Refund policy

Returns & Exchanges at 

Shopping shouldn't be stressful!  That's why we make returns and exchanges a breeze at Lou Lou.  If something isn't quite right, no sweat!  We've got you covered with either a store credit or an easy exchange.  Our top priority is your happiness throughout your shopping experience.

Exchanges are a breeze!  Just shoot us an email at hello@louloushop.com.au  Once we take a peek at your order, we'll send you all the info you need to send it back.  Keep in mind, return shipping for store credit isn't included.  When your item arrives back at our warehouse, we'll give it a quick inspection and then get you sorted with store credit for the full amount of your order, minus the return shipping cost.

We're speedy with exchanges!  Usually, we can get it all processed within 24-48 hours of receiving your return.  And if something arrives a little worse for wear, don't you worry!  We'll get you a refund within 24 hours of checking out the damage.

Just a heads up –  exchanges can only happen after you've received your order.  We can accept exchanges or store credit requests for change of mind within 7 days of your delivery date.

Please Note Regarding Sale Items and Promotional Discounts:

Final Sale Items: Due to the significant price reductions offered on final sale items, Lou Lou regrets to inform you that we are unable to process exchanges, refunds, or returns for these items.

Promotional Events: During promotional events, including storewide discounts, specific brand discounts, or participation in third-party events, our policy remains unchanged regarding sale items.  We are unable to accept returns for sale items that have been further discounted during such promotions.  However, our standard exchange policy remains applicable for full-priced items.

Faulty Items:

Lou Lou is committed to providing products of the highest quality. Each item undergoes a meticulous inspection prior to dispatch.  Should you receive an item with a suspected manufacturing fault, please contact us immediately via email within [insert timeframe] of receiving the item.  Providing one or two clear photos of the defect will facilitate a swift return process.

In accordance with Australian Competition and Consumer Commission (ACCC) guidelines, for minor faults, we reserve the right to repair the item and return it to you.  If the fault is deemed irreparable, we will send you a replacement product identical to your original purchase. In the rare instance that neither repair nor replacement is possible, we will provide a full refund for your purchase.

Important Information Regarding Returns:

  • Return Responsibility: Please note that you are responsible for any items lost during return transit. We regret to inform you that we cannot process exchanges or issue store credit for lost parcels. To minimize this risk, we highly recommend using registered post with a tracking number for all returns.

  • Wear and Tear: We are unable to accept returns for exchange or credit notes if garments exhibit signs of wear and tear sustained after purchase. This includes situations such as detached buttons or malfunctioning zippers resulting from use.

Refunds (if applicable):

  • Return Processing: Once we receive and inspect your returned item, we will send you a confirmation email acknowledging receipt. This email will also inform you of the approval or rejection of your refund request.

  • Approved Refunds: If your refund is approved, we will process it promptly. The credited amount will be automatically applied to your original payment method (credit card, etc.) within a designated timeframe.

Exchanges (if applicable):

  • Exchange Eligibility: We only offer replacements for items that are demonstrably defective or damaged upon arrival.

  • Exchange Process: If you require an exchange for the same item due to a defect, kindly contact us via email at hello@louloushop.com.au. We will then assist you with the exchange process.


Return Shipping:

  • Responsibility: You are responsible for the return shipping costs associated with exchanging an item for a credit note. Please be advised that original shipping costs are non-refundable.

  • Faulty Items: In the case of a faulty item being returned for a refund, we will reimburse you for the original shipping costs incurred.

  • Delivery Timeframe: The delivery timeframe for your exchange will vary depending on your location.