Order & Returns Information

Track your order

As soon as your order is dispatched we will email you to let you know it’s on the way. However, if you have any questions please do not hesitate to contact us on 01600 715039 or email info@loulourioux.co.uk

Change or Cancel your order

If you wish to cancel your order, please inform us within 7 days of us receiving your quilt top (unless you have requested expedited delivery, in which case please inform us within 2 days). Any collection &/or delivery fees incurred cannot be refunded. If you would like to add items to your order, please place a new order for these items. If you need to change the delivery address on your order please contact us on 01600 715039. If your order has already been dispatched or delivered, please see our Returns Procedure if you wish to return any of the items. There are some items/services which we cannot cancel, refund or exchange – please see our Returns Policy for details of these items. 

Returns Policy

In the unlikely event that you may need to return items – please return your item(s) within 30 days to us or via post for an exchange or refund. Under the Distance Selling Regulations, if you purchase online or by phone your consumer rights entitle you to a full refund if you request one in writing within 14 working days of delivery. This excludes the products listed as exceptions below:

Conditions of returns

Items must be in their original condition with the packaging unopened and accompanied with your receipt of purchase.

Delivery charges

We will cover the postage for returning/replacing items that were sent in error or defective when delivered (please contact us to advise the delivery method), otherwise you will be responsible for any costs incurred in returning items to us. We highly recommend that you send items back via a traceable service and take out postal insurance to cover their value, as we are not responsible for the risk of loss or damage to such goods.

Products we are unable to exchange or refund

Unless faulty or not as described, we cannot refund or offer an exchange on:

  • Labour/Product(s) to customise an item(s)
  • This returns policy does not affect your statutory rights.

Returns procedure

Please complete the steps below:

  1. Please email us info@loulourioux.co.uk with your order number, your contact details and the reason for the return. We will then contact you with a returns number if appropriate. Note: without obtaining a returns number we will be unable to process or accept your return.
  2. After you recieve your 'returns number' please send the item(s) with your receipt or order confirmation, your contact details and 'returns number' to: Lou Lou Rioux, Old Mill House, Rockfield, Monmouth, NP25 5QE

If you have any questions please do not hesitate to contact us on 01600 715039 or email info@loulourioux.com