Refund policy

Important: please read our returns policy carefully. By placing an order you agree to the terms below.

Boreal Loom is an online retailer operating exclusively online. We work with international fulfilment partners and do not operate a physical store.

Our 100-Night Guarantee

Every Boreal Loom product is covered by our 100-Night Satisfaction Guarantee. If you are not happy with your purchase, you can request a return or exchange within 100 nights of delivery. After this period we are unfortunately unable to offer a refund or exchange.

Cancellations

You can cancel your order free of charge as long as it has not yet been processed or dispatched. We process orders quickly (usually within 12 hours), so please contact us as soon as possible at support@borealloom.com with your order number.

Please note: once an order has been processed or dispatched it can no longer be cancelled, but you can still use the 100-Night Guarantee once it arrives. Personalised (monogrammed) items enter production immediately and cannot be cancelled once processed.

Return conditions

  • The product must be clean, undamaged, free of stains, odours and pet hair, and returned with all pieces of a set. Where possible, please use the original packaging.
  • Personalised (monogrammed) products cannot be returned or exchanged unless they arrive damaged, defective, or personalised incorrectly by us.
  • Final-sale items and gift cards cannot be returned.
  • Returns sent without prior request and approval will not be accepted and cannot be refunded.

How to return an item

Please contact us first at support@borealloom.com and include:

  • your order number;
  • the item(s) you wish to return and the reason;
  • a photo of the product if it is damaged or incorrect;
  • whether you would like a refund, an exchange or store credit.

Once your request is approved you will receive return instructions and the return address. Please note: our returns are processed through our international logistics partners, so return shipments may need to be sent to a warehouse outside Canada. Please ship the item within 14 days of approval.

Return shipping and risk

  • Change of mind, size or colour: return shipping costs are your responsibility. The exact cost depends on the courier you choose. Original shipping charges, if any, are not refunded.
  • Damaged, defective or incorrect item: if the return is the result of an error on our part, we cover the cost. Contact us within 7 days of delivery with a photo, and we will send a replacement or a full refund.
  • Always use a tracked shipping service. Return parcels travel at your own risk; without a tracking number we cannot verify your return and cannot issue a refund.
  • Exchanges: once your return is approved and received, we ship the replacement to you free of charge.

Refunds

Once we have received and inspected your return, we will email you to confirm whether the refund is approved. Approved refunds are issued to your original payment method within a maximum of 30 days (usually much sooner). Depending on your bank, it may take a further 5–10 business days for the amount to appear on your statement. Store credit is issued immediately by email.

Haven't received your refund after 30 days? Please check your bank account first, then contact us at support@borealloom.com.

Your legal rights

This guarantee is offered in addition to, and does not limit, the rights you have under the consumer protection laws of your province.

Questions?

 

Email us at support@borealloom.com. Our customer service team is available 7 days a week and usually responds within 24 hours.Â