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Refund policy

 

DELIVERY POLICY

LOULOU proudly offers complimentary shipping on all national and international orders, demonstrating our commitment to exceptional client service. For international deliveries, we entrust DHL Express International to ensure prompt and secure transit.

Delivery Timelines:

Standard Orders: Delivery is anticipated within 7-15 business days internationally, subject to variations due to external factors.

Pre-order Items: For our exclusive pre-order selections, please allow 21-30 business days for delivery.

While LOULOU strives for efficiency, please note that delivery delays due to circumstances beyond our control may occur.

Shipping Specifications:

Orders are dispatched to the address provided during checkout. To ensure security and efficiency, LOULOU does not deliver to P.O. Boxes.  

Should you order multiple items, please be aware that shipments may occur in parts if certain items are momentarily unavailable.

TAXES & DUTIES

For customers in Romania and the EU, LOULOU includes all taxes and duties in your purchase price, ensuring a seamless delivery with no additional fees.

For international customers outside these regions, you will be responsible for the direct payment of any import duties and taxes to our carrier upon delivery.

We recommend contacting your local customs office for detailed information before placing your order.

ORDER CANCELLATION

Once a pre-order has been dispatched, we regret that cancellations or modifications cannot be accommodated. We encourage thorough review and consideration before finalizing your order.

COUTURE CRAFTSMANSHIP & DELIVERY

At LOULOU, our commitment to couture craftsmanship is paramount. Each piece is a testament to luxury and bespoke design, crafted with meticulous attention to detail in our Bucharest ateliers. The creation of our couture pieces involves intricate processes and hand-finishing by skilled artisans, demanding time and dedication.

As many of our designs are crafted from scratch to meet individual specifications, the delivery timeframe for our couture items can extend up to 15 working days. This ensures that every piece meets the highest standards of quality and exclusivity that LOULOU is celebrated for. We cherish your patience and understanding as we craft a masterpiece uniquely for you, reflecting the artistry and passion that are the hallmarks of our brand.

RETURNS & EXCHANGES

Return Eligibility:

Returns and exchanges are accepted within 14 days of delivery for items in their original, unused condition, with all tags attached and in original packaging. This policy applies to full-price and promotional items, excluding sale items which are non-returnable and non-refundable.

Refund Policy Highlight:

The value of your order, minus the costs of both delivery and return shipping, will be refunded to your account within no more than 14 business days, depending on your bank. Refunds are processed once the returned item has been received and its condition verified.

Customers are responsible for the return shipping costs, unless otherwise specified by LOULOU. Returns may be made with any courier services and must be sent directly to our official headquarters; we do not accept returns dispatched to PO Boxes or via Postal Service. We are not responsible for retrieving items not delivered to our offices.

Within Romania, returns may be made with any courier service, excluding the Romanian Postal Service.

Additional Return Conditions:

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. 

Immediate contact is advised if any items are delivered without LOULOU tags, as unidentified returns might be sent back to the sender.

Returns of items that have been altered (e.g., hemming, waist adjustments) will not be accepted. It's also important to note that customized items, as per law, are non-returnable.

PROCESSING YOUR RETURN

To initiate a return, please reach out to returns@loulouthebrand.com for guidance through the process, ensuring your items meet our conditions for a smooth refund experience.

CONTACT US

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