FREE WORLDWIDE SHIPPING on orders over 400 USD.

Shipping / Return / Refund Policy

ORDER GUIDE:

 

You can place your order as follows.

  1. Log-in (sign-up if needed)
  2. Search for products and add to cart
  3. Fill in an order form (e.g., your name, address, contact numbers)
  4. Select a payment method and make a payment
  5. Once the order has successfully been placed, you will be given an order number.
※ The sold-out items in your shopping cart and wish list may automatically disappear.

※ Cancellation is available if order not shipped.

 

PAYMENT:

 

Following payment methods are available within LOUISIELLA:

 

  1. PayPal
    You can either log into your existing PayPal account or pay using a debit or credit card.

※Please understand that there may be changes in price due to currency exchange rate.

 

SHIPPING:

 

Shipping rates:
All countries*
- Purchase over $400: Free Shipping
- Purchase below $400: $30 USD
Delivery Time: Around 3-8 business days
Method of Shipment: Air parcel
Shipping couriers:
May change depending on the situation.
Customer can’t choose

※ This is based on the total amount of your purchase.
※ Shipping couriers are constantly changing at the moment due to internationally ongoing issue of Covid-19. Please contact CS team for detailed information.
※ Please make sure to double-check the import regulations of your shipping destination before you make your purchase. Packages may return or be discarded if the order is ineligible for the local customs regulations. Cost for return and disposal should be shouldered by the customer.

 * Delivery currently unavailable for Russia & South Korea. 

Process:

 

When we receive your order, your order is processed to providers around 1-3 business days after payment (excluding holidays and weekends). All orders are processed during normal business hours Monday through Friday. Once your order is ready to ship your will receive shipment confirmation email with tracking numbers (multiple tracking numbers if your order is shipped with more than one package).

 

※ Please be informed that order placed right before day-offs and holidays in Korea may be delayed.
※ Please contact our CS team if you still have not received your parcel after 2 weeks from the date tracking number is given.

 

SHIPPING POLICY:

 

All orders are shipped from S. Korea with tracking number. We choose the courier based on our criteria to provide the best service. Unfortunately, selecting the courier isn’t currently available.

 

In case the package is returned to our warehouse due to customer's failure to receive, refusal to receive, or pick up the package (Couriers usually attempts to deliver the package up to 3 times and after that keeps the package in their facility between 10 days to 25 days), customers will be charged for penalty fee (original shipping fee + return shipping fee + tariff if applicable, exact amount determined after the receipt of the package in our warehouse) which is significantly higher than the shipping fee you originally paid. The penalty fee varies depending on the country and will be notified individually.

 

If any of your item(s) is missing in your parcel, please contact our CS team, louisiella-cs@louisiella.com, within 14 days from you receive the box. 
If confirmed of missing, we will send you the product right away, however, some products may go out-of-stock. All the costs related with re-sending will be borne by LOUISIELLA.

 

CUSTOMS:

 

International shipments may be subject to import taxes, duties, and customs fees, which are levied once the package reaches the country of destination. All related fees are the responsibility of the recipient.

You may also be required to pay a brokerage (handling) fee for the shipment. These charges are separate from your shipping charge and you will be billed directly for them.

※ Please be aware that any customs clearance related charges and customs duties are the responsibility of the customers, EVEN with the free shipping promotion orders.

Customs policies vary widely for every country so please check with your local customs office directly to see if they do in fact apply duties and or taxes to your imports. Not knowing your country's regulations can result in your order incurring high import duties, the delivery being delayed or even returned.

Due to complex and ever-changing customs policies we cannot guarantee the items you are ordering are permitted for import into your country. Therefore, it is important that you become familiar with the customs laws in your country before placing an order. Please check with your customs office to see if you can import the items, and if any additional licenses or permits are needed. Orders that are seized or delayed by customs are the responsibility of the customer and not LOUISIELLA.

Please note that the value of free gifts are marked as its original cost, for example as $10 USD, not as free or “0”, on the commercial invoice, therefore, they may be subject to duties or any kinds of customs clearance related charges.

 

EXCHANGE / RETURN / REFUND POLICY:

 

We ask you for a careful examination prior to your purchase (e.g., size, color, or etc.)
Any inquiries regarding the products should be made within 14 days from the day the delivery was completed.  (If your order is partially delivered, 14 days term will begin when you receive the last item in your order).

 

※Please note that our policy ONLY applies to unworn and unused items with all original tags attached. We do NOT issue credit or refund on worn or no-tag items.

 

EXCHANGE:

 

If the customer wants to exchange items for a different size or style, please contact our Customer service center ( louisiella-cs@louisiella.com ) within 14 days after receiving your package.

 

Process:

 

- While making an inquiry to our Customer Service Center include the following information to hasten the process:
[Name, Order number, product name/code, reason for exchange, item wanted instead]
- The customer is responsible for all/any relevant expenses during the return process such as round-trip shipping*, customs and etc. This will be done by either deduction from refunds or extra charges. LOUISIELLA is unable to reimburse original shipping fee or customs fees.
- We do not provide prepaid labels.
- The customer is in charge of all the shipping procedure: packing, invoice, choosing your carrier (DHL, USPS, Fedex, etc).
- The customer has to send us the return tracking number in 3 business days.
- Once the product is delivered to us, we will check the condition of the product and process the final refund. (after deduction of round-trip shipping cost, customs and etc)
- The customer can order the new Item wanted any time he wants: before return and refund or after.

*In case of a return of products from a free shipping order, if the kept products from the order is under the 400USD free shipping offer, the original shipping fee will be either deducted from the refund or charged extra.

RETURN:

 

For Product Returns due to Reasons Caused by the Customer

 

Any product returns due to reasons caused by the customer which includes but not limited to: incorrect shipping address, unidentifiable recipient, unpaid taxes and duties, wrong size, change of mind and etc.

 

- Please contact our Customer service center ( louisiella-cs@louisiella.com ) within 14 days after receiving your package and send us return tracking number in 3 business days.
- While making an inquiry to our Customer Service Center include the following information to hasten the process:
[Name, Order number, product name/code, reason for return]
- The customer is responsible for all/any relevant expenses during the return process such as round-trip shipping, customs and etc. This will be done by either deduction from refunds or extra charges. LOUISIELLA is unable to reimburse original shipping fee or customs fees.
- The returned product will not be re-shipped.
- We do not provide prepaid labels.
- The customer is in charge of all the shipping procedure: packing, invoice, choosing your carrier (DHL, USPS, Fedex, etc).
- The customer has to send us the return tracking number in 3 business days.
- Once the product is delivered to us, we will check the condition of the product and process the final refund. (after deduction of round-trip shipping cost, customs and etc)

 

For Product Returns due to defective and wrongly shipped items

 

- Please contact our Customer service center ( louisiella-cs@louisiella.com )  within 14 days after receiving your package and send us return tracking number in 3 business days.

 


- While making an inquiry to our Customer Service Center include the following information to hasten the process:
[Name, Order number, a picture of the item, a picture of defect part]

An item can be deemed defective for one of the following reasons:

  • Wrong item: you received another product, the wrong color option or the wrong size
  • Defective / damaged: the product is damaged or missing a part.
  • Wrong info: the information displayed on the website regarding the product were incorrect when you placed the order

 

The claim will be accepted if:

      • The item is unworn and unwashed
      •  Different than what was ordered (item, color, texture, quality or overall look)
      •  Notified us within 14 days of receiving your package
      •  Original tag(s), wrapping(s) or box(es) are intact.

 

※Disclaimer: for claims regarding colors, please note that the colors can vary depending on the lighting during the photo shooting or on the settings of your screen. Only obvious color differences will be accepted and will be left to the agent's appreciation. For claims regarding sizing, only differences of over 3cm between the received clothes and the size chart will be accepted.

For any exchanges/ returns of defective or wrongly shipped items the shipping fees will be borne by LOUISIELLA.

We do not provide prepaid labels, the customer is in charge of all the shipping procedure: packing, invoice, choosing your carrier (DHL, USPS, Fedex, etc).

Please kindly pay for return fee in advance as COD cannot be used for international shipping. The amount will be refunded to the customers once parcels are arrived at our inventory and checked by the relative team.

 

Non-Refundable Items:

 

Non-refundable items include (but are not limited to):

      • Clearance
      • Hair Accessories
      • Underwear
      • Swimwear
      • Leggings
      • Socks
      • Handmade or custom items
      • Lifestyle items