XLouLou · Frequently asked questions
The pieces
Are the pieces authentic?
Yes. Every piece is authentic and new, sourced from the brands, their licensees and official distributors. All the details are on our Authenticity page.
Are the pieces new, with tags?
Yes, every piece is new, with its brand tags attached, and delivered in its original packaging.
Is there a box or dust bag?
It depends on the brand and the item. These extras are only promised when confirmed for that piece. If it matters to you, ask LouLou before ordering.
Are the worn photos real?
Packshots and specifications identify the exact item sold. Looks worn on a model are styling inspiration; some are AI-generated or edited and are not a reference for exact dimensions.
How do I choose my size?
Sizes shown are the brand’s own. If in doubt, message LouLou on WhatsApp with the name of the piece: she will advise you personally.
Prices and payment
What does the crossed-out price mean?
The crossed-out price is the piece’s recommended retail price. The percentage shown is calculated from that price.
Why are X EDITION pieces less expensive?
On the X EDITION selection, we deliberately reduce our margin to offer LouLou’s favourites at their best price. The pieces are still new, authentic and covered by the same guarantees.
Which payment methods do you accept?
Bank cards (CB, Visa, Mastercard, American Express), Apple Pay, PayPal and Klarna. All transactions are secure and encrypted.
Can I pay in instalments?
Yes, with Klarna, in 3 instalments. The option appears at checkout, subject to Klarna’s approval.
Are duties and taxes included?
Yes. Prices include VAT and duties: nothing more to pay on delivery within the European Union.
Orders and delivery
How long does delivery take?
Standard delivery takes 3 to 5 business days in total, including preparation. The period that applies is the one shown at checkout.
Is delivery free?
Yes, standard delivery is free on orders of €250 or more. Any charges are always shown before payment.
Where do you deliver?
To France and to the European countries available at checkout. Pieces are shipped from Europe.
How do I track my order?
Your tracking link is emailed as soon as your order ships. You can also find your orders in your customer account. If your order arrives in several parcels, you receive tracking for each one.
Can I change or cancel my order?
Contact us as soon as possible, on WhatsApp or by email. We will do what we can as long as the order has not shipped. Once shipped, you can still exercise your right of withdrawal.
Returns and refunds
Can I return a piece?
Yes. You have 14 days from receipt to let us know, without giving a reason. Returns are free.
How does a return work?
Email return@xloulou.com or message us on WhatsApp with your order number. We send you a prepaid label and arrange a FedEx or DHL collection from your home. Returns are collected only, not dropped off at a post office.
In what condition should I return a piece?
Unworn, with its tags attached and in its original packaging. Keep the tags on until you are sure you’re keeping the piece: a worn piece or one without tags can no longer be sold as new, and you remain responsible for its loss of value.
When will I be refunded?
No later than 14 days after your withdrawal request, to your original payment method. All the details are on our Shipping & returns page.
Can’t find your answer?
Write to LouLou, she will answer personally.
Or by email: contact@xloulou.com
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