FAQ

Ordering

How do I place an order?
Choose your size and colour on the product page, add to cart, and check out. You will get a confirmation email within a few minutes — if it does not arrive, check your spam folder before contacting us.

Which payment methods do you accept?
All major credit and debit cards through Shopify Payments, plus PayPal and Shop Pay. Your card details go straight to the payment processor — we never see or store them.

Can I change or cancel my order?
Yes, as long as it has not been processed yet. We usually start processing within 12 hours, so email support@borealloom.com with your order number as soon as possible. Once an order has been dispatched it cannot be cancelled, but the 100-Night Guarantee still applies. Monogrammed items go into production immediately and cannot be cancelled once processed.

Are prices in Canadian dollars?
Yes. All prices are in CAD. Applicable sales taxes are calculated at checkout.

Shipping & delivery

How much does shipping cost?
Nothing. Standard shipping is free on every order to Canada, with no minimum spend and no hidden fees.

How long will my order take?
Processing takes 1–3 working days, and transit is typically 6–10 working days — so 8 to 14 working days in total, depending on your province. Monogrammed items need an extra 2–4 working days for embroidery. Remote areas and the Territories can take a little longer, as can peak periods like Black Friday and the holidays.

Where do you ship from?
Our products are shipped from international warehouses through our logistics partners. Parcels are declared so that you should not be asked for customs duties or brokerage fees. If you ever are, send us a photo of the receipt and we will refund it.

Can I track my parcel?
Yes. You will get a shipping confirmation email with a track & trace link. Tracking can take 24–48 hours to show its first scan. If it has not moved in 7 working days, email us and we will open a trace with the carrier.

Do you ship outside Canada?
Not at the moment. We currently ship to Canada only.

Returns & the 100-Night Guarantee

What is the 100-Night Guarantee?
Every Boreal Loom product is covered for 100 nights from delivery. If it is not right for you, contact us within that window to arrange a return, exchange or store credit.

How do I start a return?
Email support@borealloom.com with your order number, which item you want to return, the reason, and whether you would like a refund, an exchange or store credit. We will reply with approval and the return address. Returns sent without prior approval cannot be accepted.

Who pays for return shipping?
If you have changed your mind about a size, colour or style, return shipping is at your cost, and returns may need to travel to a warehouse outside Canada. If the item arrived damaged, defective or incorrect, we cover it entirely — just send us a photo within 7 days of delivery. Always use a tracked service; without tracking we cannot verify the return.

What condition does the item need to be in?
Clean, undamaged, free of stains, odours and pet hair, with all pieces of a set included. Original packaging where possible. Monogrammed items and final-sale products cannot be returned unless there is a fault on our side.

When will I get my refund?
Once we receive and inspect the return, we confirm by email and refund your original payment method within a maximum of 30 days — usually much sooner. Your bank may take a further 5–10 business days to show it. Store credit is issued immediately.

Sizing & personalisation

Which size should I choose?
Every product page has a size chart with exact measurements. For blankets, think about how you will use it: a throw for one person on the sofa, a larger size if you want to share or cover a bed. For clothing, if you are between two sizes we recommend going up — our loungewear is meant to be relaxed.

Can I add a monogram?
On most items, yes. Select the personalisation option on the product page and enter the initials or name exactly as you want them embroidered — please double-check the spelling, as personalised items cannot be returned for a change of mind.

Fabric & care

What are your products made from?
Mostly layered cotton muslin, brushed fleece and cooling blends. Each product page lists the exact composition and weight. All of our fabrics are hypoallergenic and gentle on sensitive skin — including babies' — and free of harsh finishes.

How do I wash them?
Machine wash cold or warm on a gentle cycle with a mild detergent, and tumble dry low. Skip the fabric softener — it coats the fibres and stops muslin from getting softer. Wash monogrammed items inside out. Muslin is designed to become softer with every wash, so the more you use it, the better it feels.

Will the colours fade?
Washed cold and dried low, no. We would still avoid drying anything in direct sunlight for long periods.

Still need help?

Email support@borealloom.com and a real person will get back to you. We are available seven days a week and usually respond within 24 hours.