FAQ

We accept various payment methods including major credit cards (Visa, MasterCard, American Express), PayPal, and other local payment options depending on your location.

Your credit card will be charged at the time of purchase.

Currently, we do not support the use of multiple payment methods for a single order.

Yes, we use industry-standard encryption to protect your payment information. Our payment processing is handled by secure third-party providers to ensure your data is safe.

If your payment is declined, please check that your payment information is correct and that your card is not expired. If the issue persists, contact your bank or financial institution for assistance. You can also try using a different payment method.

Once an order is placed, we cannot change the payment method. If you need to use a different payment method, you will need to cancel your existing order and place a new one with the preferred payment method.

After completing your purchase, you will receive a confirmation email with your invoice. If you need an additional copy, please contact our Customer Service Team at support@louene.com with your order number.

We only accept payments in EURO (€).

LOUÈNE does not charge additional fees for international transactions. However, your bank or payment provider may charge a foreign transaction fee. Please check with your bank for more information.

Yes, we offer free shipping for all orders within the Netherlands. The estimated delivery time is 1-2 business days.

Yes, we provide free international shipping for all orders. The estimated delivery time is 3-12 business days, depending on the destination and customs processing times.

All orders are processed within 1-2 business days. Orders are not processed or delivered on weekends or holidays. During high order volumes, shipments may be delayed by a few days. We will contact you via email or telephone if there is a significant delay.

We use a variety of reliable carriers depending on the destination, including PostNL, DHL, DPD, UPS and FedEx.

Yes, once your order has been shipped, you will receive a shipping confirmation email with a tracking number and a link to track your package. You can also manually track your package using the following link: Track Order

At this time, we do not ship to PO Boxes or APO/FPO addresses.

If you haven't received your order within the estimated delivery time, please contact our Customer Service Team at support@louene.com with your order number, and we will assist you in locating your package.

International orders may be subject to customs duties or taxes, which are the responsibility of the recipient. Please check with your local customs office for more information.

If you need to change your shipping address, please contact our Customer Service Team as soon as possible. We will do our best to accommodate your request, but we cannot guarantee changes can be made once the order has been processed.

If your package is returned to us due to an incorrect address or if it was unclaimed, we will contact you to arrange re-shipment. Additional shipping charges may apply.

Currently, we only offer standard shipping. We are working to add expedited shipping options in the future.

Items must be returned within 14 days of the delivery date. They must be unworn and in their original condition, with all original tags and packaging intact.

Contact our Customer Service Team at support@louene.com to initiate a return. Include your order number and reason for return.

Place the item(s) you wish to return in the original packaging and include the original packing slip.

You will receive a prepaid return shipping label via email. Print the label, attach it to your package, and drop it off at your nearest post office or shipping carrier location. Return shipping costs are the customer's responsibility and will be deducted from the refund amount.

Gift cards and final sale items cannot be returned or exchanged.

Contact us immediately at support@louene.com with your order number and a photo of the damaged or incorrect item. We will provide a prepaid shipping label and instructions on how to return the item. Once we receive the item, we will send you a replacement at no additional cost.

Sale items can be returned unless they are marked as final sale. Final sale items are not eligible for return or exchange.

To exchange an item for a different model or color, follow the return process and place a new order for the desired item on our website. This ensures quick delivery and availability of your new item.

While we provide a prepaid return shipping label, the return shipping costs (€6,95) are the responsibility of the customer and will be deducted from the refund amount.

If your return is denied, we will contact you with an explanation. If you believe there has been a mistake, please reach out to our Customer Service Team for further assistance.

Once we receive and inspect your return, we will notify you of the status of your refund.

Once we receive your return, it typically takes 5-7 business days to inspect and process the refund.

If your return is approved, we will initiate a refund to your original method of payment. It may take 5-10 business days for the refund to appear on your statement, depending on your payment provider.

Return shipping costs (€6,95) are the responsibility of the customer and will be deducted from the refund amount.

Refunds will be issued to the original method of payment used for the purchase. We cannot refund to a different payment method.

If you haven't received your refund after 10 business days, please contact your bank or payment provider as processing times can vary. If there is still an issue, contact our Customer Service Team at support@louene.com for further assistance.

Customs duties and taxes paid at the time of purchase are non-refundable through LOUÈNE. You may be able to claim a refund for these by contacting your local customs office directly.

Partial refunds may be issued in cases where only part of the order is returned, or if the returned items are not in their original condition. We will notify you if a partial r

If you believe you have received a refund for the incorrect amount, please contact our Customer Service Team at support@louene.com with your order details, and we will assist you in resolving the issue.

Yes, it is possible to receive store credit instead of a refund. Please specify your preference when initiating the return with our Customer Service Team.

Yes, you can exchange an item for a different model or color, subject to availability. Please follow the return process outlined in our Returns FAQ and place a new order for the desired item on our website.

Initiate a return by contacting our Customer Service Team at support@louene.com. Please include your order number and specify the item you wish to exchange and the new model or color you would like.

No, exchanges are free of charge. You will receive a prepaid return shipping label for the return. Once we receive your return and process it, we will ship the exchanged item to you at no additional shipping cost.

Yes, items purchased on sale can be exchanged for a different model or color, subject to availability. Sale items that are marked as final sale are not eligible for exchange.

Once we receive your return and confirm the exchange request, we will process the exchange within 1-2 business days. The new item will be shipped to you using standard shipping.

If the item you wish to exchange is out of stock, we will notify you via email. You may choose an alternative item or receive a refund for the returned item following our standard refund process.

Yes, you can exchange an item multiple times as long as it meets our return and exchange policy criteria.