Frequently Asked Questions
Products
Which clothing size should I get?
We recommend checking our size guide on each product page to find the best fit for you. If you need further assistance, please contact our customer service team at info@louv-ams.com.
Can you give more information about a specific product?
Yes, each product page provides detailed information about the item, including material, care instructions, and sizing. If you have additional questions, feel free to reach out to us at info@louv-ams.com.
The item I want is out of stock. Will it be restocked?
Popular items may be restocked. Please sign up for our newsletter or follow us on social media to receive updates on restocks. You can also contact customer service for more information.
How do I take care of my items?
Care instructions are provided on the label of each garment. For general care, we recommend washing your clothing in cold water and air-drying to preserve the quality and longevity of the fabric.
Orders & Delivery
I didn't receive an order confirmation. Why not?
If you haven't received an order confirmation email, please check your spam or junk folder. If it's not there, contact us atinfo@louv-ams.com with your order details.
I've just placed an order, is it still possible to modify or cancel my order?
If you need to modify or cancel your order, please contact our customer service as soon as possible atinfo@louv-ams.com. We will do our best to accommodate your request, but please note that orders that have already been processed or shipped cannot be changed or cancelled.
I made a mistake with my shipping address. What can I do?
Contact our customer service immediately atinfo@louv-ams.com. If your order hasn't been processed yet, we can update the shipping address for you.
What is the current status of my order?
You can check the status of your order by logging into your account on our website or by using the tracking number provided in the shipping confirmation email.
I am expecting a parcel but it has not been delivered. What happened?
If your parcel hasn't arrived within the estimated delivery time, please contact our customer service atinfo@louv-ams.com. We will investigate the issue and provide you with an update as soon as possible.
What is the delivery time of my order?
Delivery times vary depending on the destination. Please refer to ourShipping Policyfor detailed information.
Where do you deliver?
We deliver to many countries worldwide. Please refer to ourShipping Policyfor a complete list of destinations.
What are the shipping costs?
Shipping costs vary depending on the destination and the order value. Please refer to our Shipping Policy for detailed information on shipping costs.
Do I have to pay customs or import duties?
Customers are responsible for any customs or import duties that may apply. These charges vary depending on the country and are not included in the price of the item or shipping cost.
How will my order be shipped?
Orders are shipped via reliable courier services. Once your order is dispatched, you will receive a shipping confirmation email with a tracking number.
I bought LOUV items from a fraudulent webshop, what should I do?
If you suspect you have purchased from a fraudulent website, please contact our customer service team atinfo@louv-ams.comfor assistance.
Returns
What is your returns policy?
Please refer to ourReturn Policyfor detailed information on returns and exchanges.
How can I return an order?
To return an order, please contact our customer service atinfo@louv-ams.comwith your order number and the reason for the return. We will provide you with instructions on how to proceed.
Can I return my order at one of the LOUV stores?
Currently, LOUV is an online-only store. Returns must be processed through our online return system.
My return arrived at your warehouse more than 14 days ago, but I did not receive any updates. What should I do?
If you haven't received an update on your return within 14 days, please contact our customer service atinfo@louv-ams.comfor assistance.
When can I expect my refund?
Refunds are processed within 14 days of receiving your return. The refund will be issued to the original payment method.
What are the costs to return an item?
Please refer to our Return Policy for detailed information on return costs.
My purchased item is damaged, what should I do?
If you receive a damaged item, please contact our customer service at info@louv-ams.com within 30 days of receiving your order. You are eligible for a free exchange of similar products or a refund.
Did you receive my return?
You can track the status of your return through the tracking number provided by the courier service. If you have further questions, contact us atinfo@louv-ams.com.
I paid my order with a gift card, but I want to return it. How does that work?
If you return an item purchased with a gift card, the refund will be issued back to the gift card. Please contact our customer service for assistance.
Is it possible to exchange items?
Yes, you can exchange an item for a different size or color. Please contact our customer service at info@louv-ams.com for assistance with exchanges.
Payment
What are the available payment methods?
We accept various payment methods, including credit/debit cards, PayPal, and other local payment options. Please refer to our payment page for more details.
My payment has failed. What should I do?
If your payment has failed, please try again using a different payment method. If the issue persists, contact our customer service atinfo@louv-ams.com.
Where can I find my invoices?
Invoices are sent to your email upon purchase. You can also access them by logging into your account on our website.
Will there be any additional costs to my order?
Additional costs such as customs or import duties may apply depending on your country’s regulations. These charges are not included in the item price or shipping cost and are the responsibility of the customer.
How will my order be refunded in the case of a return or faulty item?
Refunds will be issued to the original payment method used for the purchase. For more details, please refer to ourReturn Policy.
What is VAT?
VAT (Value Added Tax) is a tax that is included in the price of our products. The VAT rate varies depending on the country.
My Account
Do I need to set up an account to order something online?
No, you can place an order as a guest. However, creating an account allows you to track your order history, save your shipping information, and enjoy a faster checkout process for future purchases.
What are the advantages of having an account at LOUV?
Having an account allows you to track your order history, save your shipping information, and enjoy a faster checkout process for future purchases. You will also receive updates on new arrivals and exclusive promotions.
How do I create an account?
To create an account, click on the "Sign Up" button at the top right corner of our website and fill in the required information.
How can I delete my account?
If you wish to delete your account, please contact our customer service at info@louv-ams.com for assistance.
Sale Period
Can I cancel/change my order?
During sale periods, order modifications or cancellations may not be possible due to high order volumes. Please contact our customer service at info@louv-ams.com for assistance.
Where and when do you deliver during sale?
Delivery times during sale periods may be longer due to high order volumes. Please refer to ourShipping Policyfor detailed information.
Can I return items that were bought during sale?
Yes, items purchased during sale periods can be returned. Please refer to our Return Policy for more details.
Can I return my sale items at the LOUV store?
Currently, LOUV is an online-only store. Returns must be processed through our online return system.
My sale order is cancelled. What happened?
Sale orders may be cancelled due to stock availability or payment issues. Please contact our customer service for more information.
The product I am looking for is out of stock. Will it be restocked?
Sale orders may be cancelled due to stock availability or payment issues. Please contact our customer service for more information.
Will it be possible to exchange sale items?
Yes, sale items can be exchanged, subject to availability. Please contact our customer service at info@louv-ams.com for assistance.
Will it be possible to use a discount code/gift card on sale items?
Yes, discount codes and gift cards can be used on sale items, unless otherwise stated in the terms and conditions.
When are the LOUV sales?
Our sales periods vary. Sign up for our newsletter or follow us on social media to stay informed about upcoming sales.
How can I contact your Customer Service?
You can reach our customer service team via email at info@louv-ams.com. We are here to help you with any questions or concerns.