Our Service: We always pay any applicable customs charges plus the VAT on your order before shipping it to you.
So you can be sure there’ll be no unwelcome surprises. Simply place your order and enjoy!
Returns and Complaint procedure
No-risk shopping: When you order from Louis, you can simply return any item you don't like, and we will give you a refund.
To enable us to pay the postage for your return delivery, please generate a QR code or return label in the DHL Returns Portal. Then go to your nearest parcel shop and ask them to scan the QR code on your smartphone. Alternatively, you can print out a return label and attach it to your parcel.
For returns from all other countries, you will have to bear the return cost.
Products ordered online or by mail order can also be returned to any Louis store (except Louis branches in Switzerland). Since the employees in our stores cannot always establish whether the product has been paid for, they are not able to issue a credit note for mail order items. They will gladly send your returned item to our Dispatch in Hamburg, who will then refund your payment.
In addition to your statutory right to cancel your order within 14 days (see our T&Cs), we give a voluntary two-year right of return on many products. If you don't like a product, for whatever reason, you may return it within two years and we will refund the purchase price immediately. On one condition: the goods must be unused – that is, new – and undamaged. If the current retail price of the product is lower, we will refund this lower amount.
Return the product to us, preferably in the original packaging, along with your proof of purchase, and please ensure that it cannot get damaged in transit.
The following products are excluded from the voluntary right of return: books, magazines, maps, DVDs, CDs, and food items.
Returns from other countries
Please affix the correct postage to the package. We can only accept packages if the postage has been paid by the sender.
Our address is:
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.
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 Louis stores in Switzerland). 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.