Refund policy


1) In short

  • 365-day return policy for items purchased on loow.com
  • Outside the EU: you can still return within 365 days, but return shipping is normally paid by the customer(see section 6).
  • The Wool Club member benefit: 30-day “Try it in real life” — membership is required. As a member, you may wear and wash the garment within the first 30 days and still return it under the same pricing/terms as in sections 4–6. You can join The Wool Club in the cart before checkout.
  • Free returns in Denmark and EU countries for the full return period.
  • Free exchanges in Denmark and EU countries.
  • Store credit: if selected in the return portal, store credit is issued for the approved refund amount plus 5%. A refund to the original payment method does not include the 5% bonus.

Start a return here: loow.com/return


2) Right of withdrawal (EU customers)

If you are an EU consumer, you have a statutory 14-day right of withdrawal under applicable consumer law.
In addition, LOOW offers an extended 365-day return policy, see section 4.

The withdrawal period expires 14 days from the day you receive your item. If your order is delivered in multiple shipments, the period runs from the day you receive the last item.


3) How to request a return

To return an item, you can:

  • email us at wool@loow.com, or
  • use our online return flow: loow.com/pages/return

Refusing delivery does not count as a valid withdrawal/return request unless you also notify us.


4) LOOW’s extended return policy: 365 days

You may return items purchased on loow.com within 365 days from the date you receive your item (or the last item in the order).

Condition requirements

  • Days 0–30: You may return the item after normal try-on (as you would in a physical store). Members of The Wool Club can also use the Wool Club wear-and-wash benefit described in section 5.
  • After 30 days and up to 365 days: The item must be returned in the same condition as received (not used beyond normal try-on).


5) The Wool Club member benefit: 30-day “Try it in real life” (wear + wash)

The 30-day Try it in real life benefit is available to members of The Wool Club at every membership tier. You can join in the cart before checkout. When your membership is registered for the order, you may:

  • wear the garment,
  • wash the garment,
  • and still return it within 30 days from delivery.

Important

  • The benefit applies only when your Wool Club membership is registered before checkout for that specific order/item.
  • Returns within the 30 days follow the same pricing/terms as sections 4–6.


6) Return method & return shipping costs

Denmark and EU countries

  • Returns within Denmark and EU countries are free (we provide a return label / return solution via the return portal).
  • Exchanges within Denmark and EU countries are free, including shipment of the replacement item.

Outside the EU

  • You may return within 365 days, but return shipping is normally paid by the customer.
  • Return shipping using our solution is 19 EUR outside the EU and 29 USD from the USA. Alternatively, you may arrange and pay for a trackable return yourself.

Start a return: loow.com/return


7) Refunds

Once we receive and process your return, we will refund the item value to the same payment method used for the purchase, unless otherwise agreed.

If you choose a refund as store credit in the return portal, the store credit is issued for the approved refund amount plus 5%. A refund to the original payment method does not include the 5% bonus.

Where applicable under consumer law, standard outbound shipping may be refunded (but not any premium shipping upgrades you selected).

We may withhold the refund until we have received the returned goods or you provide evidence that you have sent them back.


8) Duties, taxes & import fees

Please note that customs duties, import taxes, and similar charges paid at checkout or upon import are generally non-refundable, as these amounts are charged by third parties/authorities.


9) Defective items / warranty claims

If your item is faulty (e.g., a material or manufacturing defect), please contact wool@loow.com with a description and photos if possible. If the claim is valid, we will cover reasonable return shipping costs.


10) Contact

LOOW ApS
Aage Beks Vej 14, 8920 Randers, Denmark
Email: wool@loow.com
Phone: +45 31625331

 

Standard cancellation form
(This form is only to be filled in and returned when the right to cancel is exercised.)

To:
LOOW
Aage Beks Vej 14
8920 Randers
Denmark
E-mail: wool@loow.com
I wish to make use of the right to cancel in a purchase agreement concerning the following goods/services:
__________________________________________________________________________________

Ordered, date: _______________________________ Received, date: _______________________________

Consumer’s name: ______________________________________________________________________

Consumer’s address: ___________________________________________________________________

Consumer’s signature: _________________________________________ Date: _________________
(only if the content of the form is given on paper)


This return and refund policy was last updated on 02.07.2026