Loui.rocks
FAQ


SHIPPING

How long does shipping take?
Your order will be immediately processed by our shipping team and take 1–3 working days to reach you. As soon as your order has been processed and collected by the carrier, you will be informed via e-mail.
Occasionally, a delivery may be delayed due to special external circumstances. In this case, we apologize and ask for your patience – we will do our best to make sure you receive your order as soon as possible!


Can I track my order?
Yes! When your order is ready to be shipped, you receive a shipping confirmation e-mail providing further details and a link to an online tracking system. Please note that it may take a few days until the tracking data is available online.

How much do shipping and returns cost?
Within Germany and up to a shopping cart value of EUR 300.00, shipping via standard delivery costs EUR 5.95. For Express deliveries, different prices apply. Within Germany, the shipment of returned items is always free of charge. If items are ordered and returned outside Germany, shipping costs for returns are paid by the buyer.
Your shopping cart always displays the shipping costs upon completion of your purchase.

Can I place orders from outside Germany?
Currently, we only ship within Germany, but will add new countries for shipment in the future. Please send us an e-mail for any questions regarding delivery outside Germany.

Can I exchange my order at the store?
Of course. Simply go to our store and show your order confirmation, invoice or shipping note in printed format or as a PDF file within 30 days from the date on which you received the ordered items.
Remember that refunds can only be made if the returned items are in the original condition, unworn, unwashed and have all the original labels. Only gift cards and vouchers are always excluded from exchange.


Why is an item missing from my order?
Our shipping team makes every effort to process all orders thoroughly and conscientiously. However, if something has gone wrong with your order, we apologize and ask for your understanding. In this case, please contact our customer service and we will try to resolve the issue as soon as possible. It is possible that the order may have been cancelled in whole or in part due to an unintentional pricing error in the online shop. If a price error is detected in relation to the products you ordered, customer service will inform you about this as soon as possible. Generally, the purchase contract is not concluded until you receive the shipping confirmation e-mail containing all details of the shipped items.

Can I amend my order retrospectively?
You are welcome to change your order retrospectively as long as we have not shipped it yet. To do so, simply send an e-mail to our customer service. If your order has already been shipped, you will receive a return label from us so that you can return the order free of charge (within Germany). You also have the right to withdraw within 14 days after the date on which you received the shipping confirmation, which you can always exercise.


RETURNS AND REFUNDS

How can I return ordered items?
If you want to return ordered items, you simply have to send them back to us. Use the return label in your shipping documents. To do so, stick the label in a clearly visible position on the outside of your parcel and drop it at any UPS store. If you don’t have any return label, please contact our customer service.


Are there any time restrictions for returns?
If you want to return one or more items, you can return them within 30 days of the date on which you received the ordered items. Here, the information on when the return was initiated and handed over to the carrier is crucial.

Do I have to pay for shipment of returned items?
Within Germany, the shipment of returned items is always free of charge. If items are ordered outside Germany, shipping costs for returns are paid by the buyer.

Can I exchange the size or colour of items at the store?
If the item is available in a different size or colour, you are welcome to exchange it at our loui.rocks store. If you can't find anything suitable, we will be happy to issue a voucher for the value of the exchange. In addition to the item you wish to exchange, you also have to present the order or shipping confirmation for the item.
If you want to exchange an item online, please make a return and a new purchase.

Are any items excluded from exchange?
In principle, when purchasing via the online store, any product can be returned if the deadline is met. Vouchers or gift cards are always excluded from exchange. Hygiene items such as underwear or swimwear should only be tried on over other clothing, returned in the unopened original packaging and the hygiene foil should not be damaged. For these items, we reserve the right to decide on a case-by-case basis and to refuse a return if necessary. Regardless of this, a refund for the returned items can only be made if they are returned in the original packaging, undamaged, unworn, unwashed and with all labels and receipts.

How long does it take to receive the refund to my account?
If the tracking status shows that we have received your return, it takes about 7 days to check and credit the return. Occasionally, a credit may be delayed due to special external circumstances such as the current COVID-19 pandemic. Please note that there may also be delays of up to 1 week due to payment processes of your bank or credit institution, which are outside our control.


GENERAL

Which payment methods are available in the online shop?
The following payment methods are available:
- PayPal
- Credit card (VISA, MASTERCARD, MAESTRO, (debit Card), American Express)
- SEPA transfer
- Immediate bank transfer

How do I choose the right size?
Since our items are from different brands, it is difficult to give general advice. To give you an understanding of the fit, we indicate the body measurements and clothing size of the respective model on the item detail page. If we have any information on an item’s actual fit, we will provide this information on the item’s detail page. If an item does not fit, you can always return your order within 30 days.

How can I purchase a voucher?
You can purchase vouchers in the form of value vouchers in our online shop. If it is a present, please let us know and we will send it in a gift box.
Vouchers can only be sent after payment has been made by credit or debit card. Upon receipt of your payment, we will mail value vouchers to your desired address free of charge. You can also buy gift cards in our store. They can also be redeemed online, but cannot be exchanged. Vouchers (e.g. from online promotions) may be restricted to specific periods and actions.

Can I use my voucher online and in store?
Gift cards can be redeemed both in store and online. Online gift card promotions cannot be used in store. Gift cards cannot be paid for with other vouchers. All gift card and promotion codes need to be entered in the designated gift card field at checkout. Remaining balances for orders paid for with a gift card may be paid at checkout via all valid payment methods; however, in exceptional cases, balances have to be paid via credit or debit card. If you return items paid for online with gift cards, the amount will be credited to your customer account and can be redeemed for subsequent orders. Gift cards cannot be transferred or combined with any other promotional offers or discounts, except free shipping.

How do I subscribe to the newsletter or cancel my subscription?
We send regular information about offers and new releases via our digital newsletter. You can subscribe to our newsletter here. To verify that a human and not a machine has sent the request, we use the Google Captcha service to ensure that only interested "real" persons become members of our newsletter community. After entering the e-mail address, you will receive a confirmation e-mail (a so-called double opt-in), containing a confirmation link in case you have unintentionally requested the subscription to our newsletter. After that, you will receive our newsletter until you unsubscribe. This is just as simple. Each newsletter includes an unsubscribe link, which you can use to set your newsletter preferences. The website then displays a confirmation that you have successfully unsubscribed or changed your e-mail address. Our e-mail provider is Cleverreach. As they have their headquarters within the EU, we can ensure an optimal data protection standard for you at all times. For more information, please refer to our data privacy section.


SHIPPING METHODS AND COSTS

Depending on your address, time of order and item availability, shipping options may vary. At the time your purchase is processed, we will show you the available shipping methods, costs, and estimated delivery time for your order.


Shipping Options Available:


    Pick up at loui.rocks store - FREE to pick up at our store after 1-3 business days.

Please note that the person who is there to pick up the order must present all proofs of purchase for pickup, whether they are the buyer or someone else. If you authorize another person to pick up the order, we will need a written power of attorney and a copy of the buyer's identification document, as well as an identification document of the person picking up the order.

    Delivery within Germany:

  • Standard shipping: 5,95 EUR / FREE for orders over 300€. Estimated delivery time varies between 1-3 business days depending on the delivery address.
  •  Express delivery within Germany: 15,95 EUR. Estimated delivery time varies between 1-2 business days.

    Please note that express deliveries can only be delivered on working days (Mon-Fri).

    Deliveries within Europe:

  •     Standard shipping: 10,95 EUR / FREE for orders over 300€.

    Delivery abroad:

  • We also deliver abroad via UPS. The higher shipping costs and possible customs charges or tax calculations will be listed in the invoice at the end of the order process. Risk areas and excluded destinations are not selectable as delivery country in the store.


We generally cannot allow packages to Packstations or PO Boxes at this time.



How can I track my shipment?
We want to ensure optimum transparency for your order. Therefore, our “loui.rocks track & trace” shipping portal tells you exactly what shipping stage your package is at.
In delivery: This e-mail is sent when the shipping service provider has received the shipment.
Delivered: This e-mail is sent when the shipping service provider has successfully delivered the shipment. You can also track the status directly with the service provider (e.g. UPS) using the shipment number stated in the e-mail.

What can I do if I encounter technical issues?
Please contact our customer service. Our team will forward your issue to the respective experts to solve your problem as quickly as possible:
How is my personal data processed?
Protecting personal data is one of our priorities. For more information, please refer to our data privacy section [[email protected]]. We promise to implement all criteria in accordance with the valid General Data Protection Regulation (GDPR) and to ensure the highest possible transparency. You can access, manage, correct or delete your stored data at any time. For any queries related to data privacy, please e-mail [email protected]. We are also happy to answer any open questions regarding the processing of your data.

How can I apply to loui.rocks?
If you are interested in working for a young, up-and-coming fashion startup company, if you feel comfortable in a small team and like to take on responsibility, your place is in our loui.rocks team. Passion, openness, a good sense of humour and ambition are our top priorities.
Every person is unique! We look forward to receiving your personal application at [email protected].

Contact
Cannot find the answer to your question in our FAQs? Want to return or amend your order or something went wrong? Want to provide feedback, ideas for improvement, praise, criticism or desires? Our customer service are happy to receive your e-mails and will contact you as soon as possible.


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