FAQ
We want you to have a great experience with LOON, from the moment you put the first item in the basket to the moment you have your new favourite on. Here you’ll find answers to the most common questions. If you can’t find the answer, you’re always welcome to write to us at hello@looncph.com.
Order
Can I change or cancel my order?
Write to hello@looncph.com as soon as possible and we’ll help you. Once the order has been packed, unfortunately it can no longer be changed.
Can I add an item to my order?
It isn’t possible to add items to an order once it has been placed. You’re welcome to place a new order.
I haven’t received an order confirmation
Check your spam or promotions folder. If you can’t find it, there may be a typo in your email address. Write to us and we’ll help you.
How do I use my discount code?
Add your items to the basket and enter your code in the “Discount code” field at checkout. The discount is deducted immediately and you can see it on your order summary.
Payment
Which payment methods can I use?
We accept Visa, Mastercard, Dankort, Maestro, American Express, MobilePay, Apple Pay, Google Pay, PayPal, Shop Pay and Klarna. We charge no card fees.
When is the money charged?
The amount is reserved on your account when you order and is only charged when we ship your order. For card payments within the EEA you need to approve the payment, e.g. with MitID or your bank app.
Delivery
How much is shipping?
If you buy 2 or more items, shipping is free in all the countries we ship to, except Norway.
Shipping prices in Denmark:
Shipping prices in Denmark:
- Parcel shop, 2 or more items: free
- Parcel shop, 1 item: 39 DKK
- Home delivery: 59 DKK
When will I get my order?
If you order before 12:00 on a working day, we ship your order the same day. Orders after 12:00 and at weekends are shipped the next working day.
Delivery in Denmark typically takes 1–2 working days. To other countries it typically takes 2–4 working days.
Once the parcel has shipped, you’ll receive an email with a track & trace link so you can follow it.
Delivery in Denmark typically takes 1–2 working days. To other countries it typically takes 2–4 working days.
Once the parcel has shipped, you’ll receive an email with a track & trace link so you can follow it.
Which countries do you ship to?
We ship to Denmark, Sweden, Norway, Finland, Germany, the Netherlands, Belgium, Luxembourg, France, Austria, Ireland, Italy, Spain and Poland.
Norway: Norwegian VAT is paid at checkout via the VOEC scheme. You pay nothing extra on delivery.
Norway: Norwegian VAT is paid at checkout via the VOEC scheme. You pay nothing extra on delivery.
Returns & exchanges
Can I return or exchange?
Yes, you have a 30-day right of return from the day you receive your order. The item must be unused and unwashed, have the tags on and be in the original packaging.
How do I return?
- Send an email to hello@looncph.com with your order number and say which items you want to return or exchange.
- We’ll email you a return label.
- Pack the items well, attach the label to the parcel and drop it off at a parcel shop.
What does it cost to return?
The return shipping costs just 39 DKK. The amount is deducted when we refund your purchase, so you don’t pay anything up front. If you’ve received a wrong or defective item, we of course pay the return shipping.
How do I exchange?
Return the item and place a new order for what you want. Once we’ve received your return, we refund the first order minus the 39 DKK return shipping.
When do I get my money back?
We refund the amount within 30 days after we have received your return. The money goes back to the payment method you used.
Can Christmas gifts be exchanged after Christmas?
Yes. Everything you buy from now up to and including 31 December can be returned or exchanged right up to 1 February.
Something is missing from my parcel, or I’ve received the wrong item
Write to hello@looncph.com with your order number and the item that is missing or wrong, and we’ll find a solution as quickly as possible.
My item has a defect. What do I do?
Write to hello@looncph.com with your order number and a photo of the defect, and we’ll find a solution. You have a 24-month right of complaint.
Got more questions? Write to hello@looncph.com.
