Returns & Refunds

You can cancel an order yourself, free of charge, any time before it's marked as dispatched — go to My Orders and select Cancel Order on the order in question.

If the order was already paid, cancelling it triggers a full refund to your original payment method immediately. Your bank or card issuer typically takes 5–10 business days to post the refund to your statement — that part is outside our control and standard across all card issuers, not specific to Lootonie.

Once an order has shipped, it can no longer be cancelled this way — see returns below.

You have 30 days from the delivery date to request a return. Items must be unused, in their original packaging, and in the condition you received them.

To start a return, go to the order on My Orders and select Request a Return, then choose which items and quantities you'd like to send back. We'll review the request and, once approved, refund you automatically.

If an item arrives damaged or isn't what you ordered, contact us within 48 hours of delivery with photos of the item and packaging, and we'll arrange a replacement or refund at no cost to you.

All refunds are issued to your original payment method — we don't offer store credit or cash refunds. Once a refund is processed on our end, expect 5–10 business days for it to appear on your statement.

Gift cards, clearance/final-sale items, and personal care items that have been opened or used aren't eligible for return, except where the item arrived damaged or defective.

Reach out any time through our Contact page and we'll get back to you.