Orders
When will my package be sent/how long before I receive the package?
Your order will be processed and shipped within 24 hours. You should receive the package between 1-4 working days.
My package has not arrived. What do I do now?
If you have not received the package within 4 days of purchase, you must contact us at support@loulouis.no
Here we will be able to answer any questions you may have, as well as track your order.
What happens if I forget to pick up the package?
If you forget to pick up the package, it will automatically be returned to us. Unclaimed packages will be refunded when they are received by us.
I have received a different product than what I ordered/there is a product missing from my order
If the package contains a different product than what you ordered, or if a product is missing, you should contact customer service as soon as possible, and they will do their best to find a good solution to your specific problem.
Can I cancel my order?
If you wish to cancel your order, please contact customer service as soon as possible. It is not possible to cancel orders that have already been sent.
Return & exchange
What is your return policy?
We offer a 30-day right of return from the day of purchase.
If you do not wish to keep the package, it must be returned in unused condition and in the original packaging within the 30-day period.
Extended return policy
In general, we only offer an extended returns policy during the Christmas period.
Exceptions can be made in extreme cases. Every case is different, so contact customer service if you think yours qualifies as an extreme case.
Can I exchange my jewelery for another product?
In general, we cannot exchange products. Instead, we encourage you to return and place a new order in our online store.
The money is credited when we receive the return item.
I have regretted my purchase, how do I cancel?
I regret my purchase. How do I return my order?
You return your order by sending it unused and in its original packaging to:
Raskenlundvegen 10, 3928 Porsgrunn.
Norway
It is not possible to deliver the package in person at the above address.
I want to return the order, but I have exceeded the 30-day return period. What am I doing?
We offer a full refund or gift card of the same value within 14 days. If you choose a gift card, you will not be charged the return fee of 49,-. Between 14 and 30 days, we only offer gift cards corresponding to the value of the product, with a refund fee of 49,- After 30 days, no refunds or gift cards will be given, except in extreme cases.
Is it possible to get the money credited to a specific credit card?
In the event of a refund, the money is credited to the card that was used for the transaction.
Unfortunately, it is not possible for us to choose a specific credit card to which the money is credited.
How long does it take to process my return?
Usually our processing time is between 2-5 working days.
You will be contacted when the return has been processed.
Warranty matters
My jewelry has broken. What am I doing?
If your jewelry breaks, you can send it to:
Raskenlundvegen 10, 3928 Porsgrunn.
Norway
Please note that we reserve the right to refuse claims submitted to us without an original proof of purchase.
How is my claim processed?
Each warranty claim is assessed individually. We do not accept claims for products with clear signs of misuse.
Furthermore, please note that there is no guarantee on gold-plated jewelery where the surface has faded.
How long does it take to process my claim?
Your claim must be processed 5 working days after we have received your package.
Please note that longer processing times may occur during busy periods such as around Christmas.
