Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Due to the fact that all items are handmade to pre - order, we urge all our customers to check our sizing guide prior to purchasing. If you are still not sure which size to choose, feel free to contact our Customer Service Team at info@louaz.store.
We deal with every return enquiry on a case-by-case basis. We pack all our items with extra care and attention, doing our best to ensure that the items you purchased arrive to you in the best possible condition.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@louaz.store.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at info@louaz.store.
IMPORTANT NOTE:
It is the customer’s responsibility to pay exchange costs and any customs charges, duties, or taxes imposed by the destination country. Import duties are NOT included in the shipping and return costs and will be charged directly to you after clearing customs.
Cancel order
Due to our packing and shipping process we can only accept cancellation requests sent to Info@louaz.store up to 1 hour after a purchase has been made. The request must include your full name and the order number to be accepted, without this
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
If you believe that your items has been lost, stolen or is faulty please contact us at info@louaz.store for further support.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@louaz.store.
European Union Consumer Rights Directive - Exemption for Custom-Made & Personalized Products
Under the European Union Consumer Rights Directive (Directive 2011/83/EU), customers in the EU generally have the right to cancel their order within 14 days without providing a reason. However, there are exceptions to this right.
According to Article 16 (c) of the Directive, the right of withdrawal does not apply to contracts for the supply of goods that are made to the consumer’s specifications or clearly personalized. This means that custom-made or personalized products, which are specifically manufactured for the customer, are excluded from the 14-day return right.
In other words, as these products are tailored to the customer's specific order and are not resellable to other customers, they cannot be returned or exchanged. LOÙAZ is willing to accommodate the customer here.
By purchasing from www.louaz.store, you accept and agree to this Return and Refund Policy.