UNITED STATES

Terms and Conditions

 
These are the general Terms and Conditions which apply to your purchase of products from loulou.co, whether you buy through our website, over the email or phone. By checking out with a successful purchase you agree to our Terms and Conditions.
 

General

This site www.loulou.co  is the property of COUTURE MAKERS SRL (J40/14104/2017 / CUI RO38078120). The access and the use of this site, of the information, services, and products therein are regulated by the following Terms and Conditions ("T&C") and by the security of information (SI).
Placing online orders via the website means that you accept the T&C (in the version that is valid at the time of the order) and the SI, and therefore, please read them carefully.
LOULOU reserves the right to make changes to its Terms and Conditions without notice. Any changes to the T&C will be effective for all new orders placed after the change is published on website.You should therefore review this page from time to time for updated information.
 

Price Policy

All prices are in EUR /USD/GBP/RON and are inclusive of VAT. Prices may change when discount policy applies or the exchange rate changes.
 

Copyrights

The design, texts, graphics, structure and all information on www.loulou.co site are the exclusive property of COUTURE MAKERS SRL Any use of any materials and information displayed on this website is forbidden and illegal without the express written permission from COUTURE MAKERS SRL
 

Intellectual Property, Software and Content

The intellectual property rights in all software and content made available to you on or through this Website remains the property of Loulou or its licensors and are protected by copyright laws and treaties around the world. All such rights are reserved by Loulou and its licensors. You may store, print and display the content supplied solely for your own personal use. You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on this Website nor may you use any such content in connection with any business or commercial enterprise.
You shall not modify, translate, reverse engineer, decompile, disassemble or create derivative works based on any software or accompanying documentation supplied by Loulou or its licensors. No license or consent is granted to you to use these marks in any way, and you agree not to use these marks or any marks which are colorable similar without the express written permission of Loulou. 

Governing Law

The contract between us and the Purchaser shall be governed by the Romanian law and shall be construed pursuant to the regulations thereof. Any disagreements shall be settled amicably. If disagreements may not be solved amicably, they shall be subject to the Court of International Commercial Arbitration of the Chamber of Commerce and Industry of Romania, according to the regulation thereof.
 

Force majeure

Neither of the Contracting Parties shall be liable for the failure to perform in due time and/or the improper - total or partial - performance of any of its obligations under this contract, if the non-performance or improper performance of those obligations was due to force majeure, as defined by law.
 
 
 

Complaints

For any complaints, please contact us at office@loulou.co or by phone +40 735 221 394. We assure you that we will do our best to solve your complaints in the shortest time possible.

Registration 

In order to be able to place an order, you have to register first. You must create an account and log in to make the purchase.
 

Online Order

To make a purchase, simply click the "ADD TO CHART" button next to the desired product to place it in your Shopping Bag. Follow the directions through the checkout process to complete your order.
When you place an order, you will receive an email acknowledging the details (receipt) of your order. This email is NOT an acceptance of your order, just a confirmation that we have received it.
Once we have verified your order and payment details and have approved your order, we will email you again to inform you of this. 
The articles are not available on immediate stock. Each item is custom made to order and it will take 10 – 15 working days to create them in our atelier.
Please add 1-5 days for shipping and estimate your shipping date according to this information.
After notification of shipment, you can also go to www.dhl.com anytime to view and monitor the status of your shipments, by inserting the tracking number supplied.
Before ordering any product, please carefully check the product details on product description page and zoom the product photo to study in detail both the material composition and its details. If you need further information, please contact us at orders@loulou.co.

Phone order

To further complement our services, we have now included the possibility to order by phone during our main service hours (Monday – Friday; 10:00 am until 18:00 pm). Our customer care team is standing by and will be happy to assist you. Please call us at +40735 221 395 for assistance. 
 

E-mail order

You also have the possibility to order online, with an e-mail to our address: orders@loulou.co. You will be contacted within 24 hours via e-mail or via phone. 
 

Colours 

We made every effort to display the products in their original colors, but cannot guarantee that colors on the website will be true to life. This depends partly on the color settings of your computer and monitor.
 

How to pay

Payment shall be made online when you place your order. Debit/Credit Card payment is available.
All prices are inclusive of VAT. If order accepted, you will be informed about the time and means of delivery.
 

Cancel Order

We are pleased to accept cancellations, for any reason, up to the moment your order has been processed by the online store. After that, you cannot cancel your order, but you may return it if you wish. For instructions on how to do this, please refer to our Returns Policy tab.
 

Shipment Information

We ship all over Romania through our partner Fan Courier. International shipping is exclusively provided via express courier, DHL.
Loulou.co bears the risk of transportation.
Once your order is delivered, you will be informed by email about the tracking number. The product will be ready for shipment 10 – 15 working days after your order was confirmed by email. Upon dispatch, your parcel will arrive in one to five business days, depending on the shipping method and the destination, unless it was agreed otherwise. Please be aware that we cannot deliver to post office boxes. 

Shipping Cost

 Free delivery worldwide.

Track order status

As soon as we have shipped your order you will receive an email stating your tracking number. After notification of shipment, you can go to our partner website (www.fancourier.ro / www.dhl.com) anytime to view and monitor the status of your shipments, by inserting the tracking number supplied.
Please make sure that the shipping address is correct as we're unable to redirect orders once they are on their way to you.  

Delivery period

The delivery period to countries that impose customs duty is 2 to 5 business days, unless otherwise indicated. We work closely with our shipping partner to minimize the potential impact of custom delays for our international customers. 

Return Policy

To return a product, you have to inform us by email that you wish to return the product, within 14 business days, without indicating any reason. Your return email should state the product’s name and all your personal info needed to return the money: phone number, your delivery address, a valid bank account number (24 digit IBAN) we will return the money.
If you wish to exchange the item for another size, please state so in your email.
We can only accept for return non-faulty items that are in their original condition, have not been worn, damaged or washed, with all original tags attached, packaging and other accessories received with the order and must not show any signs of use. All delivery costs will be supported by the client.
The product should reach us in 10 business days. We reserve the right to refuse multiple returns at different times from one order.
Please be aware that a time frame of 30 working days can pass between the receipt of your returned merchandise and the return/refund process. Upon receipt of your returned merchandise, we will send you an email containing information about the respective refund. The refund time frame depends on the payment method. Normally credit appears within two months statements of credit cards. In case the recipient of the product does not correspond with the buyer of the product, a credit will be refunded to the original buyer and credit card holder. Refunds are made in the same currency as the purchase. Potential losses due to currency fluctuations will not be refunded.
 

Warning!

Please note that we can only accept returns from the country which the shipment was sent to.
Products purchased during our sales period or from any promotion will not be refunded or returned! 
SurMesure products cannot be exchanged but they benefit of one free repair or modification. For more details check the Repair Or Modify field.
We reserve the right to accept the return or not after checking if the items fulfill the conditions requested above. 
All delivery costs for returns, repairs or modifications will be supported by the client.
Please be aware that we can only exchange the item with another product of the same value. Please call our customer care at +40 735 221 395 or send an email to customercare@loulou.co for more information.
If the customer wants to wait to exchange an item with another from a future collection, the amount already paid can remain in the customer’s account until such item is available for purchase.
For further information about exchanges, please see our “Terms & Conditions”. If you have any queries, simply call us at +40 735 221 395 or send an email to customercare@loulou.co. 
 

Repair Or Modify

Sur-measure products have two free repairs or modifications. If you are interested to repair or modify a sur-measure Loulou product you must inform us by e-mail at customercare@loulou.co. Before returning the item for alteration, you should wait our written email, if the alteration is possible or not.
For different repairs or modifications, you can send the product back and we will try to fix it. Two modifications are free of charge; the additional ones will be paid by you.
The shipment taxes will also be incurred by you.
Please send us the product in a secured package, with the invoice, receipt and all the tags, so we can be assured it was bought through our online services.
Loulou.co is glad to offer complementary and free of charge services such as: replacing of the string and repairmen. However, all transportation fees are supported by the client.

Currencies

The relevant currency is determined by your destination and your currency, but invoices and refunds will be done in EURO. Invoices and refunds from Romania will be done in RON.
 

Order Payment

All transactions on this website are processed using Datacash, a secure online payment gateway that encrypts your card details in a secure host environment.
Once your order is accepted, you will be informed by email.
When choosing the online payment, our auhorized partner Netopia Sistem SRL are in charge of processing the card’s data and loulou.co does not request or stock any sort of details regarding your bank card.
We accept online payment using debit/credit card (Visa, MasterCard).
The system checks, whether the credit card participates in the 3-D security programs.
For more information about the credit card security systems, please see: Verified by Visa or Mastercard SecureCode.
Refunds from returns will always be charged-back to the card which the original order was paid from.

Privacy Policy

This Privacy Policy applies to all users of loulou.co website which includes those who register online.
It is your responsibility to ensure that your login details, password and all other details in relation to your account remain confidential at all times. You agree to let us know as soon as possible if you know or reasonably suspect that the security of your account is at risk.
The company will retain the personal data and will use them only to notify of our current offers by newsletters and may send special offers. 

Customer Service

If you have any questions about your online order or need further assistance, please contact us via your preferred method. Representatives are available Monday-Saturday 10AM-6PM. 
Inquiries outside of business hours will be answered on the next business day.
 

ANPC

Agentia Nationala pentru Protectia Consumatorului  

 

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