Terms & Conditions

Product Photography

Please note that some items may appear a different size online in order to show specific product detailing or to show the product in full. Product photography reflects the best specification of the item, but some might alter in color and size due to different versions of digital screens and web platforms, therefore we cannot ensure that the exact color and sizing of products will always be shown in photographs.

Payment Details

We accept all major credit and debit cards through Stripe, PayPal, and Alipay. All payments will be charged and processed in US Dollars.

Prices shown in foreign currencies (other than USD) using our on-site currency converter tool are for reference only. Your bank may use a different conversion rate to convert your local currency in USD when making a payment at our store.

Please note that sensitive payment information, such as credit card data, will never be recorded or handled directly by Lalouette. All your payment information is safely handled by our payment processing partners Stripe & PayPal. Lalouette will never deal with or have access to your payment details such as (credit) card information.

Discount Codes

On occasions promotional discount codes will be available, via third party collaborations or directly, which will apply to specified items on our website. These given codes can only be applied to the specified products/purchases of full priced items and will not work in conjunction with any other promotional offer.

Shipping & Delivery

Import Duties & Taxes (VAT)

Lalouette is based in Hong Kong, where there is no value-added tax (VAT). However, import duties, VAT, or purchase tax, may or may not be charged by your country of residence. Please note that we have no control over these charges. These potential costs are not included in the item price or shipping cost and are the buyer’s responsibility. Lalouette will fill out all necessary customs forms upon shipping out your order in Hong Kong. If you do not know how much, or if any, import tax you might have to pay, please check with your local tax authorities.

Customs Clearance

We accurately fill out all the necessary customs forms when shipping out your order. However, sometimes customs clearance can take longer than expected. Please note that we cannot be held responsible for delays in delivery caused by customs inspection, as this is out of Lalouette’s and the carrier’s control.

Please review our Shipping & Delivery page for more details on shipping and delivery.

Returns, Exchanges & Faulty Items

Returns

Full price and undamaged items can be returned within 14 days of receiving your original order. All returns must be accompanied by a copy of your proof of purchase. Please make sure your items are returned in a new and unused condition and in their original packaging in order for us to process a refund. Sale items cannot be returned or exchanged unless faulty.

The shipping fees for returning an order are the buyer’s responsibility. Please note that we cannot be held responsible for any items/packages which do not reach us so we recommend that you use a trackable service.

Faulty Items

If you receive an order and deem it faulty, please email our customer service team at returns@lalouettesilk.com pictures of the faulty product(s) before making any returns. Delivery charges for return will be reimbursed upon review and approval.

Exchanges

Please note that we are unable to offer product exchanges at the moment. If you want a different product from the one you initially ordered, you’ll need to return the unwanted item for a refund and place a new order. Your unwanted item should be in a new, unwashed, and unused condition and in their original packaging to be eligible for an exchange.

For more details please refer to our Returns & Exchanges page.

Account Confirmation

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates so that we can complete your transactions and contact you as needed.

Privacy Details

Please review our Privacy Policy for details on how we handle your personal data, and how you can manage your data.

Cancellation Policy

Cancellation by you:

Once an order has been placed we are unable to make any changes or cancel your orders. You can return your order once you have received it, please find further details in our Returns & Exchanges section.

Cancellation by us:

We reserve the right to cancel the contract between you and us if:

• We have insufficient stock to deliver the goods you have ordered, or
• One or more of the items you ordered was listed at an incorrect price due to a typographical error

If we do cancel your order we will notify you by e-mail and will recredit your account any sum deducted by us from your credit card as soon as possible. We will not be obliged to offer any additional compensation for disappointment suffered.

Errors, Inaccuracies & Omissions

Occasionally there may be information on our site that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information on the website is inaccurate at any time without prior notice (including after you have submitted your order).

Complaints

If you feel you are not completely satisfied with any Lalouette product, please contact our customer service team at info@lalouettesilk.com. We will get back to you as soon as possible.