Refund policy

At Loorell, customer satisfaction is our priority. We are committed to providing high-quality candle holders, decorative lanterns, candlesticks, and home décor accessories. If you are not completely satisfied with your purchase, we're here to help. Please review our Return & Refund Policy below.

30-Day Return Policy

We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.

To qualify for a return, your item must:

Be unused and in its original condition.

Be returned in its original packaging.

Include all original accessories and protective materials.

Be accompanied by proof of purchase or your order number.

Non-Returnable Items

The following items are not eligible for return:

Products that have been used, assembled, or damaged after delivery.

Items returned without their original packaging or accessories.

Products showing signs of misuse, improper handling, or alteration.

Gift cards and final sale or clearance items (if applicable).

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If your item arrives damaged, defective, or you receive the wrong product, please contact us within 48 hours of receiving your order.

To help us resolve the issue quickly, please provide:

Your order number

Photos of the product

Photos of the shipping packaging

A brief description of the issue

After reviewing your request, we will arrange a replacement, exchange, or refund where appropriate.

How to Start a Return

To request a return, please contact our customer support team with the following information:

Full Name

Order Number

Reason for the return

Email: support@loorell.store

Once your return request has been approved, we will provide detailed return instructions.

Please do not send products back without prior authorization, as unauthorized returns may not be accepted.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to:

A damaged product

A defective item

An incorrect item shipped by Loorell

We recommend using a trackable shipping service or purchasing shipping insurance, as Loorell cannot guarantee receipt of returned packages.

Refunds

Once your returned item has been received and inspected, we will notify you of the status of your refund.

If approved, your refund will be issued to your original payment method within 5–10 business days.

Depending on your bank or payment provider, additional processing time may be required before the refund appears in your account.

Original shipping charges are non-refundable unless the return is the result of our error or a defective product.

Exchanges

If you would like to exchange an item for a different style or model, we recommend returning the original item (if eligible) and placing a new order.

If your product arrives damaged or defective, we will gladly provide a replacement whenever available.

Late or Missing Refunds

If you have not received your refund:

Check your bank account again.
Contact your credit card company, as refunds may take additional time to appear.
Contact your bank, as processing times may vary.

If you have completed these steps and still have not received your refund, please contact our customer support team.

Contact Us

If you have any questions regarding this Return & Refund Policy, please contact us.

Business Name: Art Dreams LLC

Store Name: Loorell

EIN Assigned: 33-2170119

Home Address:
4901 Seminary Rd
Alexandria, VA 22311
United States

Company Address:
904 Woodson Rd A
Baltimore, MD 21212
United States

Phone: +1 (352) 642-4699