Shipping & Returns Policy

Effective Date: 2025-08-27

📍 Shipping Information

We currently ship within New Zealand.

- Processing Time: Orders are processed within 1–3 business days.

- Shipping Time: After processing, delivery generally takes 2–5 business days depending on your location.

- Shipping Fees: 
Standard post - Free Shipping (limited time offer - ends 31/10/2025). 
Express delivery - $7 NZD nationwide. 
Rural delivery $12.50 NZD nationwide.

- Delivery Provider: We use NZ Post or other reputable couriers with tracking.

Please ensure your shipping address is correct. LouLou is not responsible for items lost or delayed due to incorrect addresses.

🚚 Tracking Your Order

Once your order has shipped, if you shipped Express or Rural delivery, you will receive an email with your tracking number. If you do not receive this within 3 business days, please contact us at hello@loulou.co.nz.

🔁 Returns & Exchanges

We want you to love your LouLou purchase! If something isn’t right, we’re here to help.

Eligibility for Returns:
- Must be requested within 14 days of delivery.
- Items must be unused, unworn, and in original packaging.
- Earrings are non-returnable due to hygiene reasons.
- Sale items are final sale, unless faulty.

Return Process:
To initiate a return, please email us at hello@loulou.co.nz with your order number and reason for return.
- Return shipping is at the customer's expense unless the item is faulty.
- Refunds will be processed within 5 business days after the return is received.
- Exchanges depend on stock availability.

❗ Faulty or Damaged Items

If your item arrives damaged or faulty, please contact us within 7 days of delivery with photos. We’ll happily replace or refund the item, including return shipping costs.