Shipping Policy

Loom and Hearth Studio LLC
Effective date: March 29, 2026
Last updated: March 29, 2026

1. Where all orders ship from

Every item in the Loom & Hearth Studio collection is sourced and stored in Morocco. All orders are packed and dispatched directly from Morocco. There is no warehouse or fulfilment centre in the United States or elsewhere. Your piece travels directly from Morocco to your door.

2. Where we ship

We currently ship to the United States. If you are outside the United States, you can still send an inquiry and we will review shipping availability case by case before payment is captured.

3. Shipping cost

Shipping to the United States is free on orders of $210 or more. Orders under $210 ship for a flat $50. The shipping amount is shown at checkout before payment. For other countries, shipping is quoted only after a case-by-case review before payment is captured.

4. How dispatch works - the pre-shipment verification window

Before your order ships, we contact you within 24 hours of your order to offer a short video of the exact piece you ordered, shown in natural Moroccan light with a tape measure for scale. This is our pre-shipment verification process. It exists because color, texture, and scale are difficult to fully communicate through photographs alone, and we would rather you review the piece before it is packed than have uncertainty after delivery.

Once you confirm you are happy, payment is captured and your order is packed and dispatched. Most verifications are completed within 24 to 48 hours of your order.

If we are unable to reach you or confirm your destination, timing, or delivery conditions, we will not capture payment until that confirmation is complete. In this case, dispatch can take up to 7 days from the order date — this is the exception, not the norm.

For the full details of how the verification works, see the Terms of Service.

5. Carriers

We ship using Aramex, DHL Express, and FedEx International, selected based on the destination, package weight, and dimensions. You will be notified of the carrier and tracking number when your order is dispatched.

We do not offer carrier selection as part of the current inquiry-first order process. We choose the carrier best suited to your shipment on a per-order basis.

6. Estimated delivery times

All delivery time estimates below are measured from the date of dispatch, not the date of order. Allow 24 to 48 hours for the pre-shipment verification window before dispatch begins.

These are estimates, not guarantees. International shipments from Morocco pass through customs clearance, which can add time outside our control. Carrier delays, public holidays, and weather events can also affect timelines. We will always provide you with a tracking number so you can monitor your shipment in real time.

If your shipment has not arrived within the estimated window, contact us before opening a dispute. Most delays resolve themselves within a few days, and we can check the carrier status on your behalf.

7. Tracking

Every order ships with a tracking number. You will receive your tracking number by email at the time of dispatch. Use it to monitor progress directly on the carrier's website.

If your tracking number is not working or showing no updates within 48 hours of receiving it, contact us and we will investigate with the carrier.

8. Customs and import duties

Import duties, VAT, GST, and customs fees vary by destination. We review destination-specific shipping, customs, and delivery conditions with you before payment is captured.

Unless we confirm otherwise in writing before capture, any duties, VAT, GST, brokerage, or customs fees assessed on arrival remain the buyer's responsibility.

9. Customs holds and delays

International shipments are occasionally held by customs for inspection. This is a routine part of international trade and is outside our control. Customs holds can add anywhere from a few days to several weeks to the delivery timeline.

If your shipment is held by customs in your destination market:

• You will typically receive a notice from the carrier or CBP directly.
• Contact us immediately with the notice details and we will assist.
• Do not pay any unexpected fee without contacting us first.

We cannot initiate customs clearance on your behalf from our end once a shipment is in transit, but we can provide supporting documentation if CBP requests additional information about the origin or nature of the goods.

10. Packaging

All items are packed to survive international transit. Rugs are rolled pile-side inward, wrapped in a moisture barrier, and secured inside heavy-duty outer packaging rated for carrier handling. Fragile or decorative items receive additional internal protection as needed.

Every order includes a brand presentation layer inside the outer packaging. Your piece arrives ready to unwrap, not just ready to survive shipping.

11. Risk of loss

Risk of loss and damage transfers to you when the item is handed to the carrier for shipment. From that point, the carrier is responsible for the physical integrity of the package in transit.

If your item arrives damaged, see section 12 below.

12. Items damaged in transit

If your order arrives visibly damaged, meaning damage that occurred during international shipping and is not the result of handling after delivery, contact us within 48 hours of delivery at [email protected] with:

• Your order number
• Clear photographs of the damaged item
• Photographs of the outer packaging, including any visible damage to the box or wrapping

Do not discard the outer packaging until the matter is fully resolved. Carriers require the original packaging as evidence when processing a damage claim.

We will open a carrier investigation promptly and work toward a resolution. Where possible, we will source a replacement. If a replacement cannot be found, we will issue a full refund.

13. Lost or significantly delayed shipments

A shipment is considered lost if tracking shows no movement for 14 consecutive calendar days and the carrier confirms the shipment cannot be located.

If your shipment appears lost or significantly delayed beyond the estimated delivery window, contact us within 30 days of the dispatch date. We will open a formal carrier investigation. If the carrier confirms the shipment is lost, we will resolve with a replacement or full refund.

We cannot open a carrier claim after 30 days from dispatch. Contact us promptly if something seems wrong and do not wait.

14. Incorrect or incomplete delivery address

You are responsible for providing an accurate and complete delivery address during the order confirmation process. If a shipment is returned to us due to an incorrect address, refused delivery, or failure to collect from a carrier facility:

• We will contact you to arrange re-shipment.
• Re-shipment costs are at your expense.
• If you choose not to receive the re-shipment, we will issue a refund for the item price minus the original outbound shipping cost absorbed in the price.

If you realise your address is incorrect after placing an order, contact us immediately at [email protected]. We can correct the address before dispatch if we have not yet shipped.

15. Contact

For any question about your shipment, tracking, or delivery:

Loom and Hearth Studio LLC
Address: 5830 E 2ND ST, STE 7000 #34442, CASPER, WY 82609
Email: [email protected]
Complaints are handled by email only at [email protected].

We aim to respond to all shipping enquiries within 2 business days.