Your questions. Our answers.

You can choose from the following options:

• Debit or credit card
• PayPal
• Apple Pay, PayPal Express and other express payment methods
• Invoice with Klarna
• Pay now with Klarna
• Purchase on account (not possible in all cases)

After your order you will receive a confirmation by e-mail. If it does not arrive, please check your spam folder.

There is a "Discount code or voucher" field in the checkout. Enter the code, apply - the amount will be deducted automatically.

Please contact us after placing your order. We will issue you a corrected, sales tax-exempt invoice.

You can find your invoice in your customer account —there, you can easily download it as a PDF.

Did you just place your order? If so, it may take until the next day for the invoice to appear in your account.

Don’t have an account yet? Create one using the email address you used to place your order—your invoices will then be stored there for you.

If you purchased on account or provided a company address for billing, we’ll also automatically send it to you via email.

Unfortunately, we can't refund VAT on shipments to non-EU countries such as Switzerland. That's only possible when you buy in person at our manufactory shop in Elixhausen near Salzburg.

Yes, we offer individual company gifts - for customers, employees and special occasions.
You can find more information here.

Thank you for your interest. Please contact us here.

Shipping costs depend on the destination country and shipping partner:

Austria:

• Orders over 30 EUR:
  DPD: free
  Post: 1.90 EUR
  
  
• Orders under 30 EUR:
  DPD: 4.90 EUR
  Post: 6.40 EUR
  

Germany:

• For orders of 50 EUR or more:
  DHL: Free shipping
  
  
• Orders between 30 EUR and 49.99 EUR:
  DHL: 4.90 EUR
  
• Orders up to 29.99 EUR:
  DHL: 6.90 EUR
  

Switzerland:

• Free for orders of CHF 100 or more
• Otherwise, CHF 9.90
  

Other countries in Europe, including Liechtenstein:

• Free for orders over 50 EUR
• Otherwise 8.90 EUR
  

USA and Canada:

• Free for orders of 150 EUR or more
• Otherwise 25 EUR

Your parcel should reach you without any detours:

• Austria: 1–2 business days
• Germany: 2–4 business days
• Switzerland and Liechtenstein: 3–6 business days
• Other countries in Europe: 3–6 business days
• USA and Canada: 5–7 business days

The business days listed correspond to our shipping partner's standard delivery time.

We ship every working day. Only between Christmas and New Year, during our company holiday, do we ship once a week, so your parcel may take a few days longer to reach you.

That depends on the destination country:

• Austria: Austrian Post or DPD, including delivery to a DPD Pickup point
• Germany: DHL
• Switzerland: Swiss Post
• Other countries in Europe: DPD

You can see which shipping options are available after entering your delivery address in the checkout. You can then select the appropriate parcel service.

As soon as your parcel is on its way, you will receive a shipping confirmation by e-mail - including shipment tracking. This means you can check where it is at any time.

We deliver to

• Germany, Austria and Switzerland
• Other EU countries
• USA and Canada

In Austria, DPD can deliver your order to a parcel shop or locker. Simply select this shipping option at checkout.

In all other countries, delivery to parcel lockers is unfortunately not possible.

Yes, that is possible. Please let us know by email right after your order, so we can arrange a suitable pickup time.

Yes. You can return unused products in their original packaging within 14 days via our returns portal. All you need is your order number and your email address or postal code. We will, of course, refund the purchase amount.

Gift cards are excluded – they cannot be returned.

We deduct 7 EUR from your refund for the return label. Exchanging a product for a different scent is free of charge. This also applies if the reason is on our end, such as a damaged or incorrect item.

If you return your entire order, we will also refund the shipping costs.

Yes. Once you have registered your return in the returns portal, you can download the label right away. We will also email it to you. Simply print it out, attach it to the parcel and drop it off at a DPD parcel shop.

For diffusers, we briefly check the return and send you the label within one working day.

Yes. In the returns portal, you can exchange a product for a different scent – same product, same price, no return fee. We will send your new scent right away, without waiting for your package.

Once we have checked your package, we will refund the amount to your original payment method – usually within 3 working days. It may take a few more days for the credit to appear on your bank or credit card statement.

You can check the status of your return at any time in the portal under "View status".

Please contact us by email (looops). We'll take care of it.

Report the missing item in our returns portal. You do not need to send anything back. We will check what was packed in your parcel and send the item to you free of charge or refund the amount.

Please register it in our returns portal using the reason "Wrong item received" along with a photo. We will send you the ordered item free of charge or refund the full amount. You can return the incorrect item for free using our label.

Please report it in our returns portal with the reason "Item is damaged" and a photo or video of the item and package. We will send you a free replacement or issue a full refund.

Is your Quint or Aeris not working? Please contact us via our warranty page. Both diffusers come with a 2-year warranty from the date of purchase.

You have 12 hours after placing your order to change or cancel it yourself. Simply use the link in the order confirmation you receive by email.

Once the 12 hours have passed, please contact us by email (hello@looops.at). We will find a solution for you.