Support Policy

Last updated: May 2026

At The Ladies Loft, we are committed to providing you with excellent customer service. Here's everything you need to know about how we can help you.

1. How to Reach Us

2. What We Can Help With

• Order status and tracking enquiries
• Product information and availability
• Payment and billing questions
• Delivery updates and issues
• Account-related assistance
• Product recommendations
• Complaints and feedback

3. Order Issues

If you experience any issues with your order, please contact us within 48 hours of delivery with the following information:

• Your order reference number
• A description of the issue
• Photos of the product (if applicable)

We will review your case and respond within 24 hours with a resolution.

4. Exchanges

We offer exchanges for items that arrive damaged or are significantly different from the product description. To request an exchange:

• Contact us within 48 hours of receiving your order
• The item must be unused and in its original packaging
• Provide photos of the issue
• Shipping costs for exchanges may apply depending on the situation

5. Cancellations

Orders can be cancelled within 2 hours of placing them, provided they have not yet been dispatched. To cancel an order, contact us immediately via WhatsApp with your order reference.

6. Response Times

7. Feedback

We love hearing from our customers! Your feedback helps us improve. Whether it's a compliment, suggestion, or complaint, please don't hesitate to reach out. Every message is read and valued.