RETURN AND EXCHANGE POLICY

Last updated: April 5, 2026

Our promise.
If your piece arrives faulty, or if you are not satisfied with its quality, you are entitled to a full refund. We stand behind every garment that leaves our atelier.
— LOULOU

At LOULOU, each piece is created individually, upon request, within our atelier.

For this reason, our return policy is designed to prioritise adjustments, exchanges, and solutions, rather than standard returns.

Our approach

We do not operate with pre-produced stock. Each garment is made specifically for the client who orders it.

If anything is not as expected, our priority is always to adjust, correct, or exchange the piece, ensuring it meets the intended fit and finish.

Our team remains fully available to assist you at every step.

Exchanges & adjustments

We offer:

• size exchanges for the same style
• guidance for fit corrections where possible

If your item does not fit as expected, please contact us. In most cases, we can resolve the situation through an exchange or adjustment.

Returns

Return requests are accepted within 14 days of delivery.

Due to the made-to-order nature of our pieces, returns are not processed as standard refunds.

Approved returns are offered in the form of:

• store credit
• exchange

Refunds are granted only in exceptional cases, including:

• faulty items
• confirmed production defects

All items must be returned in original condition: unworn, unaltered, with all tags and packaging included.

Non-returnable items

The following items are not eligible for return:

• customized or made-to-measure pieces
• altered items
• sale items
• items returned worn, damaged, or incomplete

How to request a return or exchange

To initiate a request, please contact:

customercare@loulouthebrand.com

Please include:

• your order number
• the item concerned
• a short description of the situation

Our team will guide you with the next steps.

For returns from outside the EU, parcels must include LOULOU’s proforma invoice and required documentation. Returns sent without these may be refused.

Processing

Once the item is received and inspected, we will proceed with:

• exchange
• store credit
• or refund (if applicable)

Processing time is up to 14 business days from receipt.

Refused returns

LOULOU reserves the right to refuse returns that do not meet the above conditions.

Non-compliant items may be returned to the client.