Last Updated: 6/22/2026
At Lookwena, we want every customer to feel confident about what they're bringing into their home. If something isn't quite right when your order arrives, we've built a straightforward process to make it right — no runaround, no fine print designed to trip you up.
Canceling an Order Before It Ships
If you change your mind shortly after placing your order, you can request a cancellation within 24 hours of checkout by emailing us at Info@lookwena.com. Please include your order number in the subject line so our team can locate your order quickly.
Beyond the 24-hour window, we can't guarantee that cancellation will still be possible — your order may have already moved into the fulfillment queue. Once your order has shipped, cancellation is no longer an option; you're welcome to initiate a return after delivery instead.
Our 30-Day Return Window
You have 30 days from the day your order is delivered to initiate a return. We don't charge restocking fees, and our support team will walk you through every step.
To qualify for a return, items must arrive back to us unused and in the same condition you received them, in their original packaging with all tags, hardware, accessories, and documentation, and free of damage that wasn't present at delivery. Restocking fee: $0.
Who Pays for Return Shipping
If the issue is on our end, return shipping is on us — this covers items that arrive incorrect, damaged in transit, or defective. If you're returning for change-of-mind reasons (wrong item selected, doesn't fit your space, or you've simply changed your mind), you're responsible for the cost of return shipping, and the original outbound shipping cost is non-refundable.
Step-by-Step Return Instructions
Step 1 — Reach Out. Email Info@lookwena.com with your order number and a brief explanation. If the item is damaged or defective, attach a few clear photos so we can move quickly.
Step 2 — Repackage Your Item. Place the item back into its original packaging along with every tag, accessory, manual, and piece of hardware.
Step 3 — Ship It Back. Once we've reviewed your request, you'll receive a return authorization email with the return address and shipping instructions.
How Refunds Are Processed
As soon as your returned item reaches our warehouse, our team inspects it to confirm it meets the return condition requirements above. Once approved, we initiate the refund to your original payment method — please allow up to 7 business days for funds to appear, depending on your bank. If a return doesn't meet the eligibility requirements on inspection, our team will reach out to you directly before any next steps.
Exchanges
Need a different size, color, or product entirely? Email Info@lookwena.com with your order number and what you'd like to switch to, and we'll guide you through the exchange.
If Your Order Doesn't Arrive
If tracking shows your package delayed beyond the expected window, or it never arrives, contact Info@lookwena.com with your order number and we'll open an investigation with the carrier. If the package is confirmed lost, we'll issue a full refund or ship a replacement at no additional cost — your choice.
Items That Can't Be Returned
For health, hygiene, and safety reasons, a small number of items are not eligible for return. Any non-returnable product is clearly labeled as such on its product page before purchase.
Warranty
Every Lookwena piece carries a 3-year warranty. If a part breaks, bends, or fails under normal home use within 3 years of delivery, we ship the replacement part directly to you — no return required. This covers structural parts, hardware, and finish defects under normal home use. Not covered: damage from misuse, modification, loads beyond the published capacity, or normal cosmetic wear. To start a claim, email Info@lookwena.com with your order number and a photo.
Contact Information
Store Name: Lookwena
Store Address: 1211 20th Place, Hermosa Beach, CA 90254, United States
Store Email: Info@lookwena.com
Store Phone: 351-355-3580
Customer Service Hours: Monday to Friday, 9:00 AM - 5:00 PM (PST)
Response Time: We do our best to reply to your e-mail within 1-2 business days.