FAQs & Contact
On this page you can find answers to some frequently asked questions and if you need help ask one of your own.
Business hours: Monday - Friday 9:00 - 18:00
Orders received before 12 noon will be posted the same day.
01. UK Delivery
We have expanded our UK delivery options for your convenience. You can now choose from second class, first class or for those important deliveries we can offer next day special delivery. All of these services are provided by Royal Mail.
02. Genuine article
Please be aware that there are many fake/counterfeit Rainbow Loom® products available online and at stores. Please only purchase genuine Rainbow Loom® products from this site or other authorized retailers.
Please check www.Rainbowloom.com for a full list.
03. There was a problem with my order
Any problems should be directed to our contact form, please give as much detail as possible, so that your issue can be resolved quickly.
04. Is online Payment secure?
Yes, the payments through our site very secure. We have selected two payment options for your shopping cart: Paypal, whether you have an account set up with them or not are one of the biggest online payment systems in the UK, Secondly, Shopify Payments powered by Stripe who operate in 25 countries around the world.
Neither of these companies provides us with your financial information such as your credit card number, the payments are conducted solely through their own highly secure systems.
05. Returns policy
We will refund the full product price within 30 days of the receipt date for unopened items. You will still be responsible for the full shipping cost.
Here is how to return:
Notify us through our contact form by including the original order confirmation email.
After receiving our reply, please print a copy of our email and enclose it in your return package.
Once we receive the product, we will refund your money back through Paypal.
06. International orders
Delivery within the EU and other countries around the world, is now available and will be shipped by Royal Mail international standard and should arrive in 4-6 working days in Europe and other countries around the world can expect deliveries in 6-8 working days. The cost will depend on the weight of the parcel and will be calculated for you at the checkout.
This is not a time guaranteed service and if for any reason your parcel does not arrive when expected, please allow up to 14 days for delivery, at which time we can decide how you would like to proceed.
Please bear in mind that if you are outside the EU you will be responsible for any duty or VAT applicable in your country.
07. Personal Data
We will never pass on your details to a third party.
08. New Rainbow Loom Products
We are committed to stocking the full range of Rainbow Loom products as seen on the USA web store. At present, not all of the items are available for sale in the UK, as they have not passed the regulation EU tests required by law. This means that they cannot legally be sold in the EU.
The LE bands in particular are part of a limited production run and at this time there are no plans to get them tested for the EU market.
09. Pixel Hobby
This new product line has been added because we tried out some kits and fell in love with them. As with Rainbow Loom, when we find something we love, we want to share it with you. These are also genuine Pixel Hobby products as we are dedicated to bringing only the best to our store.
10. Discount codes
Unfortunately our systems can only cope with one discount code per order, so please use the code best suited for you. Codes must be entered at the time of purchase on the checkout page, if for any reason you can not enter your code please contact us before completing your order.