Refund policy

At Louve, we are committed to creating a fun, seamless, and hassle-free online shopping experience for all our customers, so you love shopping with us as much as you love our products. If you ever need to request an exchange, we have designed a convenient and customer-friendly process for your benefit.

To initiate an exchange, simply contact the Louve Customer Care Team by emailing info@shoplouve.com or by reaching out via Hotline or WhatsApp on +94 76 868 6748. Once your request is received and approved, our team will place an exchange order on your behalf and record the item(s) to be exchanged. A courier will be arranged to collect the item directly from your doorstep and return it to us for inspection.

After reviewing the item for quality and hygiene standards, we will notify you whether your exchange has been approved. Upon approval, the replacement item will be delivered to your doorstep for your convenience. 

For online purchases, exchanges must be requested strictly within seven days from the date of delivery. All items must be returned in new and unused condition, with all original Louve brand tags and price labels still attached. Items that are damaged, worn, altered, soiled, or deemed unhygienic, will not be accepted, and such exchange requests will be rejected. The purchased item remains the customer’s responsibility until it reaches Louve for inspection, and customers are advised to ensure that items are securely packed and sealed to avoid damage or tampering during transit. All returned items will undergo inspection before an exchange request can be approved and processed. While we strive to accommodate all exchange requests, approval is subject to meeting the required conditions.

Items may be exchanged for a different size or an alternative product, subject to availability of stock. Exchanges will be processed free of charge provided that the returned item passes inspection. If the new item requested has a higher selling price than the original purchase, the customer will be required to pay the difference. If the new item has a lower selling price, the difference will not be refunded and will be forfeited. Please note that no cash refunds or credit notes are issued for standard exchanges under any circumstances.

Certain items are not eligible for exchange. Bodysuit products cannot be exchanged due to hygiene reasons, and sale items purchased online are strictly non-exchangeable. In the event that an item is returned in an unsuitable condition, it will be sent back to the customer, and courier charges for both pickup and return will need to be borne by the customer. Please also note that the full exchange process may take up to fourteen days, considering courier transit times, inspection procedures, processing, and redelivery. Your patience during this period is greatly appreciated.

In the rare event that you receive a damaged or defective item, you are required to notify us within three days of receiving the product. The request for return or exchange can be made through our email or hotline as provided above. Once the defective item is collected, it will be inspected at our warehouse to ensure that it is unused and unworn despite the defect. As with all returns, the item remains the customer’s responsibility until it reaches us, and proper packaging is required to avoid further damage during transit. All original price tags and labels must remain attached to the garment. Following inspection, the item may be exchanged for a different size or an alternative product, subject to stock availability. If the replacement item has a higher value, the customer will be required to pay the price difference. If the replacement item has a lower value, the balance amount will be refunded. Customers may also opt for a full refund of the defective item’s value if they do not wish to receive a replacement. 

Please note that Louve management reserves the right to reject or deny any exchange or refund request if the damage or defect is determined not to be genuine. All decisions made by management in such cases are final and non-negotiable.