FAQ's
FAQ’s
Let us help you with any questions you may have, buying online can be tricky...so if you can't find the answer to your question here, then drop us an email hello@thenativeloom.com
Q.How long will I wait for a made to order item?
All orders are sent via tracked courier post. NZ addresses allow 1 - 3 days working days from placing your order, international allow 3 - 15 working days from placing your order. Orders are posted within one working day.
Q.What happens if I want to exchange my product?
No problem, if you want to exchange your item for another item contact us with the details. We will check the other item in stock and send you the address to return your item. Please see our Policies, Terms and Conditions page for more details.
Q.How do I track my order?
Once your order has been shipped you will be sent an email with tracking details.
Q. Can I change the details of my order once it has been placed?
If you have not received a notification that your item has been shipped, simply email us and we can update the details.
Q. I've only received part of my order?
The Native Loom is online store and you will be notified if you will receive multiple packages.
Q.What payments methods?
We want it to be as easy as possible for you make a purchase, so we accept VISA, Mastercard, American Express, Apple Pay and G Pay.
Q.How do I return an order?
Head to our Policies, Terms & Conditions page for all the information you need on how to return your order.
Q.Can I exchange my order?
Head to our Policies, Terms & Conditions page for all the information you need on how to return your order.
Q. I've returned an item, have you received it?
We will be sure to let you know as soon as we receive your returned item. We recommend using a tracked service as our brand cannot take responsibility for lost packages. Until your return is received it is your responsibility.
Q.What do I do if I receive a faulty item?
Firstly, we are sorry for this inconvenience, please contact us within the details and if possible a photograph of the fault. Head to our Policies, Terms & Conditions page for all the information you need on how to return your order.
Q.I need to cancel my order, is this possible?
If you have not received a notification that your item has been shipped, simply email us and we can cancel your order.
Please note: This does not apply to made to order/customized items.
Q.Can I have items sent to someone as gift?
We can certainly send your order to any address, we do not currently offer gift wrapping at this time, but let us know if it is a gift and we can add a special note in there on your behalf.
Q.Will you be restocking an item?
Send us the details of the item in which you are making the enquiry, we will get back to you.
Q.Where are your size guides and aftercare advice?
Each product has individual size guides and after care advise, make sure you check it out before placing an order. If you need more personalised advise, just get in touch and we will do what we can. Refer to our product care page for more information on Product Care.
Q.Can you provide me with more information about your products?
Of course, we love to do than to talk about our wonderful products and artisans, just get in touch with your questions and we'll respond as soon as we can.