If you wish to return an item purchased on loui.rocks, you have 14 days from the date of dispatch to return your order free of charge. Please note that we must have received the items within this period. The items must be in perfect condition and all labels must be present.
If there are problems with the return please call: +49 178 2760687
1. RETURN LABEL
Email us at [email protected] and we will send you a return label.
2. RETURN OPTIONS
These options are available to return your goods:
- Return by UPS:
Returns are made using the shipping service provider through which the package was delivered. For this purpose, a UPS return slip is enclosed in the package. Only a prepaid shipping label will be provided. Therefore, please return all items in one package.
You can schedule a pickup of the shipment at UPS with your return label number:
or deliver the shipment to the nearest UPS Customer Centre.
Please return your return from the country it was shipped to. Otherwise, the return is unfortunately not free of charge, the fees for import and delivery are at your expense.
- At the loui.rocks Store:
You can return your order in our loui.rocks Store. Simply present the items you wish to return and your proof of purchase. This can be presented either electronically or in printed form.
You can also have another authorised person make the return in our store.
How to find your proof of purchase
In your loui.rocks account, log in with your username and password. You can download your proof of purchase from the order details of the order you wish to return.
3. DECLARATION OF REVOCATION
If you wish to cancel your order, you can do so by simply returning the order or by writing to us or calling us. We recommend that you use our sample form for this purpose. Afterwards, please return the goods to us within 14 days.
You will find further information in our General Terms and Conditions or under "Shipping and Payment".
4. THIS IS HOW THE EXCHANGE WORKS
a) How do I proceed if I want to return my order?
If you would like to return your order, you can simply send it back to us. Simply stick the label on the outside of your parcel so that it is clearly visible and hand it in at a UPS shop.
b) How long can I return my order?
If you wish to return one or more items, you have 14 days from receipt of the goods to do so. In order to comply with the time limit, the date on which the return was initiated and handed over to the sender is decisive.
c) Do I have to pay for the return shipment?
The return shipment is free of charge for you within Germany. For orders from abroad, the return shipping costs are borne by the buyer.
d) Can I exchange the size or colour of my item in the store?
If an item is available in a different size or colour, you are welcome to exchange it in one of our loui.rocks stores. If you can't find anything suitable locally, we will be happy to issue you with a voucher for the value of the exchange. In addition to the item you wish to exchange, we also require the order or shipping confirmation associated with the item.
If you wish to exchange an item online, please make a return and make a new purchase.
e) Are there any items that are excluded from exchange?
In principle, any product purchased via the online shop can be returned within the specified period. Only gift vouchers or gift cards are excluded. Hygiene items such as underwear or swimwear should only be tried on over other laundry, returned in the unopened original packaging and should not have any damage to the hygiene foil. Here we reserve the right to decide on a case-by-case basis and refuse a return if necessary. Irrespective of this, a refund can only be made for the returned items if they are returned in the original packaging, undamaged, unworn, unwashed and with all labels and receipts.
f) How long will it take to receive my refund?
When you see in the tracking that we have received your return, we currently need about 7 days to check and credit it. Occasionally a credit may be delayed a little due to special events. Please note that there may also be delays of up to one week due to payment runs by your bank or credit institution that cannot be influenced.
g) Special conditions
In principle, all our articles are provided with a label and a blombe. These must be present on the garment for a successful exchange.
For some of our items, the following additional special conditions apply for the return:
Ladies: Exchange or return is possible as long as the items are in original condition and the bag or protective stickers we shipped them with have not been removed.
Men: Items from the underwear collection cannot be exchanged or returned.
Pyjamas: Exchanges or returns are accepted as long as the items are in their original condition. Items sent with a bag must be returned with the bag.
Accessories: Must be returned in the complete original box or bag.
Reduced goods are excluded from exchange.
Refunds will be made via the same payment method you used to make your purchase.
You will receive an email confirmation of the return once it is complete and we have received the goods back.
If you do not have the refund in your account after 14 days, please contact our customer service.