GENERAL

WHERE ARE ORDERS SHIPPED FROM?

All orders are dispatched within 24h on business days and shipped from our warehouse in Sydney, NSW, Australia. 

DO YOU SHIP INTERNATIONALLY?

Yes, we do!

 

WHAT IS YOUR WEBSITE'S CURRENCY?

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. 

 

CAN I BUY A LOUVE GIFT CARD?

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

 

HOW DO I CHECK MY PHONE SIZE?

For detailed instructions on how to check your phone size, please visit either of the following pages.
iPhone users, click here.
Android users, click here.

 

WILL LOUVE STOCK MY PHONE SIZE?

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 a solution so you are still able use one of our Phone Straps!

 

ARE LOUVE PHONE CASES PROTECTIVE?

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.

 

ARE LOUVE PHONE CASES COMPATIBLE WITH WIRELESS CHARGING?

Although our phone cases do not contain magnets, your phone 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. We will be offering MagSafe Cases in the very near Future, please reach out to us at info@collectionlouve.com to get notified once we're launching this new line. 

 

HOW DO I ATTACH MY PHONE STRAP TO MY PHONE CASE?

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

 

CAN I USE A LOUVE PHONE STRAP WITH MY EXISTING PHONE CASE?

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. We also offer a universal strap connector, which should be compatible to your current phone case. Feel free to reach out to us at info@collectionlouve.com for more information.

 

CAN I STORE CARDS AND CASH BEHIND MY LOUVE PHONE CASE?

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 little wallet on the back of the case, to insert cards. We're also launching matching mini wallets, which you can attach to your phone strap. 

 

HOW DO I REMOVE MY LOUVE PHONE CASE?

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.

 

HOW DO I CLEAN MY LOUVE 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.

 

CAN I ATTACH A POPSOCKET AND/OR OTHER ACCESSORIES TO MY LOUVE PHONE CASE?

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’re actually introducing Popsockets to our collections very soon!

 

 

CUSTOMER SERVICE

HOW DO I CONTACT LOUVE COLLECTION?

You can email us any time at: info@collectionlouve.com

 

CAN I CHANGE MY ORDER?

If you realise you have ordered the incorrect product, please get in touch with us with your order number ASAP at info@collectionlouve.com. If your order has not yet shipped, we should be able to make the necessary changes. If your order has already shipped, we unfortunately cannot make any changes or cancel your order after it has left our premises. 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.

 

HOW DO I RETURN A PRODUCT?

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.

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).

 

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.

 

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 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.

 

WHAT IF I ORDERED THE WRONG PHONE CASE SIZE?

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.

 

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

 

PHONE ACCESSORIES GUARANTEE

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.

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.

Limitations of our Warranty:

1. Any scratches or discolouration of your product(s) caused by general wear-and-tear are not covered by our warranty.
   
   
2. Damages caused by accidents or unauthorised modifications are not covered by our warranty.
   
   
3. No devices (e.g. mobile phones, tablets, etc.) other than LOUVE branded products are covered by our warranty.
   
   
4. No refunds or replacements apply to lost or stolen items.
   
   
5. 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.

 

WHY DOES MY ITEM LOOK DIFFERENT THAN ON YOUR WEBSITE?

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.