Returns & Complaints

How much time do I have to return?

14 calendar days from receiving the package, after this deadline the package will be sent back to you at your own expense. If you refuse to receive the package, we will send it once again with doubled delivery costs.

We only accept clean, unused products free of odors. You can try them on as in the shop but be careful not to remove tags, stain or damage (especially delicate tulle and lace). Otherwise we will sent you back your purchased products at your expense.

Every product bought in our store is closely inspected before shipment, so that you only get full valuable products. If you have any concerns please contact us by e-mail:

Person purchasing products for their own business activity and asking for additional VAT invoice can not use the rights explained above.

How much is it?

The only cost you incur is the cost of delivery to our company address.

How to return if I have an account in the store?
  • Select order

    Log it to your account on and click on Add return of goods - all purchased products will come up. Choose the right order number from the list and click Add return.

  • Select items to return

    Next select the returned item/ items returned, mention the reason of return and click Next.

  • Choose how to return the goods

    Now choose the way of returning and click Next.

  • Select a delivery point

    Next step is choosing the right return address and click Next.

  • Choose a refund method

    The next step is choosing the form of refund. In most cases, you will receive the refund in the same way you purchased the item, but for safety reasons we ask you to give us your bank account details once again to fasten the whole process. After giving your correct details click Next.

  • Confirm your return

    The last step to getting your return ready will be checking all your details if they are correct and than pressing Add notification of return

How to return if I don't have an account in the store?
  • Print out the return form.
    Download Download return form   fill it and put it in the package.
  • Prepare the package

    Place the oryginaly packed product in the package with the return form and the purchase evidance(recipt or invoice).

  • Send package

    Address and sent the package to us. Be sure to keep the proof of sending the package with the package number until getting back the return.

    The address of our company magazine:
    Lou Sp. z o.o.
    64-100 Leszno, ul. Usługowa 5, Poland

    As soon as the package gets back to us and is checked, we return you your money. The maximum time of your refund is 14 days, and the form of return is depending on the form choose to purchase the product:

    PayU payment - Amount will be return using PayU to the account given with purchase
    Credit card payment - Money returned to the credit card account
    PayPal payment - Money returned using PayPal to the account from which payment was carried out
    Payment using a Voucher - Amount returned to account balance to be used with next purchase in Lou

What products can not be returned?

In Lou the only products, that can not be returned are specially ordered products (for example pendant with a engraver) or products with any usage signs.

How can I complaint?

Please sent us a brief description of any defects and photographs by e-mail, so that we can quickly process your complaint. Sent back the product in its original packaging with a complaint form and the recipt. The complaint will be dealt with within 14 days from the date be receive your complaint.

Download complaint form
What products you can not sent back with a complaint?

Natural wear of of the garment. Mechanical damage (abrasion, tear, rupture or scratching, falling of of the ornaments, locks, rubber, etc.), And any damage caused by lack of improper maintenance. Damage caused by improper use of clothing. Discoloration of clothes or accessories because of the use of natural materials(e.g. natural Leather). Convenience of clothing and accessories.

What are the conditions for making complaints?

Complaints are subjected for items originally defective. Lou is only liable for consumer complaints for the time of one year from the day of purchase.
Lou is liable under the warranty for Physical defects, which existed at the time of transition danger to the customer or resulting from causes inherent in the sold product at the same time. Physical defect lies in the incompatibility of the product purchased to the Purchase Agreement. Legal basis/Civil Code dated 23 April 1954. (OJ No 16, pos. 93, as amended.).