Return/Exchange

Returns and exchanges are made from your LOOW account. Log in with the email address you used for your order. We send you a six-digit code by email, so there is no password, and you do not need to create an account first: your orders are already there.

Log in and start your return

How it works

Find the order under Orders and choose Exchange or return. Select the items you are sending back, the reason, and whether you would like your money back, store credit with 5% extra or, from Denmark and the EU, another size or colour. You can choose differently for each item in the same return.

From Denmark you get a QR code: show it at a GLS parcel shop and they print the label for you. From other countries you download a return label as a PDF and print it. From outside the EU the PDF also contains three copies of a customs invoice we have filled in; sign and date each copy and put them in a document pouch on the outside of the parcel. You can follow the return and download the label again under View your return on the order.

Free from Denmark and the EU

You can return unused, unwashed items bought on loow.com within 365 days. As a WOOL Club member you can also wear and wash the clothes for 30 days and still return them. Returns and exchanges are free from Denmark and the EU. Returns from outside the EU carry a return fee; the prices are listed in our Terms of Service.

Store credit is the approved refund amount plus 5% and is added to your LOOW account. A refund to the original payment method does not include the 5% bonus.

Received LOOW as a gift?

If someone else placed the order, you will not find it in your account. Write to us at wool@loow.com and we will help you with the exchange.