FAQs
What is your exchange/return policy?
LOUPN offers complimentary return shipping for customers in the US for any item that you’d like to exchange or return. Click here to start an exchange/return.
Articles are accepted for a refund, merchandise credit or exchange if returned unworn within 30 days, accompanied by a sales receipt. Some exclusions may apply.
A refund will be made to the purchaser in the original form of payment once the returned product is received. Gift recipients are entitled to a nonrefundable merchandise credit, or an exchange.
What if I don't know my size?
We can help. We have a size chart you can print and measure. We take pride in making sure you are satisfied with the fit and quality of our pieces. We can help make suggestions on sizes and improve our size offerings as we grow.
Need additional help? Email us at: hello@loupn.com
How do you pronounce LOUPN?
Loop-in
What does LOUPN mean?
LOUPN is based on the idea that what goes around comes around. We are big believers in that the energy you put out into the world is the energy you will receive back. We hope to bring positivity and light to anyone who wears our pieces.
LOUPN also refers to going crazy because we all do at times!
LOUP means wolf in French and we represent the characteristics of a wolfpack - loyal and fierce.
LOUPN refers to loops and linked chains that connect us all. Through self expression, we hope to help anyone feel badass, a sense of sanity, and reminded of good things to come.
Who can wear your products?
Anyone can wear our products! Our clean designs are easy to incorporate into anyone’s daily fits. We do have some limited size options in our beginnings but we are expanding our size options as we grow.
Where are your products made?
All of our pieces are handcrafted and sourced in Seoul, Korea. Some of our pieces are specially handcrafted by our Co-Founder Eunhee. Our grandfather was a watchmaker so we carry the same work ethics and appreciation for craftsmanship.
What materials are used to make your products?
All of our silver pieces are made with 925 sterling silver. All of our leather pieces are made with genuine leather and stainless steel clasps. We believe in using recyclable materials that can last a lifetime.
Will you have gold products?
In the future, absolutely! Because we believe in products that can last a lifetime, we don’t use gold plating or brass since gold plating tends to fade quickly, and tarnish without the ability to restore. This means they will soon end up in landfills, and we hate wasting resources, time, and money. Some of our pieces can be made with 14K or 18K gold. Reach out to us for pricing as gold prices fluctuates over time.
How do you support social responsibility?
On a product level, we use recyclable and long lasting materials so less lands up in landfills. Our designs are timeless designs so that they can be worn for years to come and passed down to generations.
On a social level, we believe in empowering the underserved communities. Anyone can wear our products but we made a conscious decision to serve and work with minority men to represent our brand. As the backbone of our families, we want to help boost confidence for minority men, and develop role models for the minority youth to relate to and look up to.
We also donate to various charities including AAPI Community Fund to help the underserved communities and the youth.
SHIPPING PROTECTION
What is Route and Green Package Protection?
Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.
Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here
Purchased Route's Green Package Protection and looking to file a shipping issue online? File here
What is Carbon Neutral Shipping?
Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action – no donation required.
How does Green Package Protection/Carbon Neutral Shipping work?
Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.
Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.
In both cases, the Route Premium cost will not be refunded.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.
When Should I File a Claim?
Marked As Delivered (Stolen)
- Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered.
- Please note, some order issues may require a police report to be filed.
Stuck In Transit (Lost)
- For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
- For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
Damaged
- Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
All of Route’s policies are listed here
What if My Order Never Arrives or is Stolen?
Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout.
If your order has not arrived, please file a claim with Route here.
What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us and we will be happy to work with you to remedy the situation.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.