For the fastest help, email contact@loomciela.com with your order number and the email address used at checkout. You can also call +1 505-234-6818. Support hours are 9:30 AM to 5:00 PM PT, Monday through Sunday.
Change a size or address
Contact us within 6 hours after placing the order. Include the exact change you need. We will try to update the order before production begins, but a change cannot be guaranteed after that point.
Check production or delivery
Made-to-order production normally takes 4 to 6 business days. After shipment, standard transit normally takes 7 to 11 business days. If tracking was just issued, allow up to 72 hours for the carrier to record the first scan.
Tracking shows delivered, but the package is missing
Check the delivery area, household members, building office, and nearby locations first. Then contact the carrier using the tracking number. If the package is still missing, email us with your order number and the steps already taken.
The cover is damaged or incorrect
Keep the cover and packaging. Email us with the order number, a description of the issue, and clear photos of the item, shipping label, and packaging. We will review the case and explain the available resolution.
Start a return
Eligible physical products may be returned free within 30 days after delivery. Contact us before mailing anything. Approved returns receive instructions and a prepaid label, and LoomCiela does not charge a restocking fee.
Do not send a return to the registered business address. Customer care will confirm the authorized return location after approving the request.