Shop on loui.rocks

REDEEMING DISCOUNT CODES

We regularly offer discounts as part of promotions. The associated codes can be redeemed in the shopping cart. To do this, enter the code in the field: Enter voucher code. Please note the following when redeeming:

many discount codes are only valid for a certain period and expire after the end of a promotion
discount codes can only be redeemed once per customer
categories such as Sale and Last Pieces are usually excluded
spelling is important; codes with spelling errors are not recognized by the system

YOUR LOUI.ROCKS ACCOUNT

On loui.rocks you can shop as a REGISTERED customer.

Registration is very simple. We will ask you only for the basic information necessary for the purchase process. In the registration form, all areas marked with (*) are required fields. As a registered customer, the information about your order will be available to you at any time through your account.

CHANGING YOUR ORDER

After your order is completed, we will send you a confirmation with the details by email.

We would like to point out that it is not possible to cancel or change your order if it is already in an advanced stage of preparation or shipment.

CART

In the shopping basket you can see its contents and change the number of items in your order or delete them. You can also mark items you like to buy later.

Please note that an item in the shopping cart cannot be reserved and thus delivery cannot be guaranteed. If one of the items is no longer available, you will see this in the shopping cart.

MEMORIAL NOTEPAD

On your notepad you can save the items that you like best. So you always have them at hand.

The operation is very simple: every time you click on the heart icon, you add that item to your list. You can choose to save it to a new or existing list. Using the edit option, you can always delete items from the list or share public lists via a link. To complete the purchase, click on the product, add it to the cart and continue with the usual steps.

Remember that you can only use the Wish List if you are a registered and logged in customer. Items on the notepad are not a guarantee of product availability.

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PRODUCT AVAILABILITY

To help you find the right size, we provide size charts that show you the size that fits based on measurements. If we have more detailed information about how the item turns out, we will tell you on the detail page of the item.

MATERIAL

At loui.rocks as well as in our store, you will get detailed information about material & composition of each item. At loui.rocks we place the highest value on quality & sustainability.

CARE

On our website, under MATERIAL of each item, as well as on the labels of our garments, you will find information on how to best care for your clothing. Please follow the manufacturer's care instructions according to the award.

In addition, for all our products, we recommend the care products from kaëll.

GIFT CARD (value voucher)

There are two variants: the e-card, a virtual card that is sent by email or can be deposited in the account, and the gift card. This is a physical card that is sent via carrier. Both can be used in our store as well as on loui.rocks.

Useful information about the gift card:

Only valid in the country/region where it was purchased.
It is a bearer document, loui.rocks will not replace the card in case of theft, loss or damage. Vouchers are also non-transferable.
The validity period varies by country/region. You can see this information when you select your card.
You can view the balance from gift vouchers in the loui.rocks online store, in the My Account > My Vouchers section.
Gift vouchers are excluded from exchange and can also not be used to pay for other vouchers.

PAY WITH GIFT CARD

Before you use your card, it is important that you know the following:

Both physical gift cards purchased in our store and e-cards sent via email are already activated.

To use the gift card, please log in to your account or re-register and please enter the unique gift card code in the shopping cart. This assigns the gift card to an account and cannot be used anywhere else. If you would like to use your e-gift card to pay at our store, you can print it out or show it on your mobile device. If your purchase exceeds the balance of your gift card, you can combine it with any other payment method available in your country/region. In individual cases, only payment of the balance by credit or debit card is possible.

REFUNDS WITH GIFT CARD

Articles that you return and paid with a gift card will be credited to your customer account in the same amount of the payment and can be viewed there under My Account > My Vouchers. The credit will be applied to future purchases. Please note that vouchers are bearer documents and cannot be transferred. Discount vouchers from promotions will expire if items from the promotion are returned.

PAYMENT METHODS

The following payment methods are currently available:

Credit card: VISA, Master, American Express, Maestro (debit card)
PayOne
Instant bank transfer
PayPal

TIME OF BOOKING

Your purchase will be invoiced once your order has shipped. If you paid with PayPal, PayPal Express or gift card, payment will be made immediately after purchase. It is required by law to perform two-factor authentication for online transactions to verify identity. Please contact your financial institution directly for the pre-authorization release option. In case of immediate authorization, the debit amount will be displayed to you directly, otherwise it will be released for payment after identity verification. If this is not the case, we recommend you to contact your credit institution to release the pre-authorizations automatically.

SAFE PURCHASE

The security of data provided by customers on loui.rocks is one of our top priorities. The company loui.rocks invests a lot of resources and uses the latest available technologies to ensure that your payment data is processed in a secure environment. Our e-commerce platform has various certifications of best practices for managing information security, as well as compliance with data security standards for the payment card industry, ensuring that we adhere to the industry's most demanding recommendations and standards to provide you with a shopping experience in a private and secure environment. For more information, please see our Privacy Policy.

Invoicing

Invoicing for Businesses: To purchase as a business, simply click on the "Business" option in the personal details and enter the tax information we request.

Invoicing for Business

SHIPPING METHODS AND COSTS

Depending on your address, time of order, and item availability, shipping options may vary.

At the time we process your purchase, we will show you the available shipping methods, cost, and estimated delivery time for your order.

Available shipping options:

Pick up at loui.rocks store - FREE to pick up at our store after 1-3 business days.
Please note that the person who is there to pick up the order must present all purchase receipts for pickup, whether they are the buyer or someone else. Should you authorize another person to pick up the order, we will require a written power of attorney and a copy of the buyer's identification document, as well as an identification document of the person picking up the order.
Delivery within Germany:
Standard shipping: 5.95 EUR / FREE for orders over 300€.
The expected delivery time varies depending on the delivery address between 1-3 business days.
Express delivery within Germany: 15.95 EUR
The expected delivery time varies between 1-2 working days.
Please note that express deliveries can only be delivered on working days (Mon-Fri).
Deliveries within Europe:
Standard shipping: 10.95 EUR / FREE for orders over 300€.
Delivery abroad:
We also deliver abroad via UPS. The higher shipping costs and possible customs charges or tax calculations are listed at the end of the ordering process in the invoice. Risk areas and excluded destinations are not selectable in the store as a country of delivery.

We are generally unable to facilitate packages to Packstations or PO Boxes at this time.

STATUS OF YOUR ORDER

We will notify you of the status of your order by email

You can also access this information in the "My Account" section.

Restrictions

The loui.rocks company tries to make deliveries possible to any location nationally. If there are restrictions on delivery at your delivery address, you will see them when you enter your address, or we will contact you as soon as possible to provide prompt delivery to a valid address or to inform you of alternatives.

HOW RETURNS WORK

If you wish to return an item purchased on loui.rocks, you have 14 days from the date of shipment to return your order free of charge. Please note that we must have received the items within this period. Items must be in perfect condition and all tags must be present.

Your order will include a pre-printed return label.

These options are available to return your merchandise:

In the loui.rocks store:You can return your order in our loui.rocks store. To do so, simply present the items you wish to return and your proof of purchase. This can be presented both electronically and in printed form.

You can also have the return carried out in our store by another authorized person.

How to find your proof of purchase: In your loui.rocks account, log in with your username and password. You can download your proof of purchase from the order details of the order you want to return.

Return item.

HOW THE EXCHANGE WORKS

How do I proceed if I want to return my order?

If you want to return your order, you can easily send it back to us. To do this, simply stick the label, clearly visible on the outside of your package and drop it off at a UPS store.

How long can I return my order?

If you want to return one or more items, then you have 14 days from receipt of the goods to do so. To meet the deadline, it is crucial at what time the return was initiated and handed over to the shipper.

Do I have to pay for the return shipping?

The return shipping is free of charge for you within Germany. For orders from abroad, the return shipping costs will be borne by the buyer.

Can I exchange the size or color of my item in the store?

If an item is available in a different size or color, you are welcome to exchange it at one of our loui.rocks stores. If nothing suitable can be found on site, we will gladly issue you a value voucher in the amount of the exchange value. In addition to the item you wish to exchange, we will also need the order or shipping confirmation associated with the item.

If you wish to exchange an item online, please make a return and make a new purchase.

Are there any items that are excluded from exchange?

Generally, when purchasing through the online store, any product can be returned within the time limit. Excluded are only gift certificates or gift cards. Hygiene items such as underwear or swimwear should only be tried over other laundry, be returned in the unopened original packaging and have no damage to the hygiene foil. Here we reserve the right to decide on a case-by-case basis and refuse a return if necessary. Regardless of this, a refund for the returned items can only be made if they are returned in the original packaging, undamaged, unworn, unwashed and with all labels and receipts.

How long does it take to get my refund in my account?

When you see in the tracking that we have received your return, we currently need about 7 days to check and credit it. Occasionally, there may be a slight delay in crediting due to special events. Please note that there may also be delays of up to one week due to payment runs by your bank or credit institution that cannot be influenced.

Special conditions

Generally, all our items are provided with a label and a seal. These must be present on the garment for a successful exchange.

For some of our items, the following additional special conditions apply to the return:

Underwear
Ladies: Exchanges or returns are possible as long as the items are in original condition and the bag or protective stickers we shipped them with have not been removed.
Men: Items from the underwear collection cannot be exchanged or returned.
Pajamas: Exchange or return is possible as long as the items are in original condition. Items that was shipped including the bag must be returned with it.
Accessories: must be returned in the complete original box or bag.

REFUND

You will be refunded via the same payment method you used to make your purchase.

You will receive an email confirmation of your return as soon as it is complete and we have received the merchandise back.

If you do not have the refund in your account after 14 days, please contact our customer service.

Please note that these modalities are not mandatory requirements for the effective exercise of the statutory right of withdrawal

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