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Orders
When will my package be shipped/how long until I receive the package?
Your order is being processed and will be shipped within 24 hours. You should receive the package within 2-5 business days.
My package hasn't arrived. What do I do now?
If you have not received the package within 6 days of purchase, you must contact us at support@loulouis.no
Here we can answer any questions you may have and track your order.
What happens if I forget to pick up the package?
If you forget to collect the parcel, it will be automatically returned to us. Uncollected parcels will be refunded when they are received by us, but a fee of 199NOK will be deducted for shipping and handling.
I received a different product than what I ordered/there is a missing product in my order
If the package contains a different product than the one 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 for your specific issue.
Can I cancel my order?
If you wish to cancel the order, you must contact customer service as soon as possible. It is not possible to cancel orders that have already been dispatched.
Returns & exchanges
What is your return policy?
We offer a 30-day return policy from the date you receive the package.
If you do not wish to keep the package, it must be returned unused and in its original packaging within the 30-day period.
Extended return policy
Generally we only offer an extended return policy during the Christmas season.
Exceptions can be made in extreme cases. Each case is different, so contact customer service if you believe yours qualifies as an extreme case.
Can I exchange jewelry for another product?
In general we cannot exchange products. Instead, we encourage you to return the item and place a new order in our online store.
The money will be credited once we receive the returned item.
I have changed my mind about my purchase, how do I cancel it?
I want to cancel 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 to the address above.
I want to return the order, but I have exceeded the 30-day return period. What should I do?
After 30 days no refunds or gift cards are given. Exceptions only in extreme cases.
Is it possible to have the money credited to a specific credit card?
For refunds, the money will be credited to the card used for the transaction.
Unfortunately, we cannot select a specific credit card to be credited.
How long does it take to process my return?
Our usual processing time is 2–5 business days.
You will be contacted once the return has been processed.
Warranty cases
My jewelry has broken. What do I do?
If your jewelry breaks, you can send it to:
Raskenlundvegen 10, 3928 Porsgrunn.
Norway
Please note that we reserve the right to refuse claims sent to us without an original proof of purchase.
How is my claim being processed?
Each warranty claim is assessed individually. We do not accept claims for products with clear signs of misuse.
Additionally, please note that there is no warranty on gold-plated jewelry where the surface has faded.
How long will it take to process my claim?
Your claim will be processed 5 business days after we have received your package.
Please note that longer processing times may occur during busy periods such as around Christmas.
Are you still wondering?
Contact us
Contact us at support@loulouis.no or send us a DM on Instagram.
