standards, in order to eliminate any substance with allergenic or irritant properties. However, in the case of discomfort or intolerance, we invite you to contact our Customer Service. Consult a doctor if necessary.
Account
Why create an account on our site?
We invite you to create an account, which will allow you to :
– track your online purchases, consult your order history
– manage your personal information
– manage your subscription to our newsletter to follow our news
– access a set of personalized services
Is it necessary to create an account to place an order online?
In order to place an online order, three options are available to you:
Option 1: use your already created customer account
Option 2: create an account when ordering
Option 3: place an order as a guest
How to create an account?
To create your customer account, go to the “My account” section, located in the top menu of our site. Click on “Create your account”, fill in the required information and validate. A confirmation e-mail will be sent to the address you provided when creating your account. You can also add the selected products to your cart, then access your cart and click on “Create your account”, fill in the required information and validate. A confirmation e-mail will be sent to the address you provided when you created your account.
How do I modify or delete my account?
For any questions relating to gathering and processing of your personal data by Loom perfume, please contact our data protection officer by email at the following address: hello@loomperfume.com
How to recover a forgotten password?
To reset your password, click on “My Account” and then on “Forgot your password? You will then be able to enter your email address to receive a message to reset your password.