How do I leave a review?

To ensure that the reviews on our site come from real customers, we send review request emails directly to people who have placed an order on our website.

When do you ask customers for reviews?

We’ll send you a review request one month after we receive your order. We believe this is the minimum amount of time needed to have worn and washed an item several times and to form a truly informed opinion. After that, all your reviews are published within a week, whether they’re positive or not.

Do you request reviews for 100% of the products ordered by customers?

We used to do that at first, but then we realized we were starting to send way too many emails to certain people who shop with us regularly. In short, we were spamming them a bit. On top of that, it was starting to take the team way too much time to respond to reviews—since we want to reply individually and privately to almost everyone who leaves us a review. Today, we no longer ask for reviews on products that meet the following two criteria: 1/ There are enough reviews posted on the site for potential buyers to form an informed opinion about the product. 2/ We on the Loom team have read enough reviews to understand how to evolve the product to the next generation.

Just a quick thought: What proves that we aren't manipulating reviews by giving 5-star ratings to everything?

Honestly: nothing—we’re just giving you our word. Just like with everything else, actually: where we manufacture our products, where our wool comes from, our lab test results, and so on. The only times we might edit what you write is if your message contains spelling mistakes (and even then, quite a few slip past us) or if it’s racist, homophobic, etc. (but that hasn’t happened yet).

Asking for feedback after just one month isn't enough to know if the clothes are really durable, is it?

You’re right—that’s why, since mid-2020, we’ve been asking you this question one year after your purchase, and even asking for a photo so we can see how your garment has aged. For now, we use this information solely to improve our garments for the next generation, but we plan to publish it on our website soon. To avoid unnecessarily bothering our customers, we don’t request one-year reviews for 100% of the products ordered. As soon as we’ve read enough reviews to understand where a specific product could be improved, we stop sending out those review requests.

What if I want to leave a review on a whim?

Send us an email at hello@loom.fr