Returns & Refunds

Free returns within 30 days of delivery.

30 days to change your mind

You have 30 days from the day your order is delivered to return any piece, for any reason. Return shipping is free: we send you a prepaid label.

Condition of the piece

• Unworn, unwashed and unaltered.
• All original tags still attached.
• Returned with its original packaging and accessories: box, dust bag, cards, straps, booklets.
• If your order included a complimentary gift, it must be returned with the piece, unused. Otherwise its displayed value will be deducted from your refund.

For hygiene reasons, swimwear, underwear and pierced earrings can only be returned with their protective seal intact.

How to return

1. Write to us at return@xloulou.com or through our contact page, with your order number, within 30 days of delivery.
2. We reply within 48 hours (business days) with your prepaid label and return instructions.
3. Pack the piece carefully and drop it off within 7 days of receiving the label.

Please use only the label we provide. Returns sent without prior request may not be accepted.

Your refund

Once your return has been received and checked, we refund you within 14 days, using your original payment method. The refund covers the price of the piece and your original standard delivery costs.

Exchanges

To change size or colour, simply return the piece and place a new order. This is the fastest way to secure the piece you want while it is still available.

A problem with your order?

If your piece arrives damaged, faulty or is not the item you ordered, contact us within 7 days of delivery with photos. We will arrange a replacement or a full refund at no cost to you. This does not limit your statutory rights: the legal guarantee of conformity applies for 2 years from delivery.

Your legal rights

This policy extends the 14-day legal right of withdrawal applicable in the European Union to 30 days. It is in addition to, and never in place of, your statutory rights.