Returns and warranty

We hope that you are completely happy with your brand new LouLou item, but it may happen that your new item is actually slightly different than you imagined. In that case, it is of course possible to return your purchase within 14 days , after which we will refund the purchase amount to your account.

RETURNS

You can return your order within 14 days from the time of delivery to the address stated on the returns form. This can be done in various ways: 

  1. Return shipment with PostNL (shipping costs at your own expense)

Pack the item together with the invoice in a sturdy box, preferably in the original packaging. Was there a plastic packaging bag around or in the item? Be sure to pack the product in this so that it reaches us safely. Also note the following points:

  • Make sure that the packaging is properly and correctly sealed;
  • Stick the label with the return address on the box. You received this with your order;
  • Take the package to a PostNL location near you and return the package;
  • Ask for proof of postage so you can track the package until it is delivered to us.
  1. Returns at the office (FREE)

Are you nearby? Return your order free of charge by delivering the package yourself to our office in Scheveningen. Our office is usually open on working days from 9:00 AM to 5:00 PM. Please let us know in advance that you are coming by by calling us on 070-3458823. We would find it annoying if you stood in front of a closed door. You can find us at the following address:

LouLou Essentiels
Datheenstraat 57
2583BX The Hague

When returning to our office, please note the following points:

  • Pack the item well, preferably in the original LouLou Essentiels packaging;
  • Don't forget to bring your invoice.

Please note that our office is not a retail address. There is no cash available and items may not be exchangeable on site. In the case of a return, the purchase amount will also be refunded via the payment method used.

EXCHANGE

Would you rather have that SLB wallet in a brighter color or would you be happier with a different LouLou design? It is possible to exchange an unused item for an item of the same price within 14 days . Do you still want an item with a higher or lower price? Then return your item and shop for a new one yourself. We will refund the amount of the first purchase to your account as soon as possible.

  1. Registry exchange:
  • Send an email to shop@loulouessentiels.com and include the following information:
    • Order number;
    • Which item you want to return;
    • Which item you want to receive (order code + color).
  • If the item you want is in stock, we will reserve it for you. In that case you will receive an email from us confirming your reservation;
  • We can reserve an item for a maximum of 5 days, so please make sure you return your item as soon as possible.
  1. Shipping exchange:
  • Pack the product together with the invoice and in the original packaging in a sturdy box;
  • Make sure that the packaging is properly and correctly sealed;
  • Stick the label with the return address on the box. You received this with your order;
  • Take the package to a PostNL location near you and return the package. Please note: return costs will not be reimbursed.
  • Ask for proof of postage so you can track the package until it is delivered to us.

As soon as we have received your return shipment in good order, your new LouLou order will be shipped as soon as possible.

REFUND OR RETURNS

If the return is approved, the outstanding amount will be refunded to the account you used to pay within 5 days.

Your return must meet the following requirements:

  • The products must reach us in good, original and unused condition;
  • Any gifts sent must also be returned (if this is not the case, the value of the gift will be deducted from the return amount).

GUARANTEE

At LouLou Essentiels we guarantee the quality of our products, and we are confident that you will be able to use your LouLou item for years to come. However, it may happen that you have a complaint about a product, so you have a one-year warranty on your purchase. In the event of a complaint, we ask you to do the following:

  • Send an email to info@byloulou.com;
  • Provide a brief description of your complaint;
  • Add a photo of the complaint;
  • Please state the order number.

We will do our best to get back to your email the same (working) day.

At LouLou Essentiels we think it is important to first look at repair options before replacing a product. Small repairs are often possible and unnecessary waste can be prevented. You can always contact us with small repairs such as hooks or clutch handles, we are happy to help you!