Refund & Return Policy

Returns & Eligibility

At LOKO, we take pride in the quality and craftsmanship of our minimal, plant-based bioplastic homewares. If you are not completely satisfied with your purchase, we accept return requests within 14 days of the delivery date.

To be eligible for a return:

• Your item must be unused, unwashed, undamaged, and in the same condition that you received it.
• It must be returned in its original protective packaging.
• Custom, personalized, or clearance/final-sale items are not eligible for return unless they arrive damaged or defective.

How to Initiate a Return

To start a return, please email us at hello.lokoshop@gmail.com with your Order Number and the items you wish to return. Once your return is approved, we will provide you with the return shipping address and instructions. Items sent back to us without first requesting a return will not be accepted.

Return Shipping Costs

• Change of Mind / Standard Returns: Customers are responsible for return shipping costs. Original shipping charges ($6.99 / $9.99 flat rates) are non-refundable. We recommend using a trackable shipping service, as LOKO cannot guarantee receipt of untracked return parcels.

• Orders that Qualified for Free Shipping ($75+): If returning an item brings your kept order total below our $75 free shipping threshold, or if you return an entire order that received free shipping, you remain responsible for the return shipping label back to our Edmonton studio.

Damaged or Defective Items

We carefully inspect and pack every order before it leaves our studio. However, if your item arrives damaged in transit or has a manufacturing defect, please contact us at hello.lokoshop@gmail.com within 72 hours of delivery with:

1. Your Order Number.

2. Clear photos of the damaged item and the outer shipping box.

We will gladly send out a free replacement or issue a full refund (including original shipping costs) at no cost to you.

Refund Processing

Once your return is received and inspected at our Edmonton studio, we will email you to notify you of the approval of your refund. Approved refunds are automatically processed back to your original payment method (Credit Card, Apple Pay, or Google Pay) within 5 to 10 business days, depending on your bank or card issuer’s processing times.

Order Cancellations & Exchanges

• Cancellations: Orders may be cancelled for a full refund at any time before a shipping label is generated and dispatched. Once an order has been handed over to our courier partners, it must follow the standard return process.

• Exchanges: The fastest way to get a different color or style is to initiate a return for your original item and place a new order on lokoshop.ca.

Contact Us

For any questions regarding returns or refunds, reach out to us at:

• Email: hello.lokoshop@gmail.com

• Phone: (587) 921-5185

• Return & Mailing Address: LOKO, 2603 65 St SW, Edmonton, AB, T6X 3G5, Canada