Refund policy

Returns Policy

 We understand that purchasing items online don’t always go as planned, therefore we will happily provide an exchange on full priced items if requested within 7 days of receiving your item, provided it adheres to the below provisions. Kindly note, we do not offer refunds for change of mind, wrong decision or incorrect size.

All swimwear must be returned in original condition in the protective bag with hygiene stickers and tags intact and must not have been worn, washed or altered in any way to be eligible for an exchange.

Lou Lou and Friends has the rights to deny any item/s that aren't returned in their original condition.

Any item/s that are purchased at a promotional sale or at sale price are final sale and will not be eligible for refund, exchange or credit note unless faulty. Orders prior to the promotional sale or sale price are not eligible for price matching.

Lou Lou complies with Australian Consumer Law and our products come with a Consumer Guarantee that ensures our products are sold without faults and are the same as described online. If an item is found to have a fault, please email us at hello@loulouandfriends.com

International Returns

Unfortunately, we cannot facilitate international returns at this stage. All international sales are final unless in the rare instance a fault occurs.

Organising a Return
To organise a return please email us at hello@loulouandfriends.com within 7 days of receiving your order and we will respond with instructions. Please note, all return fees are the responsibility of the customer. 

Important Information
Please take care when sending items back to us, as items lost in the post are your responsibility and we cannot offer exchanged or credit notes on lost parcels. We always recommend using registered post with a tracking number to avoid missing parcels.

PLEASE NOTE: If a garment becomes damaged in your care (e.g. after wearing it a button falls off) we cannot accept garments back for exchange or credit. 


Quality Assurance
We aim to provide our customer with products of the highest standard and quality. In the rare case there is a concern, we will assess the item accordingly and determine repair, replacement or other suitable solution. Exchange of item is subject to availability. 


Caring For Me

Crafted from only the best polyamide spandex, with UPF 50+, our swimwear are fully lined for quality durability & sun protection. My bows and collars are all hand detailed, so there may be slight variation in each product. That’s what makes us beautiful.

Caring for me & my friends:

  • Please handle my embroidered edges and bows with care, we are delicate.
  • After swimming please hand wash me separately in cold water without detergent to prolong my vibrant colours.
  • We know that chlorine and some lotions can affect our beautiful colours, so the sooner we can rinse these, the better!
  • Dry me flat in shade.
  • Do not soak, bleach, tumble dry or iron me.
  • Treat sunscreen like perfume: Apply it and let it dry before putting on your swimsuit.

 

Sleepwear Promotions

Complimentary Easter Baskets are offered to the first 30 orders over $100 AUD. These cannot be returned or exchanged.

Express upgrade shipping is valid until 27th March 2024, Australia wide for orders over $100 AUD.