Our Service: We pay the VAT and pay or refund any applicable customs charges on your order.
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Information on returns
Have you received the wrong or perhaps a faulty product from us? This explains how the returns process works.
At Louis, all products are carefully inspected before shipping. In spite of this, in rare cases, a customer may receive the wrong or a faulty item. Of course, you can return or make a claim regarding such products. It makes no difference whether they were bought at a Louis store, online or by mail order.
In order to process your claim quickly, we need from you the affected product as well as the proof of purchase (or a copy thereof). The chapter on Returns explains how to return an item to us.
Please check every package you receive for damage in the presence of the postal worker or courier. If the package is damaged or has obviously been repaired with tape by the courier, please complain to the courier immediately and have them confirm your complaint in writing. If in doubt, do not accept the package and contact us instead. We will send you a replacement as quickly as possible.
In order to process your claim quickly, we need from you the affected product as well as the proof of purchase (or a copy thereof). Products ordered online or by mail order can also be returned to any Louis store (except Wallisellen/Zurich). Since the employees in our stores cannot always establish whether the product has been paid for, they cannot issue a credit note for mail order items. The employees in our stores will certainly take in the item and send it on to Dispatch in Hamburg, who will look into it and issue a credit note later if necessary.
If a product you have purchased from us gets damaged during use, it is often possible to have it repaired at a very reasonable price by Louis or the manufacturer.
Before you send us the product, please contact us and describe the damage briefly (ideally, e-mail us a photo). We will then let you know whether and in what way we can help. Of course, we will also give you a cost estimate for the repair. If you send us a product for repair, please make sure it is clean. Thank you.