When do you ask customers for reviews?

We send you a review request one month after you receive your order. We reckon that's the minimum amount of time needed to have worn and washed a garment several times and to really form a well-informed opinion. After that, all your reviews are published within the week, whether they're good or not.

Do you ask for reviews on 100% of the products customers order?

We used to do that at first, then we realised we were starting to send far too many emails to some people who buy from us regularly. In short, we were spamming a bit. On top of that, it was starting to take up way too much of the team's time to reply to reviews - since we want to reply individually and privately to almost every person 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 shown on the site for people who want to buy to form a well-informed opinion about the product 2/ We've read enough reviews within the Loom team to understand how to improve the product for the next generation.

Hold your horses: what proves we don't tamper with reviews by slapping 5 stars everywhere?

Honestly: nothing, we're just giving you our word. Same as for everything else, by the way: where we manufacture, where our wool comes from, our lab test scores, and so on. The only times we might touch what you write are if your message contains spelling mistakes (and even then, quite a few slip past us) or if it's racist, homophobic, and so on (but that's never happened so far).

Asking for a review after a month isn't enough to know whether the clothes really are durable, is it?

You're right, which is why we send you another review request email a year after your purchase – we even ask for a photo to see how your garment has aged. The answers help us improve our clothes and provide information about "how this product will age" on our product pages. To avoid bothering our customers needlessly, we don't ask for these reviews on 100% of the products ordered: as soon as we have enough data to understand the areas for improvement, we stop asking for the one-year reviews.