We always send e-mail confirmation once your order has gone through. If you haven't received an e-mail from us this means your order was not completed. Have you checked your spam folder? Sometimes our e-mails can end up here.

You can also connect to your customer account here to see your past and present orders.

Once your order has been validated and paid for we're unable to proceed to any changes. Please make sure to check that all the products/ information are correct before finalising your order.

We're sorry to hear this! Our team does their very best to ensure that each ordre is correct.

In this is the case you can send us a message here to let us know. In order to make sure that we can move forward as fast as possible, please don't forget to provide:

• Full name
• Order number
• Missing Item
• Pictures
  

Once we receive your e-mail we will get back to you as soon as possible about how we can proceed.

We do indeed ship worldwide through DHL Express. Transit time may vary depending on your destination but we mostly can deliver across the world in under 8 working days.

EU SHIPPING

We offer complimentary express shipping to (and returns from) addresses within the EU over 150€. Orders are expedited in 1-3 days and are generally delivered in under 3 days. Orders placed after 11 a.m. will ship on the next business day. We do not ship to PO Boxes.

INTERNATIONAL SHIPPING

We offer complimentary express shipping to (and returns from) addresses within the US over 400$. Orders are expedited in 1-3 days and are generally delivered in under 5 days. Orders placed after 11 a.m. will ship on the next business day. We do not ship to PO Boxes.

We ship our orders with custom fees included. So there should be no extra costs associated to your order.

However, if for any reason the country of reception decides to charge extra taxes outside of these custom fees we do not accept responsability for said fees. These may include but are not limited to:

• Fees related to last minute import fees due to changing county policies.
• All charges in relation to specific country rules for importing.
• Delivery fees due to rescheduling or inaccessibility
• Any other extra fees that are charged by the country of import outside of custom fees.

We're sorry to hear you're having issues with your delivery and we'll of course look into this.

We request that all orders sent by us be signed for on delivery. In the case that you did not receive your order but your order is stated as delivered, please contact both us via the contact page and also proceed to contact the DHL customer service to make a claim.

In the contact form to us please provide:

• Full name
• Tracking number
• Order number

Please note that we can't be held accountable for orders that are lost or dropped of at a different location as this is the carrier's responsability.

We're sorry to hear you're having issues with your delivery and we'll of course look into this.

This may be due to a high number of order during sales or holiday season. We hand pick each order so please be aware that our team is doing it's very best.

Our warehouse and customer service is not open on weekends in order to respect a healthy work life balance at Loulou De Saison.

Please not below the dates of closing of our warehouse & customer service that may prolong your delivery:

• New years day: January 1st
• Easter monday: Monday after easter sunday
• Victory day: May 8th
• Bastille day: July 14th
• Yearly summer closing: August 11th to 17th
• Assumption: August 15th
• All saints day: November 1st
• Armistice day: November 11th
• LDS day off: October 2nd
• Christmas day: December 25th
• Boxing day: December 26th

Items purchased on louloudesaison.com are eligible for return provided that they are returned within 14 days of the item's delivery date in new, unused, unworn, unwashed, unaltered, and undamaged condition, with all original tags attached.

To initiate a return, you can connect to your customer account here and request a return via your account. You do not need to have created an account to do so. However you will have to connect with the e-mail used to place your order. Fill in your e-mail and you will receive a 6 digit security code. 

Below the detailed process: 

• Connect to your account here with the email used to place the order 
• Fill in the 6 digital security code received by e-mail
• Go to your order history and click on "request a return" on the order containing the item(s) you wish to return. 
• Select the item(s) you wish to return and fill in the reason for return 
• Once done finalise the request by clicking on the button "request return" located at the end of the order recap. 
• If your return is accepted you will receive the return documents via e-mail. 

As stated in our shipping policy, returns are free for orders over 150€ in the EU and 400$ for orders worldwide. Under these minimum amounts return fees are up to the customer. Please contact us at: eshop@louloudesaison.com

Please note that initial shipping fees billed are not refunded in the order refund as this is a service that is paid for and completed wether the items are kept or not.

Returns will need to be sent to the following address: 

• Loulou De Saison 
• Located at: 150 - 152 Rue de Paris, 93100, Montreuil, Paris
• Contact: logistic@louloudesaison.com

EUROPE

• Returns on orders over 150€: To initiate a return, please connect to your account and request return to receive via e-mail your pre-paid DHL return label.

• Returns on orders under 150€: Orders under this amount are not eligible for complimentary returns, and a 20€ shipping fee will be deducted from your refund. The return request however still remains the same, log-in here to initiate the process.

INTERNATIONAL

• International returns over 400$: To initiate a return, please connect to your account and request return to receive via e-mail your pre-paid DHL return label.

• Returns on orders under 400$: Orders under this amount are not eligible for complimentary returns, and a 45$ shipping fee will be deducted from your refund. The return request however still remains the same, log-in here to initiate the process.

At this time we're unable to offer standard exchanges. We hope to have this setup very soon.

If you wish to exchange a size, please email us so we can reserve the item for you. Proceed to return your item that we will refund (providing return requirements are met) and you can place an order for the new size.

You may also bring your return to your nearest Loulou de Saison store. Please let us know that you would like to return in store beforehand by e-mail at: eshop@louloudesaison.com

• The items you wish to return must be in their original condition, all tags and packaging included. Our sales team will check and confirm the condition of your items upon your arrival.

• Please ensure you are within the 14 day return window before bringing your items to a store for return.

• Place the items to be returned into their original packaging (or another sturdy box), along with all forms included in your original shipment, before bringing them to one of our stores for return.

If the above conditions are met, our sales team will process your return once made aware by our store team and issue a refund to your original payment method. You will receive a Refund Confirmation email once your return has been processed and your refund issued.

Please not that our in store team have no possibility to refund you directly as it is an online order and therefore will be refunded online.

Regretfully, this means that the items has sold out. Out of sustainability consciousness we only produce the strict necessary amount that we estimate to sell and we never reproduce.

In this instance, you can sign up to be notified if the item becomes available.

We also invite you to contact our Customer Care team to inquire about in-store availability for sold out items and see if we can make theme available online for you.

We do indeed have 3 stores currently in Paris. With rpojects to open more in the future.

You can find the on our store locator page.

We also have a network of partners with whom we work closely. You can find a list of our resellers (here)