Frequently Asked Questions

Here you'll find answers to all your questions about placing an order, receiving your package, and returning items. We'll clearly explain how to have your order delivered, the applicable shipping costs, and how to easily arrange a return.

Whether you want to collect your order for free from our stores in Avelgem or Ronse , or opt for fast delivery via Bpost in Belgium, the Netherlands, France, or Germany, Lou Lou ensures a smooth service. Find out everything about delivery options, shipping costs, returns, refunds, and what to do if an item arrives damaged below.

Do you have any further questions? Feel free to contact us at support@loulou.store or +32 55 890 444. We're happy to help!

FAQ - Placing an order

How do I place an order at Lou Lou?

1. Choose your favorite ➜ 'Add to cart'.
2. Open shopping cart ➜ 'Checkout'.
3. Enter details (email & delivery address or log in).
4. Choose shipping method (free pick-up or Bpost delivery).
5. Pay with:
• Bancontact
• Visa / MasterCard
• iDEAL
• Klarna
• Lou Lou gift card
6. Order confirmation in your inbox within minutes.

Do I need an account to order?

No – you can always checkout as a guest . With an account, you can track orders & returns more easily.

Can I still change or cancel my order?

Email or call us within 1 hour of your order. If the package has already been shipped, you can return it free of charge via our returns portal after receipt.
Customer service: shop@loulou.store | +32 55 890 444 (Tue-Sat 10am-6pm)

Will I receive an order or delivery confirmation?

Yes – you will receive an order confirmation and a shipping/collection confirmation (with tracking or collection info).

How do I use a gift card or discount code?

Enter the code in the 'Discount Code / Gift Card' box on the checkout page. The amount will be deducted immediately.

Can I add special instructions (gift, card, etc.)?

Yes - use the 'Order Notes' box in your shopping cart. For more detailed requests, please email us.Row content

What if an item is sold out?

Click 'Notify me when available' – you will receive an email as soon as the item is back in stock.

Are my payment and personal data processed securely?

Absolutely. Lou Lou.store uses an SSL-secured checkout and is PCI-DSS & GDPR compliant. Klarna payments also go through an encrypted connection.

Can I pay for an order afterwards?

Yes, you can use Klarna at Lou Lou. Pay later (30 days): Pay free of charge within 30 days after dispatch. Please note: Klarna performs a quick credit/identity check. If you do not pay on time, Klarna will charge reminder costs.


FAQ - Order, Delivery & Returns

How and where can I have my order delivered?

You can choose from two options:
- at Lou Lou in Avelgem or Ronse.
- in Belgium, the Netherlands, France or Germany (for shipping costs).

Where can I pick up my order for free?
  • Lou Lou Avelgem: Kerkstraat 16, 8580 Avelgem - +32 56 64 65 51
  • Lou Lou Ronse: Abeelstraat 25, 9600 Ronse - +32 55 890 444

You will receive an email as soon as your package is ready for collection.

What are the shipping costs for delivery via Bpost?

Cost = standard shipping costs (BE € 7.95 / NL € 9.95 / FR € 12.95 / DE € 12.95) / OTHER: € 12.95.

What delivery options do I have via Bpost?
  • Home delivery (to you, to work or to family).
  • Pick up at a Bpost post office.
  • Delivery to a Bpost collection point or Bpack 24/7 parcel machine.
What if I am not at home upon delivery?

The driver will leave a message. You can then pick up your parcel at a post office, pick-up point or Bpost parcel machine.

Can I have my order delivered to a country other than Belgium, the Netherlands, France or Germany?

Yes, please contact us via: chat, by email: shop@loulou.store or by telephone.
+32 55 890 444

How long does it take to receive my order?
  • Delivery in Belgium: in most cases, the next day. In the worst case, maximum 7 working days.
  • You will receive a notification when your package has been shipped.
  • Not at home? Bpost will make a new delivery appointment possible.
Can I return my order?

Yes, you can return within 14 days of receipt (with the exception of excluded goods - see our terms and conditions ).

How can I return my order?
  • Via Bpost (free)
    Use our returns portal via the QR code on your packing slip or the link:
    👉 Lou Lou Return Portal
  • Via own shipping (at own expense)
    Use the official withdrawal form:
    👉 Withdrawal form - Return address:
    Lou Lou, Abeelstraat 25, 9600 Ronse
  • Through our stores (free)
    Return your order to Lou Lou Avelgem or Ronse.
Do I pay return costs?
  • No, returns are free if you use our returns portal.
  • Returns at your own expense are possible, but these costs will not be reimbursed.
When will I get my money back?
  • Within 10 days of receiving your return.
  • Refund via the same payment method you used to pay.
What exactly is reimbursed?
  • The full purchase value of the returned items.
  • Shipping costs are non- refundable.
  • Please keep your proof of purchase or include it with your return shipment.
What should I do if an item arrived damaged?

Please contact our customer service as soon as possible:
📧 shop@loulou.store

Can I exchange?

You can return the item and then place a new order.

Frequently Asked Questions about Lou Lou

Here you will find answers to all your questions about placing an order, the delivery of your package and returning items. We will clearly explain how you can have your order delivered, which shipping costs apply and how you can easily arrange a return.

Whether you want to pick up your order for free in our stores in Avelgem or Ronse , or opt for fast delivery via Bpost in Belgium, the Netherlands, France or Germany — at Lou Lou we ensure a smooth service. Discover everything about delivery options, shipping costs, returns, refunds and what you can do if an item has arrived damaged below.

Do you have any additional questions? Feel free to contact us via support@loulou.store or +32 55 890 444. We are happy to help you!

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