Shipping

We currently only ship within the US, Canada, and the United Kingdom. Orders are typically processed and transferred to USPS or DHL within 1-3 days (except during large sales, where we ask for up to 2-3 weeks due to high volume). Please make sure the address is correct (including your Paypal and Apple Pay address if you checkout with either of those) as an incorrect address may significantly delay your order.

In an effort to get your orders out faster, our shipping software will automatically combine shipments when it is able. However, we are unable to accommodate requests to manually combine orders or refund shipping charges. Orders that are combined result in a heavier package, which means more postage is required to ship the order.

Lou Lou is not responsible for change of address or packages lost or delayed in the mail system.

Sale Shipping: Sale items are Final Sale. Sale orders will begin shipping immediately but may take up to 2-4 weeks to ship due to high volumes.

Local Pickup

If you prefer to pick your order up at our Orem, UT warehouse, select Local Pickup as your shipping option. Local pickup is offered free of charge. All order will be ready within 24 hours or 1 business day. Please note that we are only open for pickup between 10am and 4pm MT, Mon-Fri. You will receive an email notifying you as soon as your order is ready for pickup. 

For local pickup orders, please handle your return in store. For returns of online orders please use our return portal. If you need to return something that was included in a local pickup order, please email our customer service team with your request!

Oversold Items

In the event that the item you purchased was oversold, we will refund you for that item and ship the rest of your order. 

Sezzle

On occasion, orders checking out using Sezzle may create an overselling incident because Sezzle is unable to keep live inventory updated. In these circumstances, the last order using Sezzle to checkout will be refunded for the item in question at the time of order fulfillment.

 

Returns & Exchanges

We’re happy to help with your return/exchange. Any product that is unused and unwashed, in its original packaging, and has been purchased within the last 45 days is eligible for return. Items purchased on sale (Monday Markdown, Black Friday, Spring Sale, Second Sale, Online Warehouse Sale) will be marked as "final sale" and are not eligible for return.

Please inspect your item when you receive it as returns that don’t follow these guidelines won’t be accepted. Once we receive an eligible return, your return/exchange will be processed.

Return Criteria:

• In original condition (unwashed/unworn)
• With original packaging
• Purchased within last 45 days
• International orders are not eligible for returns/exchanges

Steps to return/exchange:

1. Go to returns.loulouandcompany.com, enter your order number and zip code
2. Select the items you want to return or exchange, and answer a few questions to understand the reason for the return (answers will not affect your ability to return)
3. Select which action you'd like to take:

• Replace with another of the same item
• Exchange for a different item
• Receive a store credit for the full purchase price
• Receive a refund to your original payment method, minus a 10% handling fee.

4. Print the prepaid return shipping label, repack items into a box or mailer, and drop off at local post office. Please do this quickly as your refund or exchange will not be processed until your return items have been mailed.

Please note: We will cover shipping charges back to our warehouse. Original shipping charges will not be refunded. Previously exchanged items are not eligible for returns or additional exchanges.

Visit returns.loulouandcompany.com to process your return or exchange. 

Please note that our policies are subject to change. Refer to this page to read our current policy.

 

Manufacturing Defects  

We stand behind our products 100% and pride ourselves for having an amazing quality control team working hard to ensure the highest quality possible.  However, there are some rare cases where a faulty item slips through.

We will allow returns on any items that have manufacturing defects for 45 days from the date of purchase.

Not covered under warranty (non-returnable, no exceptions)

• Normal wear and tear (wear holes, pilling, snags on fabric)
• Items that have been modified or personalized
• Accidental damage (washing machine, torn, melted, ate by dog etc.)
• Shrinkage 
• Stains from washing or using
• International orders, sale items, and in-person sales

Covered under warranty (returnable AFTER wash/use, within 45 days)

• Sewn seams and stitching
• Buttons
• Button holes

To contact us about warranty questions or to make a claim, please email us at hello@loulouandcompany.com.

 

International Shipping

All orders are shipped using DHL. There is no tracking beyond the US postal system. Packages may take 2-8 weeks to arrive, depending on the country.

The customer is responsible for any additional fees that may apply to your package once it arrives in your country (taxes, tariffs, customs, duties, etc.). These fees are set by and paid to your country, and are not paid to Lou Lou.

Countries we ship to: USA, Canada, and the United Kingdom.

Please note: Due to high shipping expenses, all international orders are final sale and may not be returned for any reason.