Refund policy

Refund & Returns Policy

At LadyLou, we want you to be delighted with your purchase. If you’re not completely satisfied, we’re here to help.

Returns

You may request a return within 30 days of receiving your order.

To be eligible for a return, your item must:

  • Be unworn, unwashed, and unused.
  • Have all original tags attached.
  • Be returned in its original packaging where possible.
  • Be accompanied by proof of purchase (such as your order confirmation).

Before Sending a Return

Please do not send your item back without contacting us first.

To start a return, email Ladylous9@outlook.com Once your request has been approved, we’ll provide the correct return address and instructions.

As some of our products are shipped from different fulfilment centres, returns may need to be sent to a specific return address.

Return Shipping Costs

Customers are responsible for return postage costs unless the item is:

  • Faulty
  • Damaged on arrival
  • Incorrect (you received the wrong item)

If your item arrives damaged or incorrect, please contact us within 48 hours of delivery and include:

  • Your order number
  • Clear photos showing the issue

We’ll review your claim and arrange a replacement or refund where appropriate.

Non-Returnable Items

The following items cannot be returned unless they are faulty:

  • Sale or clearance items
  • Gift cards
  • Personalised or custom-made products
  • Underwear, swimwear (if the hygiene seal has been removed), and earrings for hygiene reasons

Refunds

Once we receive and inspect your returned item, we’ll notify you of the outcome.

If your return is approved, your refund will be issued to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.

Exchanges

We currently do not offer direct exchanges.

If you’d like a different size, colour, or style, please return your original item (if eligible) and place a new order.

Order Cancellations

If you need to cancel your order, please contact us as soon as possible.

If your order has not yet been processed or dispatched, we’ll do our best to cancel it. Once an order has been shipped, it cannot be cancelled and must instead follow our returns process.

Contact Us

If you have any questions about returns or refunds, please contact us:

Email: ladylous9@outlook.com