Taking a break: Pausing or cancelling

 

How to Cancel or Pause?

Click on the ‘Pause/Cancel’ button in the ‘Your plan’ section of your online account. Please first ensure you have returned your clothing.

Nb: you will not be able to cancel your membership until all thelittleloop items from your closet have been returned and processed.

 

How do I return my clothes to cancel/pause?

To return thelittleloop items to cancel/pause your membership please follow the step below:

  1. Go to the ‘Your closet’ section of your online account and place a return for all your items.

  2. You’ll then receive an email to create your personalised return label and select your preferred collection method.

  3. Pack your clothes into the cotton bag and any suitable packaging and return the parcel to us.

  4. Once we receive and process your return, we will notify you. Please then email us to cancel your account.

N.B We do strive to process returns as soon as they reach us from Royal Mail. With the high volume of returns and swaps we handle, this can sometimes take a tad longer. Generally, returns take 3-7 business days for delivery and processing. If you haven't heard from us in 7 business days, give us a nudge!

 

Help, I've lost my return label/can't find the return email.

Not to worry! Firstly, please check your junk for any stray return emails. No luck, then please just message us and we can re-send the return email to you.

 

Help, I haven't had a notification but I've sent the items back.

Returns usually take 3-7 business days to be received and processed. If you have not been notified of the return reaching us within 7 business days, please let us know.

 

What packaging do I use to send back the clothes?

Please pack your clothes into the cotton bag and then use any secure, dry packaging to send your items back to us. The biodegradable mailer in which you received your first order has two sticky strips so you can use that if you still have it.

 

What is your return address?

Our return address is: The Little Loop, Unit 3, Parnell Court, East Portway, Andover SP10 3LX

 

What do I do if I've not placed a return on my online account but I've already sent the items back?

To help us process your return as quickly as possible, we kindly ask that you also log the return on your online account, even if you have already sent the items back using the return label included in your paperwork. This will ensure that we can track the return more efficiently once it reaches our warehouse. Thank you for your cooperation in making our returns process smoother.

 

I've received a Royal Mail notification that my items have been returned, can I still cancel?

Before you can cancel your account, it's essential to receive a notification from thelittleloop. While Royal Mail might have delivered your parcel, we still need to process it on our end. Once we've done that, you'll get a notification from us. Then you can go ahead and proceed with your cancellation or pause.

 

What is the difference between a pause and a cancellation?

Pausing your account is similar to cancellation as no further payments will be taken. It just saves you time if you ever do want to rejoin.

 

What should I do if I receive an email saying that there were items missing from my return?

Please return the missing item as soon as possible so we can cancel your membership. If the item/s have been misplaced, we can remove them from your account by taking a charge for the residual value and then cancel or pause your membership. Please message us to let us know if an item is missing or damaged.

If items are not returned we reserve the right to charge a fee upto the total value of the item for the cost of the items not returned.

 

Late fees

In the event that your membership expires due of lack of payment, and you do not return your items to us, then (as per our terms and conditions which you accepted when creating a subscription) we reserve the right to charge a late fee to cover the cost of this. This payment will be equal to the outstanding cost of your membership while you are in possession of the clothes, plus the value of the clothing itself.

The late fee may also include an administrative fee to cover the costs of recovering your debt.

We will always clearly communicate this to you to give you the opportunity to return the clothing and settle any owed membership fees early before debt is incurred.

 

I love your message and what you're trying to achieve. I need to take a break for now but how else can I help?

Thank you for your kind words and support. Although we are sorry to see you go, there are still ways you can assist us in our mission. Here are a few suggestions:

  1. Leave a review on Trustpilot to help others understand our values and how we can help them.

  2. Joining our affiliate program and recommending us to your friends and family.

  3. Sharing our message on social media and spreading the word about sustainable fashion #thelittleloop

  4. Provide us with feedback by filling out a short form to help us improve our service

  5. Shop our outlet for sustainable stylish clothes at a snip of the retail price

  6. Re-join our community when you’re ready.

Thank you again for your support, and we hope to have you back in the future.