Order and Delivery
Do I need to create an account to place an order?
No, you do not need to be signed into an account to place an order. You do however need a valid email-address and contact information in the checkout. You always have the option to register an account in the checkout process to facilitate future orders and get offers.
What happens to my order if an incorrect stock was displayed when placing the order?
We reserve the right to alter/change/cancel an order in the event that stock levels have been incorrectly displayed by the time of the order placement.
When will I receive my order?
We do our best to ensure the package reaches the place of destination as quickly as possible. Once the order is successfully submitted, it shall be processed on the following business day. After shipping the package, you will receive tracking info, along with the info of an estimated delivery date, via email. You should receive your order 3-7 business days later. Packages are not transported on weekends and local public holidays. Please note that the provided delivery times (3-7 business days) are estimated and may vary due to external factors, which may include but are not limited to, extreme weather conditions, technical failures, customs delays, etc. Additionally, please note that during periods of promotional campaigns, delivery times may be longer than usual.
I have received the wrong product/size – what do I do?
If you receive your package, and it is not as you ordered, please contact us immediately. We will do everything we can to correct our mistake as quickly as possible.
Can I change my order?
Once the order is placed, we are unable to change the ordered products or the quantity selected. In this situation, please contact us and cancel the incorrect order. Next, we recommend you to place a new order on our website, with the correct item(s), at your own convenience.
How do I cancel my order?
If you wish to cancel your order, please contact our customer service. If we are unable to process the requested cancellation at once, usually because the package has already been shipped, you may return the order to us. You as a customer are responsible for shipping costs associated with returns.
Return and Exchange
What is your return policy?
If you live in the EU and are not fully satisfied with your product you can always return your item within 14 days from delivery. You will receive a full refund for the item, excluding the shipping cost. We’ll give you a full refund within 14 days by the same method selected for payment. We only ask to send the items clean, unworn and with all of their tags on. We will send you a return form with your order. If you accidentally did not receive it or lost it, please let us know. We will confirm your returns by email.
How do I return my order?
Fill out the return form that was sent with your order. If you can't find it, let us know. Pack your order in a suitable package bag/box. Please try and keep waste to a minimum and re-use our packaging as much as possible. Mark your package Return Goods. Please ship the items to us. We're not responsible for returns in transit so please use a recorded service to make sure they arrive safely. Returns/Exchanges should be sent to the following address: Loui&Me, ul. Słowików 28/2 41940 Piekary Śląskie, Poland. Please remember that all costs for returns is yours. If your order was paid with a credit card, the money will be transferred to the card used at the purchase. If you used PayPal or PayU, the money will be returned to your PayPal or PayU account. These transactions can take up to 3-8 bank days.
When will I receive my refund?
Once your returning package has been received, it is processed and inspected before we proceed in approving or disapproving the respective return. The product must be received within 30 days. It must be unused – in its original packaging with labels and protective stickers intact - and still in the same new condition as when the item was received. If your return is approved, a full refund will be issued for your order. If your order was paid with a credit card, the money will be transferred to the card used at the purchase. If you used PayPal or PayU, the money will be returned to your PayPal or PayU account. These transactions can take up to 3-8 bank days.Additionally, please note that during periods of promotional campaigns, delivery times may be longer than usual.
If I need to make a claim, what do I do?
As a customer you are responsible for unboxing your order and checking that the goods are faultless as soon as possible after delivery. If you have received products that are damaged or if the good has another defect, please contact our customer service department via [email protected] to get approval before returning the good. Please always state your order number in the email. Please also attach a picture detailing the damage and/or defect. When returning the goods you as a customer are responsible for getting the goods back to us in desired condition. Loui&Me will compensate you costs incurred in returning the products if the goods are proven damaged and/or defect.