Refund policy

Return & Refund Policy

At Louxilou, we want you to love your purchase. If you're not completely satisfied, we're here to help.

Returns

We offer a 30-day return period from the date your order is delivered. To request a return, you must contact us within 30 days of receiving your order.

To be eligible for a return, the item must:

  • Be unworn, unused, unwashed, and free from perfume, deodorant, makeup, stains, pet hair, or any other signs of wear.

  • Have all original tags attached.

  • Be returned in its original packaging where reasonably possible.

  • Be accompanied by proof of purchase (order confirmation or receipt).

Returns that do not meet these conditions may be refused.

How to Request a Return

To begin a return, please email louxiloufashion@gmail.com with:

  • Your order number.

  • The reason for the return.

  • Clear photographs of the item (if the item is damaged, incorrect, or defective).

Please do not send any item back without first receiving return approval and return instructions from Louxilou.

As a curated fashion business working with fulfilment partners, return addresses may vary depending on the product and supplier. The correct return address and instructions will be provided once your return request has been approved.

Returns sent without prior authorization may be refused and returned to the sender.

Return Shipping

Unless the item is incorrect, defective, or damaged upon arrival, customers are responsible for the cost of return shipping.

Original shipping charges (where applicable) are non-refundable.

We recommend using a tracked shipping service, as Louxilou cannot accept responsibility for returns lost or damaged during transit.

Damaged, Defective or Incorrect Items

Please inspect your order immediately after delivery.

If your item arrives damaged, defective, or you receive the wrong item, you must notify us within 48 hours of delivery by emailing louxiloufashion@gmail.com.

Please include:

  • Your order number.

  • A description of the issue.

  • Clear photographs of:

    • The item.

    • The packaging.

    • The shipping label.

    • The defect or damage.

Failure to report damage within this timeframe may affect our ability to investigate and resolve your claim.

Sizing

Please carefully review the size guide provided on each product page before placing your order.

As sizing may vary between manufacturers and brands, customers are responsible for selecting the appropriate size.

Returns based solely on ordering the wrong size may be accepted in accordance with this policy; however, return shipping costs remain the customer's responsibility.

Colour & Product Appearance

We make every reasonable effort to display our products as accurately as possible.

However, actual colours may vary slightly due to differences in device screens, lighting conditions, photography, and manufacturing processes.

Minor variations in colour, texture, stitching, measurements (within normal manufacturing tolerances), or packaging are not considered defects.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Gift cards.

  • Final sale or clearance items.

  • Personalised or custom-made products.

  • Beauty or personal care products (if offered).

  • Earrings and other hygiene-sensitive accessories (if offered).

  • Any item returned in a used, damaged, altered, or unsellable condition.

Exchanges

We do not offer direct exchanges.

If you wish to receive a different size, colour, or style, please request a return (if eligible). Once your return has been approved and processed, you may place a new order for your preferred item.

European Union Customers

If your order is delivered within the European Union, you may have additional statutory rights, including a 14-day cooling-off period where applicable under EU consumer protection laws.

These rights apply only where legally required and do not affect your other statutory consumer rights.

Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

Please allow up to 10 business days for the refund to be processed after approval. Your bank or payment provider may require additional time before the funds appear in your account.

Shipping charges, customs duties, taxes, import fees, and return shipping costs are non-refundable unless the return is due to our error or the item is confirmed to be defective.

Louxilou reserves the right to refuse refunds where the returned item does not meet the conditions outlined in this policy or where fraudulent, abusive, or excessive return activity is identified.

For any questions regarding returns or refunds, please contact us at louxiloufashion@gmail.com.