Terms of Service

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

1. Who we are

This website is operated by Loom and Hearth Studio LLC, a company registered in the state of Wyoming, United States. We source and sell handcrafted Moroccan rugs, poufs, pillows, and home décor. All products are sourced in Morocco and ship directly from Morocco to your delivery address.

For any legal or commercial questions, contact us at:
[email protected]

By accessing this website or placing an order, you agree to these Terms of Service in full. If you do not agree, do not use the site or place an order.

2. What we sell

We sell handcrafted Moroccan rugs, poufs, pillows, and home décor items. Products are sourced directly from artisans and bazaars in Morocco and are described on each product page.

ONE OF A KIND products. Many rugs in our collection are unique, ONE OF A KIND handmade pieces. These are identified clearly on their product pages. For ONE OF A KIND items:

• The photographs and description represent the exact item being sold — not a representative sample or a style reference.
• Once sold, the item will not be restocked. A similar piece may be listed in the future as a separate product.
• Product pages for sold ONE OF A KIND items remain visible on the site marked as Sold Out. This is intentional.

Multi-unit products. Poufs, pillows, and some décor items may have more than one unit available. These products may have variants such as size or colour, which are specified on the product page.

We make every effort to represent colour, texture, size, and condition accurately. Natural lighting conditions in Morocco and the hand-made nature of all products mean that slight variation in colour rendering across different screens is inherent. Our pre-shipment verification process (described in section 5) exists specifically to address this before payment is captured.

3. Placing an order

3.1 How a contract is formed

Browsing the site and adding items to your cart does not create a contract. A contract between you and Loom and Hearth Studio LLC is formed when:

1. You confirm that you wish to proceed after contacting us directly or responding to our order-confirmation message, and
2. We send you an order confirmation email to the email address you provided.

The confirmation email constitutes our acceptance of your order. If we are unable to accept your order for any reason, we will notify you and no charge will be applied.

3.2 Accurate information

When proceeding with an order you agree to provide accurate, complete, and current information — including your name, email address, and shipping address. Orders placed with incorrect or incomplete shipping addresses may be delayed or undeliverable. We are not responsible for non-delivery resulting from inaccurate information you provide.

3.3 Our right to cancel before dispatch

We reserve the right to cancel any order before the item is handed to the carrier — for example if:

• The item is found to be damaged during pre-shipment verification.
• A pricing or product description error is identified on the listing.
• The order cannot be fulfilled for reasons outside our control.

If we cancel your order, we will notify you promptly by email and release any payment authorisation in full. No charge will be applied to your payment method.

4. Pricing and payment

4.1 Prices

All prices are displayed in United States Dollars (USD). Shipping to the United States is free on orders of $210 or more; orders under $210 ship for a flat $50, shown at checkout before payment. Prices for other countries are confirmed only after a case-by-case shipping review. Prices do not include return shipping or any import duties, VAT, GST, brokerage, or customs fees unless we confirm otherwise in writing before payment is captured.

We reserve the right to correct pricing errors on the site at any time. If an error is identified after you have placed an order, we will contact you to confirm whether you wish to proceed at the correct price, or cancel for a full release of any held funds.

4.2 How payment works — authorisation and capture

This is important to read. Our payment process works in two steps, and understanding it prevents confusion when you check your bank statement.

Step 1 — Authorisation after confirmation. If you decide to proceed after direct confirmation with us, your payment method is authorised for the order total. This places a hold on the funds on your card or account. You will see this as a pending charge. No money is transferred to us at this point.

Step 2 — Capture after verification. Payment is captured — meaning funds are actually collected — only after your pre-shipment verification is complete (see section 5). Verification is typically completed within 24 to 48 hours of your order. In the rare case we cannot reach you, the capture window extends up to 7 days from the order date (see section 5).

If you confirm after seeing the verification video that you are happy with the item, we capture payment and your order ships. If we cancel the order for any reason, or if you choose not to proceed after the verification, the authorisation is released in full and no funds are collected. The time for a released authorisation to disappear from your statement depends on your card issuer — typically 3 to 7 business days.

4.3 Payment processing

Payments are processed by Stripe if you proceed after direct confirmation with us. Your card details are entered directly on Stripe's secure servers and are never seen or stored by Loom and Hearth Studio LLC.

5. Pre-shipment verification

We offer a pre-shipment video verification for every order. This is a core part of how we operate — not a delay.

How it works. Within 24 hours of your confirmed order request, we will contact you by email to offer a short video of the actual piece you selected — shown in natural light in Morocco, with a tape measure for scale, so you can see the colour, texture, and size before your payment is captured and your item ships. Most verifications are completed within 24 to 48 hours of your order.

Your options. You can confirm by reply email, request a live video call via WhatsApp or FaceTime, or receive a short recorded video clip — whichever suits you best.

If you are happy. We capture payment and your item ships.

If something is not right. Contact us before confirming and we will work with you to resolve it before the item ships. This is the right moment to raise any concern — it is far easier to resolve before shipment than after.

If we cannot reach you. If we do not receive a response within 7 days of the order date after two contact attempts, we will keep the order on hold and will not capture payment until destination, timing, and delivery conditions are confirmed.

Accepting the pre-shipment verification offer significantly reduces the likelihood of returns due to colour or size mismatch. We encourage all buyers to take advantage of it.

6. Shipping and delivery

6.1 All orders ship from Morocco

Every item in our collection is sourced and stored in Morocco. All orders are packed and dispatched from Morocco.

6.2 Carriers

We ship using DHL Express, FedEx International, or Aramex, selected based on destination and shipment weight.

6.3 Estimated delivery times

• United States: 7 to 14 business days from dispatch
• Other countries: inquiry only, with shipping availability reviewed case by case before payment is captured

These are estimates, not guarantees. Customs clearance, carrier delays, and circumstances outside our control may extend delivery times. We will provide you with a tracking number when your order is dispatched so you can monitor progress.

6.4 Dispatch timing

Orders are dispatched after pre-shipment verification is complete and payment is captured. Verification is typically completed within 24 to 48 hours of the order date, so dispatch usually follows shortly after. If we are unable to reach you, this process can take up to 7 days — see section 5.

6.5 Risk of loss

Risk of loss and damage passes to you when the item is handed to the carrier for shipment. If your item is lost or significantly delayed, contact us within 30 days of the expected delivery date and we will open an investigation with the carrier and work toward a resolution.

6.6 Import duties and customs

Import duties, VAT, GST, brokerage, and customs fees vary by destination. We confirm the destination-specific shipping and import conditions with you before payment is captured.

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

7. Returns and refunds

Our full Return and Refund Policy is published at loomandhearthstudio.com/returns-policy. That page governs all returns and takes precedence over any summary here.

In brief: we accept returns within 14 days of confirmed delivery for items in original, unaltered condition. Return shipping is at the buyer's cost except where an item was materially misdescribed in its listing. Refunds are issued within 5 business days of confirmed return receipt.

8. Accounts

You may browse and purchase as a guest or create an account. If you create an account, you are responsible for keeping your login credentials secure and for all activity that occurs under your account. Notify us immediately at [email protected] if you suspect unauthorised access.

We reserve the right to suspend or close accounts that are used in breach of these Terms.

9. Intellectual property

All content on this website — including product photographs, written descriptions, blog posts, brand assets, and design — is owned by or licensed to Loom and Hearth Studio LLC. You may not reproduce, copy, redistribute, or use any content from this site for commercial purposes without our prior written permission.

10. Accuracy of product information

We make every reasonable effort to ensure that product descriptions, dimensions, weights, and photographs accurately represent each item. However:

• Handmade products have natural variation in texture, weave density, and colour tone that is inherent to the craft and is not a defect.
• Colour rendering varies across screens and viewing conditions. Our pre-shipment video process is designed specifically to address this before dispatch.
• Minor imperfections consistent with age or hand production are disclosed in the product description where present and are not grounds for return unless they constitute a material misdescription.

If you believe an item was materially misdescribed — meaning the listing contained a significant factual error that influenced your purchase decision — contact us before initiating a return. We will address it fairly.

11. Limitation of liability

To the fullest extent permitted by applicable law, the total liability of Loom and Hearth Studio LLC to you for any claim arising from your use of this site or from the purchase of any product is limited to the purchase price you paid for the item giving rise to the claim.

We are not liable for indirect, consequential, incidental, or punitive damages of any kind.

Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded.

12. Consumer rights

If you are purchasing as a consumer in your country of residence, you may have rights under applicable consumer protection law that cannot be excluded or limited by these Terms. Nothing in these Terms is intended to exclude or waive those rights. In any conflict between these Terms and your non-waivable statutory rights, your statutory rights prevail.

13. Governing law and disputes

These Terms are governed by the laws of Morocco.

If you have a dispute with us, we ask that you contact us first at [email protected]. We will make a genuine effort to resolve any issue directly within a reasonable timeframe. If direct resolution is not possible, we are open to mediation as a next step before any formal legal proceedings.

Where mandatory consumer protection laws in your country of residence apply to your purchase, those laws may also govern certain aspects of this agreement. We do not seek to exclude their application.

14. Changes to these Terms

We may update these Terms from time to time. When we do, we will update the "Last updated" date at the top of this page. Continued use of the site after an update constitutes acceptance of the revised Terms. We encourage you to review this page periodically.

For material changes, we will notify registered account holders by email.

15. Contact

For any question about these Terms:

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 inquiries within 5 business days.