All return or replacement requests must be initiated through the returns portal within 30 days of purchase. Please note: You will need your order number and email address used at time of purchase to complete the process. Click here to start a return or replacement request.
Important: Once you’ve submitted your return request, please wait for a member of our team to contact you regarding next steps before packing and shipping your items. All items sent back without pre-approval from our team could result in additional shipping fees applied.
If you are already logged into your Joon Loloi account, you can navigate to the Orders section of your Account Dashboard. From there, you can locate the order that needs to be returned and start the process.
If you checked out as a guest or would like to complete a return without logging in, you can initiate a return using the link below. Please have your order number and the email address used at time of purchase ready.
Depending on the type and size, your rug will arrive either folded or rolled. In the event of a return, the rug will need to be packaged in the manner it was delivered (folded or rolled), using the original packaging. In the event your rug is not returned in the style it was shipped, you will be liable for additional return fees.
All made-to-order items are final sale.
Final sale and made-to-order items are not eligible to return. Additionally, if damage is not reported through our claim portal within 30 days, your order will not qualify for a return.
A refund will be issued once the applicable items have been received and inspected by our warehouse team. Once processed, the refund timeframe can vary, depending on your financial institution (refunds typically take 5-7 business days).
For more information on the returns process, see here.