Terms of service

Last updated: 27 October 2026

Welcome to Loomé!

Our website, www.loome.com.my, is operated by Line & Loom Sdn. Bhd. (Registration No. 202601036437 (1698532-K)), trading as Loomé ("we", "us" or "our").

These Terms and Conditions govern your use of our website, account registration and purchases made through Loomé. Please read them together with our Returns, Refunds and Store Credit Policy, Shipping Policy and Privacy Notice.

By placing an order, you agree to these Terms and Conditions. We encourage you to read them carefully so you know what to expect when shopping with us.

Nothing in these Terms limits or excludes your rights under applicable Malaysian law, including the Consumer Protection Act 1999.

1. Who Can Buy

You must be at least 18 years old and legally capable of entering into a contract to make a purchase.

If you are under 18, please ensure that a parent or legal guardian is involved and agrees to the purchase.

2. Your Account

If you create an account with Loomé, please keep your login details confidential and ensure that the information you provide is accurate and up to date.

You are responsible for activities carried out through your account. If you suspect unauthorised access, please notify us as soon as possible.

We reserve the right to suspend or close accounts where we reasonably believe there has been fraud, misuse, a security risk or a breach of these Terms and Conditions.

3. Product Information

We take care to present our products as accurately as possible, including their colours, materials, measurements, designs and care instructions.

Please note that:

  • Product colours may vary slightly from what appears on your screen due to lighting, photography and individual device settings.
  • Minor variations in fabric weave, print placement, embroidery and finishing may occur as part of the production process. These are not necessarily defects, provided the product matches its description and meets applicable quality standards.
  • We recommend following the care instructions provided to maintain the quality and longevity of your purchase.

If we discover a material error in a product's description, price or availability after you place an order, we will contact you and offer the option to proceed with the corrected details or receive a refund.

4. Prices and Promotions

All prices displayed on our website are in Malaysian Ringgit (RM), unless otherwise stated.

The total amount payable, including applicable taxes, delivery charges and discounts, will be displayed at checkout before payment is completed.

  • Promotions, discount codes, complimentary gifts and special offers:
  • Are subject to their stated validity periods and conditions.
  • Cannot be exchanged for cash.
  • Cannot be combined with other offers unless expressly stated.

May be withdrawn, corrected or cancelled in cases of genuine error, fraud or misuse, subject to applicable law.

Where a return or refund affects eligibility for a promotion, discount, complimentary gift or free shipping, any adjustment will only be made where the relevant promotional conditions were clearly disclosed before purchase and where permitted by law.

Any such adjustment will not override your statutory rights in relation to faulty, defective or misdescribed products.

5. Orders and Order Acceptance

Please review your selected products, colours, quantities, delivery address and contact information carefully before completing your purchase.

Once your order has been submitted:

  1. You will receive an automated order confirmation acknowledging that we have received your order.
  2. This acknowledgement does not necessarily constitute our acceptance of your order.
  3. A binding sale is formed when we expressly accept your order or dispatch it, whichever occurs first.

We reserve the right to decline or cancel an order before dispatch for reasonable grounds, including:

  • Product unavailability.
  • Unsuccessful or unauthorised payment.
  • Material pricing or product information errors.
  • Suspected fraudulent activity, unauthorised resale or misuse.
  • Delivery restrictions or inability to fulfil the order.

If we cancel an order for which payment has already been collected, we will arrange a refund to the original payment method, subject to the payment provider's processing timeframe.

We will not cancel an accepted order arbitrarily, and your rights under applicable Malaysian consumer law remain protected.

6. Payment

We accept the payment methods displayed at checkout.

Payments may be processed securely through authorised third-party payment service providers, which may have their own terms and privacy practices.

By completing a purchase, you confirm that you are authorised to use the selected payment method.

Orders will only be processed once payment has been successfully authorised.

We do not store your full payment card details on our website.

7. Shipping and Delivery

Orders are prepared and dispatched in accordance with our Shipping Policy.

Delivery estimates are provided for guidance and may vary depending on the destination, courier operations, public holidays and circumstances beyond our reasonable control.

While we take reasonable care in preparing and dispatching your order, unforeseen delivery delays may occasionally occur.

If your parcel is lost, damaged or significantly delayed, please contact us at care@loome.com.my. We will assist in investigating the issue with the relevant delivery provider and work towards an appropriate resolution in accordance with applicable consumer protection laws.

Nothing in this section removes any responsibility or remedy that applies under Malaysian law.

For further details, please refer to our Shipping Policy.

8. Returns, Refunds and Exchanges

All requests for returns, refunds, exchanges and store credit are governed by our Returns, Refunds and Store Credit Policy, which forms part of these Terms and Conditions.

Please review the policy before purchasing so you understand the applicable conditions and procedures.

Our policy does not limit or exclude your statutory rights under the Consumer Protection Act 1999, including rights relating to products that are defective, not as described or do not meet applicable quality standards.

Where a statutory remedy applies, it will take precedence over any inconsistent store policy.

9. Pre-Orders and Personalised Items

From time to time, Loomé may offer pre-order, made-to-order or personalised products.

Pre-orders and made-to-order products

Estimated dispatch dates will be stated on the relevant product page.

These dates are estimates and may change due to production or circumstances beyond our reasonable control.

If a significant delay is anticipated, we will inform you and provide the option to continue waiting or cancel the affected order for a refund.

Personalised products

For products featuring personalised names, embroidery, messages or other custom details, please review all information carefully before placing your order.

As these products are specially prepared according to your instructions, they are generally not eligible for change-of-mind returns or exchanges.

However, your statutory rights remain unaffected if the product is defective, incorrectly personalised due to our error or not as described.

Any additional conditions specific to pre-orders or personalised items will be disclosed on the relevant product page before purchase.

10. Intellectual Property

All content displayed on this website, including the Loomé name, logo, photographs, product designs, prints, embroidery artwork, illustrations, written content, videos and website layout, belongs to Line & Loom Sdn. Bhd. or is used with appropriate permission or licence.

Such content is protected by applicable intellectual property laws.

You may browse and use this website for personal, non-commercial shopping purposes.

You may not reproduce, modify, distribute, republish, scrape, sell or commercially exploit our content without prior written permission, except where permitted by law.

11. Reviews and Customer-Submitted Content

We welcome genuine reviews, photographs and feedback from our customers.

By submitting content to Loomé, you confirm that:

  • The content is truthful and lawful.
  • You own the content or have the necessary permission to share it.
  • It does not infringe the rights of any third party.
  • It does not contain abusive, misleading, defamatory or otherwise unlawful material.

By submitting content, you grant Loomé a non-exclusive, worldwide, royalty-free licence to display and use that content in connection with our business, subject to applicable law and our Privacy Notice.

We reserve the right to remove content that is unlawful, misleading, abusive or irrelevant.

However, we will not remove genuine customer reviews solely because they express an unfavourable opinion.

12. Acceptable Website Use

You agree to use our website responsibly and lawfully.

You must not:

  • Engage in fraudulent or unlawful activities.
  • Introduce viruses, malicious software or harmful code.
  • Interfere with the security, operation or functionality of our website.
  • Collect or misuse the personal information of others.
  • Infringe intellectual property or other legal rights.
  • Use automated systems to scrape or commercially exploit our website without permission.

We reserve the right to restrict access where reasonably necessary to protect our website, customers and business.

13. Third-Party Services and Links

Our website may contain links to or integrations with third-party services, including payment providers, courier companies, analytics platforms and social media services.

These services may operate under their own terms, conditions and privacy notices.

While we aim to work with reputable providers, we do not control independent third-party websites or their content.

Nothing in this section excludes any responsibility we have under applicable law for services used to fulfil our obligations to you.

14. Our Responsibility

We take reasonable care to ensure that our products, website information and services meet applicable standards.

To the extent permitted by law, we are not responsible for losses that were not reasonably foreseeable when the contract was formed, or for business losses arising from purchases made for personal consumer use.

Nothing in these Terms excludes or limits liability for fraud or any responsibility that cannot lawfully be excluded or limited.

Your statutory rights under Malaysian consumer protection laws remain fully protected.

15. Events Beyond Our Control

We are not responsible for a failure or delay in performing our obligations where this is caused by circumstances beyond our reasonable control, including:

  • Severe weather, floods, fires or natural disasters.
  • Epidemics or public health emergencies.
  • Government restrictions or regulatory actions.
  • Major transportation or courier disruptions.
  • Significant system, network or infrastructure outages.
  • Industrial disputes or other extraordinary events.

Where such circumstances affect your order, we will take reasonable steps to minimise disruption, keep you informed and fulfil our obligations as soon as reasonably possible.

Any rights or remedies available to you under applicable law will continue to apply.

16. General Terms

Changes to these Terms

We may update these Terms and Conditions from time to time to reflect changes in our business operations, services or applicable laws.

The version in effect when you place an order will generally apply to that purchase. Any updates will be published on this page with a revised "Last updated" date.

Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

No Waiver

Our failure to enforce any provision immediately does not mean we waive our right to enforce it later.

Entire Agreement

These Terms and Conditions, together with the policies referred to within them, form the agreement governing your purchase from Loomé, subject to applicable law.

Language

These Terms and Conditions are currently provided in English. Where additional language versions are made available, they are intended to assist customers in understanding our policies.

Nothing in this provision limits any language requirements or consumer rights under applicable Malaysian law.

17. Governing Law and Dispute Resolution

These Terms and Conditions are governed by the laws of Malaysia.

If you experience an issue with your order or our services, we encourage you to contact us first so we can work towards a fair resolution.

Nothing in these Terms prevents you from pursuing an eligible claim through the Tribunal for Consumer Claims Malaysia or seeking assistance from any other competent authority or court.

18. Contact Us

If you have any questions regarding these Terms and Conditions, your order or our services, please contact us.

Loomé
Operated by Line & Loom Sdn. Bhd.
Registration No.: 202601036437 (1698532-K)

Website: www.loome.com.my
Email: care@loome.com.my

Customer Service Hours:
Monday to Friday, 10:00 AM – 5:00 PM (Malaysia Time), excluding public holidays.

We aim to respond to enquiries as promptly as reasonably possible during our operating hours.