RETURN ELIGIBILITY:

Returns and exchanges are accepted within 14 days of delivery for items in their original, unused condition, with all tags and original packaging intact. Merchandise that has been worn, used or damaged will not be accepted.

This policy applies to full-price and promotional items, excluding sale items which are non-returnable and non-refundable.

If you would like to return a product, please contact customercare@loulouthebrand.com to receive a pre-paid return label. 

Put the invoice (the one you received with your order) inside the package and return your parcel to a drop-off point.

All returns from outside the EU sent without LOULOU’s proforma invoice shall be refused.

EXCHANGES

Please note that we can only exchange a product for a different size within the same model.

REFUND

To be eligible for return merchandise must be returned in the full condition in its original packaging, undamaged, unaltered, not worn, with all original tags, accessories, and a copy of the purchase invoice. Merchandise returned by mail to the warehouse will be processed within 14 business days from receipt.

Once your return is approved, your refund will be credited back to the original form of payment and you will receive a confirmation email. If your return does not meet the conditions listed, the package will be sent back to you.

The refunded amount will be equal to the price paid at checkout less the return shipping cost and less import duties and taxes (if involved). Please note that these charges are only collected on behalf of your national tax/customs authorities and are not charged by LOULOU.

Returns that are damaged, soiled, or have been altered may not be accepted and could be returned to the customer or result in a refused refund.
Returns of items that have been altered (e.g., hemming, waist adjustments) will not be accepted. It's also important to note that customised items, as per law, are non-returnable.

CONTACT US

For more information or assistance, please contact customercare@loulouthebrand.com, indicating the nature of your inquiry (RETURN, COMPLAINT, CUSTOMER CARE) in the email subject for quicker assistance.