- WHAT MATERIAL DO YOU USE FOR YOUR JEWELRY?
This is indicated at each product.
- IS YOUR JEWELRY WATER RESISTANT?
Yes, all our products are water resistant.
- WHICH PAYMENT METHODS DO YOU ACCEPT?
We accept the following payment options:
- American Express
- Bank contact
- LOU. Gift card
- WHEN DOES MY LOU GIFT CARD EXPIRE?
Our GIFT CARD is valid indefinitely.
- WHAT ARE THE SHIPPING COSTS?
- THE NETHERLANDS €4.95
- BELGIUM €9
- FRANCE, GERMANY €14
- SWITZERLAND €22
PLEASE NOTE: Customers are 100% responsible for all import duties, taxes and/or VAT (Value Added Tax) imposed by their respective countries on international shipping. These taxes are NOT included in the international shipping costs and orders are non-refundable due to unwanted additional charges. Please check with your local post office for cost information before placing an order.
HOW DO I KNOW IF MY ORDER HAS BEEN PLACED?
We will send you an email to confirm that we have received your order. The email contains your order number and your billing information. If you do not receive a confirmation email after placing an order, please check your spam email or contact our customer service for further assistance.
- HOW LONG DOES IT TAKE FOR THE ORDER TO SHIP?
Each order ships within 1 to 5 business days:
- HOW CAN I TRACK MY ORDER?
When your order has been shipped, we will send you a confirmation email. Shortly afterwards you will receive an email from the courier with the shipping & delivery information, if not, please check your spambox. You can also use our Track your order tool!
- CAN I CHANGE/ADJUST SOMETHING OF MY ORDER?
If you would like to change the name or other details of your order, please contact our customer service via email or instagram. Unfortunately, if the order has already been sent, we can no longer make changes to the address.
- DOES THE PACKAGE FIT THROUGH THE MAILBOX?
Yes! This means that you do not have to be at home at the time of delivery (except for registered packages).
- LAST MINUTE ORDER:
Last minute orders are possible, this can be done in consultation with us. The additional costs are €4.95.
RETURN & REFUND:
- CAN I CANCEL/RETURN/REFUND MY ORDER?
Due to a custom method (engraving, cord knots, etc.) & hygienic reasons, we unfortunately do not accept exchanges/returns.
- I RECEIVED A WRONG ITEM / ORDER, NOW WHAT?
Please report this within 14 days of receipt of the order.
- ERROR ON OUR SIDE IN ENGRAVING
If we have made a mistake when engraving, a new piece of jewelry will of course be made free of charge. You can reach us via this contact form, we will contact you as soon as possible (by telephone).
- BRACELET DOESN'T FIT
We will change this free of charge, in this case please contact us within 14 days.