FAQs
When will I get my order?
We aim to dispatch all orders within 1-2 working days. We will do our very best to get your order to you within the below time frames.
New Zealand: 1 - 3 business days
Australia: 5 - 7 business days
Rest of World: timeline quoted when order placed
What is your return policy?
We want you to feel good in your Loulou pieces. If something’s not quite right, we’re here to help. We are happy to provide a refund or exchange on any full price order that meets the following conditions:
- Items must be returned within 14 days of purchase.
- Items must be unworn with all tags still attached.
- Items must be free from makeup and perfume, so please be mindful of this when trying them on.
- You will be refunded in your original form of payment.
- We will make exceptions for unforeseen shipping delays, please contact us if you think your parcel may take longer.
If you have purchased an item on sale, your purchase cannot be refunded, but can be exchanged for a different size or for store credit if the item meets the conditions noted above.
All items purchased from our archive sale are final sale and cannot be returned or exchanged.
Who covers the cost of return shipping?
Return shipping costs are the responsibility of the customer unless the item is faulty.
How do I start a return?
Email us at hello@loulou.nz with your order number and reason for return, and we’ll guide you through the next steps.
What is your sizing like?
Each product page includes fit notes and measurements to help you decide.
If you’re unsure, email us — we’re happy to guide you.
Where are your garments made?
Our pieces are thoughtfully designed in New Zealand and produced with trusted manufacturing partners in China, with close attention paid to quality, finish and wearability.
