Terms & Conditions

www.loulou.co and www.loulouthebrand.com are the property of LOULOU DEVELOPMENT TIA SRL (J40/6399/08.04.2121 / CUI 44072742). The access and the use of this site, of the information, services, and products therein are regulated by the following Terms and Conditions (“T&C”) and by the security of information (SI).

Placing online orders via the website means that you accept the T&C (in the version that is valid at the time of the order) and the SI, and therefore, please read them carefully.

LOULOU reserves the right to make changes to its Terms & Conditions without notice. Any changes to the T&C will be effective for all new orders placed after the change is published on website. You should therefore review this page from time to time for updated information.

All prices are in EUR / USD / RON and are inclusive of VAT. Prices may change when discount policy applies or the exchange rate changes.

Final purchase price for orders shipped outside the EU will be calculated with local VAT at checkout. Please note, that duties for your country will be applied and invoiced separately through our carrier.

The design, texts, graphics, structure and all information on www.loulou.co and www.loulouthebrand.com domain are the exclusive property of LOULOU DEVELOPMENT TIA srl. Use of any materials and information displayed on this website is forbidden and illegal without the express written permission from LOULOU DEVELOPMENT TIA srl.

The intellectual property rights in all software and content made available to you on or through this Website remains the property of LOULOU or its licensors and are protected by copyright laws and treaties around the world. All such rights are reserved by LOULOU and its licensors. You may store, print and display the content supplied solely for your own personal use. You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on this Website nor may you use any such content in connection with any business or commercial enterprise.

You shall not modify, translate, reverse engineer, decompile, disassemble or create derivative works based on any software or accompanying documentation supplied by Loulou or its licensors. No license or consent is granted to you to use these marks in any way, and you agree not to use these marks or any marks which are similar without the express written permission of Loulou.

The contract between us and the Purchaser shall be governed by the Romanian law and shall be construed pursuant to the regulations thereof. Any disagreements shall be settled amicably. If disagreements may not be solved amicably, they shall be subject to the Court of International Commercial Arbitration of the Chamber of Commerce and Industry of Romania, according to the regulation thereof.

Neither of the Contracting Parties shall be liable for the failure to perform in due time and/or the improper — total or partial — performance of any of its obligations under this contract, if the non-performance or improper performance of those obligations was due to force majeure, as defined by law.

For any complaints, please contact us at sales@loulouthebrand.com or by phone +40 735 221 395. We assure you that we will do our best to solve your complaints in the shortest time possible. Please allow up to 30 days for the resolution of your complaint.

In order to be able to place an order, there are two options that can be used. You can either register (create an account and log in to make the purchase) or you can use the GUEST CHECKOUT option.

By placing an order on our website, you give us permission to use your information (including the information added) in order to deliver the products, the services and the information required. This also involves the agreement towards third parties who are involved in the above-described activity.
We understand that with the acceptance of the T&C and the SI we have your consent to use the information provided by you in order to exclude any possible fraud. This information could be recorded by the authorized bodies.

In order to make purchases on the website you will be required to provide your personal details. In particular, you must provide your real name, phone number, email address and other requested information as indicated. Furthermore, you will be required to provide payment details that you represent and warrant are both valid and correct and you confirm that you are the person referred to in the Billing information provided.

To make a purchase, simply click the “ADD TO BAG” button next to the desired product to place it in your Shopping Bag. Follow the directions through the checkout process to complete your order.

When you place an order, you will receive an email acknowledging the details (receipt) of your order. This email is NOT an acceptance of your order, just a confirmation that we have received it.

Once we have verified your order and payment details and have approved your order, we will contact you via email to inform you of this.

If you are in-between sizes and want to ensure the perfect fit, you can opt for the made-to-measure option for an extra fee of 200 EUR / 250 USD applied at checkout.

( Please note that made-to-measure items & custom made items are not eligible for return. )

The order can be cancelled in a maximum 3 days since the order confirmation. In the case that the package has already been sent, please follow the Return steps.

In-stock items — Order before 2 PM Monday — Thursday for next day delivery. Orders are only dispatched on weekdays.

Some items are not available on immediate stock. Some items are made to order and it will take in between 4—6 weeks for the manufacturing process.

For Couture and Bridal Categories, the average manufacturing time is 8—12 weeks.

Our customer care team is standing by and will be happy to assist you. Please call us at +40 735 221 395 for assistance.

Before ordering any item, please carefully check the availability on the product page. You will find all necessary information on the product description page. If you need further information, please contact us at sales@loulouthebrand.com

Please take note that we are not responsible for any delays your package might suffer due to independent reasons.

If for any reason, the purchased item(s) are not quite right, we accept NON-SALE items in new condition for a full refund and we are happy to offer a refund or exchange on full price items, within 14 days of receiving your order.

Items must be returned in its original state with all tags still attached. Garments that are returned with signs of being worn or delivered to our returns team outside of the stated 14 day policy window will not be accepted.

If the return parcel does not include the brand’s original packaging an additional 39 Euro fee will be deducted from your refund.

Customers from all countries are responsible for returning their items back to us at the following address:

( Please note that made-to-measure items & custom made items are not eligible for return.

For all categories except Couture and Bridal, we will deduct from the refund 10% off the price of the order due to handling and taxes.

For Couture and Bridal Categories, we will deduct from the refund 15% off the price of the order due to handling and taxes.

Customers outside the EU are also responsible for returns taxes and duties.

Eligible returned items can be refunded via the original payment method or via store credit. Please allow us 14—30 days to process your refund from the moment we recieve and approve your return. The approval process may take 5—7 days. You will be notified via email of the status of your return.

Products purchased during our sales campaign or from any promotion can NOT be returned nor exchanged nor refunded. Made-to-measure & bespoke garments can NOT be returned.

Should you fail to meet any of these requirements, you will be notified by email and the package may be returned to you. We are, however, not responsible for any additional shipping costs. Should you refuse to accept the returned package, we reserve the right to keep the item and the corresponding amount that was paid.

For any further questions regarding our Return Policy, please contact us at sales@loulouthebrand.com

For quicker processing, please add to the subject of your email the reason for contacting us (RETURN, COMPLAINT, CUSTOMER CARE).

No additional taxes or customs duties are charged for articles that are shipped within the European Union. The articles prices and shipping costs include VAT and are thus listed as gross prices.

The following countries are members of the European Union: Germany, Austria, Great Britain, Belgium, Bulgaria, Denmark, Estonia, Finland, France, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain, The Czech, Republic, Hungary, Cyprus (southern part).

As soon as the articles arrive at the destination, sales tax on imports as well as customs duties and handling costs will be determined by the respective customs office. The recipient will then be invoiced by our logistics partner carrier company. By submitting your order you undertake to guarantee the import of the respective articles by paying and/or delivering the necessary information. Please be aware that import regulations vary from country to country. Please note that shipping costs will not be refunded.

In case of any queries on the amount of taxes and fees that are to be paid, please contact our customer care team at: sales@loulouthebrand.com. Please note that information is delivered without liability. For binding information, please contact the customs office in charge before submitting your order.

Please note that customs duties, sales tax on imports as well as handling costs that were charged to the recipient by the carrier company by order of the customs office, cannot be refunded by LOULOU even in case the articles should be returned.

1.1. These terms and conditions apply to any holder of a gift or physical electronic card (hereinafter referred to as the Loulou Gift Card). By purchasing and using the LOULOU Gift Card you confirm your agreement to abide by these terms and conditions.

2.1. Loulou Gift Card can be purchased exclusively through the LOULOU platform.

2.2. This card is exclusively in electronic format and is subject to the Terms & Conditions of sc LOULOU DEVELOPMENT TIA srl.

2.3. Loulou Gift Card can be used by the buyer of the Card or can be sent to another person as a gift. Receiving a Card, the new holder undertakes to comply with these terms and conditions

2.4. The electronic card is valid based on a unique code written on its back.

2.5. The value of the Loulou Gift Card is inscribed on the Card and represents the full amount that the buyer has at his disposal for purchases within LOULOU.

2.6. Loulou Gift Card will be sent on the email declared by the buyer, within 72 hours from the confirmation of the purchase.

2.7. Customers can make an appointment in the LOULOU showroom based on the card and will benefit from the exemption of payment of the appointment fee in the amount of 500 RON.

2.8. Placing orders for Bridal products is done at least 3 months before the date of their completion.

2.9. The delivery of the products purchased based on LOULOU Gift Card is free on the entire territory of Romania. Delivery of products outside Romania may suffer extra costs that will be communicated to the customer by LOULOU DEVELOPMENT TIA srl when confirming the order and delivery address.

3.1. Loulou Gift Card is valid exclusively for purchases from Loulou collections on the official LOULOU website, as well as in the official Showroom. This Card is also valid for personalized purchases based on the client’s requirements from the Bridal and Evening collections.

3.2. The purchased card is valid for a period of 1 year, starting with the purchase date.

3.3. At the time of expiration of your Card, any amount remaining on the Card will no longer be able to be spent and is considered lost. You are not entitled to a refund of the amounts remaining on the Card after its expiration date.

3.4. The card cannot be recharged with additional amounts. If the value of the purchase exceeds the value available on the card, the customer will pay the difference by a method agreed by LOULOU (cash, card, bank transfer or any other method available within the company at that time).

3.5. Loulou Gift Card is not a card supported by a bank account and is in no way linked to a bank account. It is also not a warranty card or credit card. You will not receive interest for the amounts of money existing on this Card.

3.6. The liability of sc LOULOU DEVELOPMENT TIA srl will be limited to the amount outstanding on the Card or to the value of the transaction.

3.7. Purchases made by Loulou Gift Card are subject to the Terms and Conditions on our site.

3.8. The card is valid for a single purchase. Any amount left unspent after the purchase will be lost and will not be refunded or used for subsequent purchases.

4.1. Buyers or beneficiaries of the Card may not request a refund of any amount in the Card’s balance.

5.1. The buyer of a Card does not benefit from the right of withdrawal according to the provisions of art. 16 letter c) of the Emergency Ordinance no. 34/2014 on consumer rights in contracts concluded with professionals, if they purchased it following an online sale.

6.1. If you wish to make a complaint or contact us for any other reason related to these terms and conditions, you can write to us by accessing the email address contact@loulouthebrand.com or using the contact form on the website www.loulouthebrand.com/contact

7.1. We respect the privacy and security of the processing of personal data of each person who accesses the site www.loulouthebrand.com in order to make online orders.

In accordance with the provisions of Law no. 677/2001 for the protection of persons regarding the processing of personal data and the free movement of these data and of Law no. 506/2004 regarding the processing of personal data and the protection of privacy, we have the obligation to administer in safe conditions and only for the purposes presented below, the personal data in our possession.

We undertake to maintain the confidentiality of personal data provided through our site, as provided by the provisions of Law 677/2001 with subsequent amendments on the protection of personal data.

In accordance with the provisions of Law no. 677/2001, you have the following rights:

a. The right to information (art. 12)
b. The right of access to personal data (art. 13);
c. The right to intervene on personal data (art. 14);
d. The right of opposition (art. 15);
e. The right not to be subject to an individual decision (art. 17);
f. The right to go to court (art. 18).

With your consent, we may use your personal data in accordance with the purpose mentioned below.
If you want your personal data to be updated or removed from the database, or you have questions about data privacy, you can contact / notify us at any time using the contact details on the site.

a. transmission of offers, advertising and marketing messages;
b. information about the Loulou Gift Card product.

The purpose of data collection (name, surname, personal numerical code) is to fulfill the legal formalities for knowing the clientele provided by Law no. 656/2002, for prevention and sanctioning money laundering, as well as for instituting measures to prevent and combat the financing of terrorist acts.

We will not disclose to third parties any of your data (personal information or optional information) without your consent, unless we have a good faith belief that the law requires us to do so or that this is necessary to protect our rights or the property of our company.

3D Secure (or 3DS) is a secure online payment service available for Visa and MasterCard cards. 3D Secure is a protocol designed to be an additional security layer for online credit and debit card transactions whether the credit card participates in the 3D security programs.

If a credit card holder has registered to the 3D Secure system by using one of the offered registration methods, an additional window will open up after the credit data have been entered. This window is linked with your bank and requires the entry of the Secure Code (a password you selected). Transactions can only be made by entering the correct password. If your credit card has not been registered for any of these programs, payment will be made without further authentication.

When you use the PayPal Services to send money, you’ll be asked to provide information related to that transaction. This information includes the amount and type of the transaction (purchase of goods, purchase of services, or simple money transfer), other purchase details and the email address, or phone number of the third party. Also, when you send money to another PayPal customer, you may be asked to provide personal details to that customer to complete the transaction. Those details may also be passed on to PayPal from that customer. PayPal also collects the Internet address (IP address) and other identifying information about the computer or device you use to access your PayPal account or use the PayPal Services, in order to help detect possible instances of unauthorised transactions.

At checkout — go to step “payment” — please select “wire transfer” and finalize your order.
 You will then receive a confirmation that will be sent automatically by email stating our banking details as well as the order number.

Upon submitting your order, please transfer the overall amount to the following account and state the order number:

Possible transfer costs as well as bank charges shall be borne by the customer. Your order will be dispatched upon receipt of payment on our account.
Refunds from returns will be charged—back to the bank account which the original order was paid from.

In case you encounter any problem with the payment / none of the options above suits you, you can contact us at sales@loulouthebrand.com and ask for a payment link we’ll issue for you.