Refund policy
XLouLou · Shipping & returns
In short
Free standard delivery from €250 · Delivered in 3 to 5 business days · Duties and taxes included · Free returns within 14 days, collected from your home · Keep the tags on until you are sure.
Delivery
We deliver to France and to the European countries available at checkout. Pieces are shipped from Europe with tracked delivery.
Standard delivery: 3 to 5 business days in total, including preparation. Express delivery, when offered, is shown with its own timeframe and price at checkout.
The delivery period that applies is the one shown at checkout before you confirm your order. Dates on product pages are estimates.
Charges and tracking
Standard delivery is free on orders of €250 or more after discounts. Any charges are shown before payment.
Prices include VAT and duties: nothing more to pay on delivery within the European Union.
Your tracking link is emailed as soon as your order ships. If your order arrives in several parcels, you receive tracking for each one.
A delay or a problem with your parcel?
Contact us if your parcel is late, missing, damaged or contains the wrong item. Photos help us investigate, but they are never a condition of your statutory rights. Risk remains with us until the parcel is physically delivered to you or your designated recipient, subject to the statutory exception for a carrier you appoint yourself.
Your right of withdrawal
For distance purchases covered by French consumer law, you have 14 days from receipt to tell us you wish to withdraw, without giving a reason. For several items ordered together and delivered separately, this period starts when the last item arrives. You then have a further 14 days from your notification to send the items back.
Periods are in calendar days. The day of receipt is not counted; if the last day falls on a Saturday, Sunday, public holiday or non-working day, the deadline moves to the next working day.
Your free return, step by step
- Within 14 days of receipt, let us know at return@xloulou.com or on WhatsApp, with your order number and the items concerned. The form in our Terms & Conditions is optional: a clear statement is enough.
- We email you a prepaid return label.
- Pack the pieces carefully, with their tags and original packaging, and attach the label as instructed.
- We arrange a FedEx or DHL collection from your home with you. Returns are collected only — parcels dropped off at a post office cannot be accepted.
Returns arranged by XLouLou are free. The return address is given in the instructions and on the label; our business address is not the return address. Keep your proof of handover to the carrier.
Condition of returned pieces
Try your pieces on with care, as you would in a boutique, and keep the tags attached until you are sure you want to keep them. Pieces must be returned unworn, with their tags attached and in their original packaging. Every return is inspected on arrival.
A piece that has been worn, damaged or had its tags removed can no longer be sold as new. You remain entitled to withdraw, but you are responsible for that loss of value: it is deducted from your refund or, if the refund has already been made, we will ask you to cover it. This amount may reach the full price when the piece can no longer be sold.
Only statutory exceptions disclosed before purchase apply — for example, genuinely personalised items, or sealed items opened after delivery that cannot be returned for health or hygiene reasons. Sale items and X EDITION pieces are not excluded simply because they are discounted.
Refunds and exchanges
Withdrawal refunds are made without undue delay and no later than 14 days after your notification.
For a full withdrawal, the initial standard delivery is refunded, excluding any extra cost for a more expensive delivery option you chose. Refunds are made to your original payment method, unless you expressly agree to another method at no cost to you. Partial returns are refunded at the amount actually paid for the returned items after discounts; shipping is refunded where the law requires it.
For an exchange, contact us to check availability; your refund rights remain unaffected. Faulty or non-conforming items are covered by the statutory guarantees.
Questions? contact@xloulou.com