If you’re not quite sure which size is right for you, check the Settings on your phone, then navigate to general > about > model.

Still unsure? 
Refer to our size guides. Click on this link for more info!

Once an order is placed with us, our team begins processing it promptly to ensure quick dispatch and delivery. Due to this streamlined process, we regret to inform you that we generally cannot accommodate changes to orders after they have been placed.

We understand that unexpected situations may arise, and you might wish to modify your order. If you find yourself in such a situation, please contact our customer support team via email as soon as possible at: info@collectionlouve.com. While we will do our best to assist you, we cannot guarantee that changes can be made once the order is in the processing stage.

If your order has already been processed, we unfortunately cannot make any changes or cancel your order. You will instead have the option to repurchase from our store, and return the incorrect item once received, or await the incorrect product(s) and then return for an exchange. We pack and ship orders daily so cannot guarantee your requests can be made.

Please carefully review your order before confirming the purchase. We encourage customers to double-check their items, shipping address, and other order details to ensure accuracy.

We appreciate your understanding and cooperation in this matter. If you have any concerns or questions about a product, please reach out to our customer support team before placing your order.

* Please note: Returned sale items are only eligible for a gift card. 

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund.

Once an order is placed with us, our team begins processing it promptly to ensure quick dispatch and delivery. Due to this streamlined process, we regret to inform you that we generally cannot accommodate changes to orders after they have been placed.

We understand that unexpected situations may arise, and you might wish to modify your order. If you find yourself in such a situation, please contact our customer support team via email as soon as possible info@collectionlouve.com. While we will do our best to assist you, we cannot guarantee that changes can be made once the order is in the processing stage.

If your order has already been processed, we unfortunately cannot make any changes or cancel your order. You will instead have the option to repurchase from our store, and return the incorrect item once received, or await the incorrect product(s) and then return for an exchange. We pack and ship orders daily so cannot guarantee your requests can be made.

Please carefully review your order before confirming the purchase. We encourage customers to double-check their items, shipping address, and other order details to ensure accuracy.

We appreciate your understanding and cooperation in this matter. If you have any concerns or questions about a product, please reach out to our customer support team before placing your order.

ALL ORDERS ARE DISPATCHED WITHIN 24-48H ON BUSINESS DAYS AND SHIPPED FROM OUR WAREHOUSE IN SYDNEY, NSW, AUSTRALIA. 

Check more info about our shipping policy here

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order.

Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns. Please check your spam folder if you haven't received the confirmation email.

We always do our best to ensure the timely delivery of all orders, but please bear in mind that we are only provided with an estimated delivery date from our carriers. On a rare occasion, your order could arrive outside of the estimated timeframe.

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.

Please be aware: Customs and clearance fees can be charged in addition to international shipping costs. These charges differ by country and LOUVE is not liable for any customs or clearance charges you incur. It is the customer's responsibility to be informed of any local customs & taxes charges. These fees are not included in your order total and must be paid to your local customs office prior to receiving your order.

Check more info about our shipping policy here

INTERNATIONAL SHIPPING AND TRACKING

When you order from outside Australia, please note that once your package reaches your country, it is transferred to your local delivery service for final delivery. This means that updates on the AusPost tracking page may stop once your local service has taken over.

To ensure you receive the most accurate tracking information, we recommend using the AusPost tracking code on your local delivery service’s website once the package arrives in your country. Your local service may attempt to deliver the package, and if you're not aware of a delivery attempt, it could be returned to us if unclaimed.

Please Note: We are not responsible for packages returned due to missed delivery attempts or unclaimed parcels. After customs clearance, the package is typically handled entirely by your local postal service, so please keep an eye on your tracking status through your local service’s website to avoid missed deliveries.

No worries. This can happen with all the different phone sizes - It can be quite confusing!

When the item(s) meet our return conditions, your order can be returned to us, within 14 days of receipt, for an exchange, credit note, or refund of the purchase price.

To organise an exchange, please visit our Returns Center, select the option ‘Swap with same product’, and include in the notes your correct phone size, when lodging your return request. Upon receipt of your returned product(s), we will create a new order for the correct item(s) to be sent out to you upon payment of the new shipping fee.

Please note:
* Buyers are responsible for return shipping, unless the items are faulty, damaged, or if you've received incorrect items.
* Sale items are non-refundable.

** With your return, please include a note containing: Customer name, order number, brief outline of return details (i.e. return for exchange/refund).

When the item(s) meet our return conditions, your order can be returned to us, within 14 days of receipt, for an exchange, credit note, or refund of the purchase price.

Refunds will be processed via the original payment method within 5 business days of your item being received by our customer care team. Alternatively, you can choose to keep store credit by either selecting this method when lodging your return, or letting us know via email.

To organise an exchange, please visit our Returns Center, select the option ‘Swap with same product’, and include in the notes your correct phone size, when lodging your return request. Upon receipt of your returned product(s), we will create a new order for the correct item(s) to be sent out to you upon payment of the new shipping fee.

Please note:
* Buyers are responsible for return shipping, unless the items are faulty, damaged, or if you've received incorrect items.
* Sale items are non-refundable.

** With your return, please include a note containing: Customer name, order number, brief outline of return details (i.e. return for exchange/refund).

FAULTY ITEMS RETURN
If you believe your item has a fault, please contact our Customer Service team at: info@collectionlouve.com with your order number and images of the fault. Our team will work to resolve this with priority!

If an order is returned to our warehouse due to an insufficient address, our Customer Service team will contact you to arrange re-delivery. Customers who return or reject an order and mark the parcel as ‘Return to Sender’ will have their shipping fee deducted from their return.

In the rare case that breakage occurs, if due to a manufacturing fault and within the first 6 months of purchase, the item will be covered under our warranty.

This covers one-time replacement of the same product, or a gift card to the full amount paid, and return of the damaged item. If damage has occurred due personal wear & tear, mishandling or not caring for the treasure as per our instructions, it will not be covered under our warranty.

Within 6 months from the date of original purchase, if you discover a fault with one of your items, please get in touch with us right away with a photo of the defect. We will work with you to guarantee your satisfaction. Our email address is: info@collectionlouve.com

Limitations of our Warranty:

* Any scratches or discolouration of your product(s) caused by general wear-and-tear are not covered by our warranty.

* Damages caused by accidents or unauthorised modifications are not covered by our warranty.

* No devices (e.g. mobile phones, tablets, etc.) other than LOUVE branded products are covered by our warranty.

* No refunds or replacements apply to lost or stolen items.

* If your product is discontinued or out-of-stock, it may be replaced by a similar option. LOUVE Collection reserves the right to final decision.

Please note: Although our phone cases are protective - a phone is still a delicate object and we use it all day, every day, in all kinds of situations. Please know that we can't be held responsible for any damage, losses, or other issues of a phone that's in a Louve Phone case.

Please view our Quality, Care, & Guarantee page to see how to care for your items.

LOUVE Collection
18 Balboa Street
KURNELL NSW 2231
Australia
+61 432 128 709

You have the right to return your order for an exchange, gift card, or refund (in accordance with our return conditions) within our 14-day return period.

Not completely satisfied with your order? This is a pity but can happen!
When the item(s) meet our return conditions, your order can be returned to us, within 14 days of receipt, for an exchange, credit note, or refund of the purchase price.

To organise a return, please visit our Returns Center. Items must be returned unworn. We will not accept any pieces when: 

• We do not offer refunds on products that come with a promotion or are on sale. (We do not offer refunds on our: 'Buy one, get one free' promotion items.
• An item is not returned in its original condition: has been worn, scratched, damaged or is not in its original packaging.  
• An item is returned outside of the time frame stated above.
• No cancellation of orders that are pre-order.
• No refunds on sale products.
• Please note, any orders that have been paid for via gift card are not eligible for refunded returns.
• Return shipping cost is the customer's responsibility.

In the rare case that breakage occurs, if due to a manufacturing fault and within the first 6 months of purchase, the item will be covered under our warranty. This covers one-time replacement of the same product, or a gift card to the full amount paid, and return of the damaged item. If damage has occurred due personal wear & tear, mishandling or not caring for the treasure as per our instructions, it will not be covered under our warranty.

Hold on to the tracking information provided by your courier as proof of delivery. Louve Collection is not responsible for lost parcels where proof of shipment cannot be provided. Louve Collection is unable to lodge a return for a lost parcel without tracking information. 

* Please note: Although our phone cases are protective - a phone is still a delicate object and we use it all day, every day, in all kinds of situations. Please know that we can't be held responsible for any damage, losses, or other issues of a phone that's in a Louve Phone case.

Please view our Quality, Care, & Guarantee page to see how to care for your items.

REFUNDS

Refunds will be processed via the original payment method within 5 business days of your item being received by our customer care team. Alternatively, you can choose to keep store credit by either selecting this method when lodging your return, or letting us know via email.

Please note:
* Buyers are responsible for return shipping, unless the items are faulty, damaged, or if you've received incorrect items.

* With your return, please include a note containing: Customer name, order number, brief outline of return details (i.e. return for exchange/refund).

IMPORTANT: Please hold on to the tracking information provided by your courier as proof of delivery. Louve Collection is not responsible for lost parcels where proof of shipment cannot be provided. Louve Collection is unable to lodge a return for a lost parcel without tracking information. 

 
We will not accept returned items when:

• An item is not returned in its original condition: has been worn, scratched, damaged or is not in its original packaging. 
• If the item is returned outside of the time frame stated above 
• No cancellation of orders that are pre-order.
• When its a sale item.

 In the rare case that breakage occurs, if due to a manufacturing fault and within the first 6 months of purchase, the item will be covered under our warranty. This covers one-time replacement of the same product, or a gift card to the full amount paid, and return of the damaged item. If damage has occurred due personal wear & tear, mishandling or not caring for the treasure as per our instructions, it will not be covered under our warranty.

Please view our Quality, Care, & Guarantee page to see how to care for your items.

• Free Standard Delivery on orders of or over $99
  
• Upgrade to Express $4,99
  
• $9,99 Standard Delivery (2-8 business days for metro and up to 13 business days for rural)
  
• 12,99 Express Delivery (1-4 business days and up to 9 business days for rural)

All orders are dispatched within 48h on business days and shipped from our warehouse in Sydney, NSW, Australia.

All products are displayed in AUD, however, you can view our prices in your local currency by selecting your country from the drop-down menu in the top, right-hand corner of your screen.

Prices will convert based on the current exchange rate. At checkout, you will be charged in your local currency, at the current exchange rate

Yes! Gift cards can be purchased from our website here.

For detailed instructions on how to check your phone size, please visit our size guide here.

If you don’t see your phone size listed under ‘SHOP BY PHONE SIZE’, please reach out to us at info@collectionlouve.com . We may have some extras in stock!

Yes! We offer a range of phone case types and tech accessories that are durable and functional without losing originality. Our smartphone cases are Shock-Proof and the protection level has been enhanced up to 9.8ft.

We offer Magsafe Phone cases and non-magsafe phone cases.

Our Magsafe Phone cases are compatible with wireless charging.

Although our non-magsafe phone cases do not contain magnets, they should still charge while using our products if laid on a wireless charging mat. We have many happy customers who successfully use their wireless charging products while also using our phone cases.

For detailed instructions on how to assemble your phone case + strap, including images, please visit our Instructions Page.

Our LOUVE phone straps have been specially designed to be compatible with our LOUVE phone cases.

Although some of our phone straps may attach to an existing phone case with eyelets, some of our phone strap designs are only compatible with our LOUVE phone cases.

Our phone cases have been designed to ensure that your phone strap adaptor stays in place, we advise our customers not to place any cards, cash, or other objects between the back of your phone and your phone case.

Our phone cases in genuine pebble leather come with a wallet on the back of the case, to insert cards. We've also just launched our Recycled Nylon mini bags, which you can attach to your phone strap!

We have found the easiest way to remove your phone case is to first lift one corner of your phone from the case, then carefully remove the entire phone case.

Many factors can influence the wear and tear of your phone case, strap, or accessory. Here are some tips & tricks to help you keep your items looking their best so that you can enjoy using them for as long as possible!

1. Wipe clean with a damp cloth
   Clean the case with a soft, slightly damp cloth that's been soaked in soap and water
   
   
2. Clean with an alcohol wipe
   Clean the case with an approximate 70-75% isopropyl alcohol wipe
   
   
3. Stay away from bleach
   Do not use bleach products or similar chemicals to clean the case

GOOD TO KNOW
All of our phone accessories have been manufactured using the highest-quality materials on the market. Plastics used are equipped with UV-resistant features, however, phone accessories will still react to objects they come in contact with. We recommend cleaning the case regularly, and removing any marks immediately, however, some level of wear and tear from daily use is to be expected.

Yes! Your popsocket and other adhesive phone accessories can be used with any of our LOUVE phone cases, however, please keep in mind that the adhesion strength of these products will vary depending on the material being stuck to.

We’ve actually just released our own collection of PopSockets, which you can shop here!

We do our absolute best to ensure our products are accurately represented online, however, a number of factors may cause slight discrepancies between what you see on our website and the product you receive: 

1. Computer, laptop, and smartphone screens, and even different web browsers, can all represent colours differently - Sometimes the colour of a product may be misrepresented by a certain device.
   
2. The colours we have opted to use for our phone cases have been custom-made by our supplier - Although very similar, the colour of our products may vary slightly from batch to batch.
   
3. Depending on the phone model or version depicted in our product images, your phone case may arrive looking slightly different due to being manufactured for your specific device dimensions. (Camera hole & side buttons may vary).