Customer satisfaction is our number one priority. We're introducing protection plans for every product you purchase on our website.

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.

  6. Although our smartphone cases include protective bumpers, a phone is still a frangible item. We cannot be held responsible for any damage, loss, or other issue with a smartphone that is in a LOUVE Collection phone case, or in use with any of our phone straps and chains.

Please note: We do not guarantee the integrity of your smartphone, so please treat it with care.
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.

Scratches may occur from particles that can get inside the case, so we recommend regularly cleaning your phone strap and case with a dry cotton cloth. We know that our products are loved by children as well, but please be careful as our product consists of small parts.

If you have any problems with an item within the guaranteed period, please email us with your order number and an image of the product, outlining the issue at: returns@collectionlouve.com

 

HOW CAN 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).

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

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 
  • If the item is purchased on a discount or promotion. 

No cancellation of orders that are pre-order.

WHAT ARE THE RETURN CONDITIONS?

Returns will only be accepted within the specified return period (14 days from purchase date) and items must be returned unworn. We will not accept any pieces when: 

  • 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.

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.

EXCHANGES 

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).

 

SALE ITEM RETURNS

Returned sale items are only eligible for a gift card. 

 

FAULTY ITEM RETURNS

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!

 

PROMOTIONAL ITEM RETURNS

Full-priced items, purchased with a promotional code, are eligible for a refund or gift card.

 

WHAT IS THE RETURN PERIOD?

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.

 

RETURN TO SENDER PARCELS

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 the $8.99 shipping fee deducted from their return.

 

WHAT IS THE RETURN ADDRESS?

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

 

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.



PRODUCT CARE

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.

 

Keep your Hands Free

& simplify your life

with our Crossbody Phone Cases!

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