Order Cancellation before Shipment
If you need to cancel your order, please do so within 12 hours to receive a refund.
Contact us at cs@loobek.com.au to cancel your order immediately. Please provide your order details, including the order number and the receiver’s name or email address. Your refund will be processed, and a credit will be applied to the original payment method within 3-7 business days.
For any shipments that are not fulfilled or shipped out after label creation, orders that exceed 10 business days may choose between cancellation or a refund.
Order Cancellation after Shipment
If you need to cancel your order after 12 hours of placing it but before the item is delivered, you will receive a refund minus a recall fee of $25 (or the actual recall costs if they exceed $25). Once we receive the returned item, a refund minus the recall fee will be credited back to your original payment method within 3-7 business days.
Returned Item
If you need to return an item, you can request a return label from us. Please notify us in advance of your return and provide images and videos of the product and the packaging. This will help us prepare for the return and ensure a smoother return process.
Defective Item
If you believe you have received a defective or faulty product, please contact us immediately at cs@loobek.com.au before returning the item. We are committed to resolving the issue as quickly as possible and will assist you with troubleshooting, repairing, or replacing the item. Please do not attempt to fix or modify the item yourself, as this may void any applicable warranty or return policy.
Received the Wrong Item
While we follow careful order-picking procedures to ensure accuracy, there may be instances where you receive the wrong item. If this happens, you can choose to keep the incorrect item with a partial refund or request the correct item. If you decide to request the correct item, we may offer you a free return shipping label. Please contact us at cs@loobek.com.au and provide your order details, and we will assist you with the next steps. Upon receiving the returned item, we will send you the correct item or issue a refund, as requested.
Item Damaged During Transit
If you receive an item damaged during shipping, please reject the delivery immediately and contact us at cs@loobek.com.au. We will work with the shipping company to expedite a replacement order. Alternatively, you can request a refund after we have submitted a damage claim with the shipping company and received confirmation. Please provide us with images and videos of the damaged product and packaging, as we may need them for the claim process.
Missing or Lost Item
If you suspect your package is missing or lost, please contact our customer service team at cs@loobek.com.au with your order number and tracking number. We will initiate a lost package claim to help recover your missing or lost package. Please note that this process may take up to 7 days to receive formal confirmation from the shipping company.