FAQ

If the questions below have not provided you with the necessary assistance, please contact us here.

1. When can I contact customer service?

We are available to our customers on weekdays from Monday to Friday, from 10:00 to 16:00. You can e-mail us at any time and we'll try to respond as soon as possible at hello@loofloof.com

2. I sent you an e-mail. How long will I wait for an answer?

We try to respond as soon as possible and before shipping. For an immediate reply you can contact us via Facebook or Instagram during business hours. When it comes to e-mail, count with the answer within a few hours. We are available from Monday to Friday, from 10:00 to 16:00 - CET (Central-European time).

3. How do I know what size to choose?

KA size chart is available for all items in our e-shop. Here you will find detailed information about the sizes of a specific product. Because sizes may vary between categories and collections, it is important that you check out the size guide for each specific product. Of course, if you order the wrong size, we offer a 21 - day exchange / return option.

4. Which countries do you send to?

We do not have a full list of all countries we currently ship to, but there are some examples down on this page. However, we are sending to almost all EU countries. Outside the EU, we ship with DHL according to the current price list. Contact us and we will be happy to help you with your order.

5. I don't live in any of the locations, how can I place an order?

In this case, please contact us directly at hello@loofloof.com

6. I just created an order, can I cancel it?

E-mail us at hello@loofloof.com and we will cancel your order if we haven't shipped yet. Unfortunately, we cannot cancel orders that have left our warehouse.

7. I have made two orders today. Can you merge them into one?

E-mail us at hello@loofloof.com and if we haven't shipped yet, we'll match them. Unfortunately, we're unable to edit any orders that have left our warehouse.

8. Can I change the delivery address of an order that has been placed?

No, we only ship to the customer's shipping address listed in the order and can no longer be redirected.

9. I noticed that I entered the wrong postal code / apartment and the package is now returning to the sender. What are the next steps to resend a package?

As soon as the package has been returned to our warehouse, and the problem was the wrong address, we will contact the customer. We will send the order again to the correct address after agreement.

10. The package was damaged when I got it, what should I do?

When receiving an order, check that it has not been damaged during shipping. If any damage is found, report it directly to the carrier. If you do not report it immediately and then return home and find that the goods are damaged, it is more difficult for us and the shipping company to solve the problem.

11. Can I personally pick up my online order?

Unfortunately. We only ship orders by contracted carriers.

12. I just received my online order. Can I return it?

Yes, please review our Return / Exchange Policy. If you need to make an exchange, simply click here and follow the instructions on the page.

13. Damaged or defective goods?

If you have received the defective goods, please contact our customer service by e-mail or telephone before returning it to us.

14. Can I exchange my item for a higher price item if I pay the difference?

Yes. Create a new order and follow the instructions here.

15. What is the delivery time of the shipment?

Orders received in the morning are usually shipped on the same business day. If we have a bigger discount or special offer in our e-shop, shipments are sent in the order of received orders and can be dispatched within 3-4 working days. Delivery time for Slovakia is 2-4 working days. Delivery time within the Czech Republic is 1-3 working days according to the selected carrier. Delivery to other countries depends on the particular transporter and country.

 

What is the shipping cost?

Some chosen countries:

Austria - 5,80 EUR, Germany - 4,50 EUR, United Kingdom - 5,50 EUR, Poland - 3,70 EUR, Hungary - 4,30 EUR, Portugal - 7,50 EUR Belgium - 8 EUR, Denmark - 8,50 EUR, France - 6,50 EUR, Italy - 8,50 EUR, Belgium - 8 EUR, Spain - 7,70 EUR, Croatia - 5,30 EUR Finland - 15 EUR, Greece - 7,40 EUR, Russia - 11 EUR, Slovenia - 4,80 EUR, Ukraine - 5,20 EUR USA - $ 11,50, Canada - $ 35 Japan - $ 32, Taiwan - $ 18