Return & Refund Policy

Return Policy

At Louise London, we offer a 30-day return policy from the date of delivery. This means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must:

Be unworn and unused.
Have all original tags attached.
Be in its original packaging.

How to Return an Item

Returns must be requested and approved before sending any item back. Items sent without prior approval will not be accepted.

To initiate a return, please contact our customer service team through our Contact Page or by emailing us at info@louise-london.uk.

Please include your order number in your return request.

If your return is approved, we will provide you with the return address and shipping instructions.

Return Shipping Costs and Responsibility

Return shipping costs are the responsibility of the customer, unless the return is due to a defective, damaged or incorrect item.

Any customs duties, import taxes or handling fees related to the return are the responsibility of the customer.

Estimated return shipping costs to our international warehouse typically range between £15–£25, depending on the carrier and parcel size.

The customer remains responsible for the return shipment until it has been received and confirmed by our warehouse.

We strongly recommend using a tracked and insured shipping service to ensure proof of delivery.

Return Address

All approved returns must be sent to our international warehouse in China.

Warehouse Address:
Opposite Building 23, Huiqinlin Villa Phase I
Dongguan, Guangdong
523000
China

Important: Returns sent without prior approval will not be accepted.

Please contact us at info@louise-london.uk before returning any item so that we can provide the appropriate return instructions.

Exceptions to the Return Policy

For hygiene and safety reasons, the following items cannot be returned once the hygiene seal has been removed:

Underwear, including bras and briefs
Swimwear

Gift cards are also non-returnable.

Damages and Incorrect Items

Please inspect your order upon receipt.

If you receive a defective, damaged or incorrect item, please contact us as soon as possible at info@louise-london.uk or through our Contact Page.

Please provide:

Your order number
A description of the issue
Clear photographic evidence

We will assess the issue and provide an appropriate resolution, which may include a replacement, refund or reimbursement of reasonable return shipping costs where applicable.

Exchanges

We do not offer direct exchanges.

If you would like a different size or item, please return your original purchase in accordance with this Return & Refund Policy and place a new order.

Order Cancellations

For further information about cancelling your order, please refer to our Cancellation Policy.

Refund Policy

Once we receive your returned package, we will inspect the item to ensure that it meets our return conditions.

We will process your refund within 7 days of receiving your returned item.

Refunds will be issued using the same payment method that was used for the original transaction.

Please note that your bank, credit card provider or payment processor may require additional time to process and post the refund to your account after we have issued it.

If more than 7 days have passed since we received your returned item and you have not received your refund, please contact us at info@louise-london.uk or through our Contact Page.

Customer Service Available Hours

Monday to Friday: 9:00 AM – 6:00 PM (GMT/BST)
Saturday and Sunday: Closed

We aim to respond to your enquiries within 24 hours during business days.