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

GUARANTEE PHONE ACCESSORIES:

We offer a 6 month warranty for LOUVE phone accessories that are products purchased from our website. This covers one-time replacement of the same product.

Within 6 months from the date of original purchase, if you discover a fault with one of your items, send us a picture of the defect and get in touch with us right away. We will work with you to guarantee your satisfaction. Limitations of our Warranty:

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

2. Damages caused by accidents or un-authorized 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 are applied 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 on the final decisions.

6. Although our smartphone cases include protective bumpers, a phone is still a very frangible item. We can't be held responsible for any damage, losses or other issues of your smartphone that is in a Louve Collection phone case - or hanging on any of our Phone Cords & Leashes.

7. Please note: We don’t guarantee the integrity of your smartphone, so treat it with care. Scratches may occur from particles that can get inside the case, so we recommend cleaning your cord 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. Depending on the model or version, the illustrations may differ from the actual product.

 

GUARANTEE ALL ITEMS

All our products are guaranteed for 6 months from the original purchase date (with proof of receipt). This covers one-time replacement of the same product.

Although our smartphone cases include protective bumpers, a phone is still a very frangible item. We can't be held responsible for any damage, losses or other issues of your smartphone that is in a Louve Collection phone case - or hanging on any of our Phone Cords & Leashes.

If you have any problems with an item within the guaranteed period, please email us your order number and outlining the issue - including a picture of the damaged item to: returns@collectionlouve.com

HOW CAN I RETURN A PRODUCT?
Are you not completely satisfied with your ordered items? A pity, but that can happen! When the items meet our conditions you can return your order within 14 days of receiving your return. We will then proceed to a refund of the purchased amount. You can also choose to receive a giftcard. 

To organise a return, please go to our Return Page. 

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

WHAT ARE THE RETURN CONDITIONS?
You can only return within the specified return period (14 days after the purchase date) and the items to be returned must be 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.  
  • If the item is returned outside of the timeframe stated above.
  • No refunds on Afterpay however, you can opt to receive a gift card. 
  • 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 Refundid returns.

In the rare case that breakage occurs, due to a manufacturing fault within the first 6 months of purchase, the piece will be covered under our warranty and Louve Collection will happily repair or replace the item - or offer a gift card to the full amount paid and return it free of charge. The customer will also receive a 3 month extended warranty on the repaired or replaced 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 care guide to see how to care for your item. 

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 letting us know in your email.

EXCHANGES 

Due to high sell through of stock, we are unable to offer exchanges. If you wish to change your size or style, we recommend you repurchase and return your original order for a refund or gift card in accordance to our return conditions. 


ORDERED THE WRONG PHONE CASE SIZE

If you have ordered the wrong phone case size, no worries! It happens a lot. The easiest way to go about, is if you return your current order back to us, and order the new item in the size you need. 


SALE ITEM RETURNS

All Sale items purchased with a promotional code are eligible for a refund or 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

All 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 cancel your order and send it back within our 14-day return period. You can review and adjust your purchase within this period. 

RETURN TO SENDER PARCELS

If an order is returned due to an insufficient address, our Customer Service team will contact you to arrange re-delivery. Any customers who return an order and mark the parcel as Return to Sender will have the $8,- shipping fee deducted from their return.

WHAT IS THE RETURN ADDRESS?
Louve Collection
22 Berry Street 
Cronulla, 2230 NSW
Australia
+61 4 3212 8709


ARE LOUVE PHONE CASES PROTECTIVE?
LOUVE offers a wide range 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, cord or accessory. Here are some tips & tricks to help you keep your items looking its best so that you can enjoy using & wearing them!

 

#1 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 our phone accessories exist of the highest-quality materials offered in the market. Plastics are equipped with UV-resistant features. Our Phone accessories will still react to objects they come in contact with. Dirt and wear and tear from daily use is to be expected. We recommend cleaning the case regularly or cleaning any stains immediately.