Refund policy
RETURN & EXCHANGE POLICY
Last updated: June 29, 2026
Our Promise.
If your piece does not meet your expectations, or if you require a different size, we provide a seamless, complimentary return process. We stand behind the flawless quality and craftsmanship of every garment that leaves our facility.
— LOULOU
Return Window & Conditions
We accept return and exchange requests within 14 days from the date of delivery. To be eligible for a full refund or exchange, all garments must be returned to our facility in their original, pristine condition:
- The Security Tag Must Remain Attached: Every garment is dispatched with a specialized, highly visible security tag. If this security tag is cut, removed, or altered in any way, the item immediately becomes ineligible for a return, exchange, or refund.
- Pristine Condition: Items must be completely unworn, unwashed, unaltered, and free of any cosmetic traces, including makeup, perfume, or deodorant stains.
- Original Packaging: All original designer garment bags, tissue papers, hangers, and tags must be included within the return parcel.
Complimentary Pre-Paid Shipping Labels
To ensure a premium luxury shopping experience, LOULOU THE BRAND, Inc. is pleased to provide complimentary pre-paid return shipping labels worldwide via our express shipping network (DHL Express).
Please note that returns sent independently without using our authorized pre-paid courier labels will be rejected at customs and safely routed back to the sender at their own expense.
International Customs, Duties & Retail Costs
Our ready collections are fulfilled and shipped directly from our primary facility in Romania (European Union).
- Orders Inside the European Union: Full refunds will include the entire purchase amount, as internal sales taxes are integrated at checkout.
- International Orders (Outside the European Union): While return shipping is complimentary, please note that any original customs duties, local import taxes, or international handling fees levied by your country’s local border authorities are strictly non-refundable by LOULOU THE BRAND, Inc., as these funds are collected directly by your local government.
Exchanges
If you wish to exchange an item for a different size or a separate style, we will gladly arrange a complimentary exchange subject to immediate stock availability. Your replacement piece will be prepared and dispatched as soon as your original item passes our internal physical inspection cycle.
How to Initiate a Return or Exchange
To request your pre-paid return label, kindly contact our concierge desk directly at:
Please include the following references in your email:
- Your official Order Number (e.g., #LOULOU-1001)
- The specific item(s) you wish to return or exchange
- A brief statement regarding the reason for your request
Our support team will review your application and transmit your digital pre-paid shipping label along with precise instructions on how to coordinate your collection appointment with the courier.
Inspection & Processing Timeline
Upon arrival at our facility, all returned parcels undergo a mandatory physical quality verification process by our design experts. Approved returns will be refunded directly to your original method of payment.
Please allow up to 14 business days from the date we receive your parcel to process your refund or dispatch your alternative exchange selection. You will receive an automated email verification the exact moment your refund is cleared.
Refused or Non-Compliant Returns
LOULOU THE BRAND, Inc. reserves the right to decline any returned merchandise that does not comply with the strict parameters outlined above. Non-compliant pieces or items with broken security tags will be sent back to the client's address, and a refund will not be issued.
