Return Policy

At Louise & Grace, your satisfaction is our priority. If you’re not completely happy with your purchase, we’ve made our return process clear and straightforward.

If You’ve Received an Incorrect or Defective Item

If your order is incorrect, incomplete, or defective, please email customerservice@louiseandgrace.com with your order number and photos of the issue so we can resolve it quickly.

Change of Mind / Not Satisfied

Returns can be made within 30 days of the purchase date for online orders, provided the items are in their original, saleable condition with no signs of wear or use.

Once we receive and approve your return, we’ll process a full refund (excluding return shipping) within 7 working days.

How to Return – 3 Easy Steps

Step 1: Contact Us
Email customerservice@louiseandgrace.com with your order number and reason for return, or complete our online return form. We’ll then send you a return form (if emailing) along with full instructions.

Step 2: Send Your Package
Once your return is approved, send your item to the address provided. Please ensure your parcel is securely packaged and use a trackable shipping service, as you are responsible for the return until it reaches us.

Step 3: Receive Your Refund
After we receive your return in good condition, we’ll issue your refund to your original payment method within 7 working days.

Cancellation Policy

Orders may be cancelled within 24 hours of purchase by emailing customerservice@louiseandgrace.com with your name, order number, and order date.

If your order has already been processed, you can only cancel it by following the return process above.

Important Return Terms

  • Items must be unused, in original condition, and free from damage not caused during delivery.
  • We reserve the right to refuse returns if items appear worn, washed, or damaged.
  • All returns must be pre-approved and include a completed return form.

What’s Not Returnable

For hygiene and safety reasons, the following items cannot be returned:

  • Washed or worn items
  • Accessories: earrings and cosmetics
  • Intimates: panties and lingerie sets
  • Clothing: tights

Return Shipping Costs

  • All returns are processed at our central warehouse in Asia.
  • Return shipping is the customer’s responsibility.
  • We do not refund return shipping costs.

Customs Fees

Please note that return shipments may be subject to customs inspection and additional fees. Any customs duties, taxes, or handling charges applied by customs authorities are the responsibility of the customer. These costs will not be covered or refunded by Louise & Grace.