Return and Refund Policy
At JLouren, every garment is prepared with care, and we sincerely hope you are satisfied with your order. Should anything not meet your expectations, we are happy to assist you with the return process.
Returns
For customers in the European Union, there is a right to withdraw from an online purchase within 14 days of receiving the order without giving any reason.
- Please inform us of your return within 14 days of delivery.
- After notifying us of the withdrawal, the goods must be returned within the applicable return period.
- If your order is delivered in multiple packages, the 14-day period begins with the delivery of the last package.
- If the last day of the return period falls on a non-working day, the period may be extended to the next business day.
This 14-day right of withdrawal exists independently of your statutory rights regarding faulty, damaged, or incorrectly delivered goods.
Return Requirements
Items returned under the right of withdrawal should be handled with due care and returned as far as possible in their original condition.
We recommend returning items:
- Unworn and unused
- With original tags attached
- In original packaging if possible
- With the SKU label and original packaging if possible
- With proof of purchase
You may be responsible for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Items Excluded from Return
Certain products may be excluded from the statutory right of withdrawal, as far as permissible under applicable EU consumer law, including for example:
- Sealed goods which are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery
- Goods that are liable to deteriorate or expire rapidly
- Clearly personalized or custom-made products
- Other products for which an exception applies under applicable law
For hygiene items such as bodysuits, swimwear, and lingerie, the statutory right of withdrawal may not apply if the corresponding hygiene seal has been removed or if such an exception is permissible under applicable law.
This policy does not limit any mandatory consumer rights you may have under EU law or the laws of your country.
Damaged, Defective, or Incorrectly Delivered Items
Please inspect your order upon receipt.
If an item is damaged, defective, or incorrectly delivered, please contact us as soon as possible at support@jlouren.com and send us:
- Your order number
- A description of the issue
- Clear photos of the item
- If applicable, photos of the packaging and SKU label
If a product is defective or does not conform to the contract of sale, you may have additional statutory rights under applicable EU consumer protection laws. These rights exist independently of the 14-day right of withdrawal.
Return Shipping Costs
For customers in the EU, JLouren covers the cost of return shipping for eligible returns under this policy.
No restocking fee will be charged for exercising the statutory 14-day right of withdrawal.
If a return is requested for a reason outside the statutory right of withdrawal or outside this policy, other conditions may apply, where legally permissible.
Refunds
Once the returned goods have been received and inspected:
- We will process the refund as quickly as possible
- Approved refunds will be issued via the original payment method
- Your payment provider or bank may require additional time to process the refund
In the event of a valid exercise of the EU right of withdrawal, the refund will be made in accordance with applicable EU consumer protection laws, including the applicable provisions on original standard shipping costs.
Where appropriate, we may withhold the refund until we have received the returned goods or you have provided proof of return.
Exchanges
Currently, we do not offer direct exchanges.
If you wish for a different item, you can place a new order after completing your return.
Your statutory consumer rights remain unaffected.
Size Chart
We recommend checking our size chart before ordering.
Our size charts are based on our suppliers' measurements. A deviation of 1–2 cm may occur.
If you need assistance with selecting your size, please contact us before ordering.
This section does not limit any statutory consumer rights you may have under applicable EU consumer law.
How to Initiate a Return
To initiate a return, please contact us at:
or via our Contact Page:
https://jlouren.com/pages/contact
Please provide the following information:
- Your order number
- The reason for the return, if applicable
- Clear photos of the item, if required
- A photo of the packaging showing the SKU label, if required
We will provide you with the appropriate return instructions.
Cancellation Before Shipment
Orders can be cancelled within 24 hours of purchase, provided the order has not yet been fulfilled or processed.
After this period, cancellation before fulfillment may no longer be possible.
This cancellation rule does not affect your statutory right to withdraw from an eligible online purchase within the applicable EU withdrawal period after receiving the goods.
Your Statutory Consumer Rights
This policy is not intended to exclude, limit, or replace any mandatory rights you may have under applicable EU law or national consumer protection laws.
Consumers in the EU generally have a 14-day right of withdrawal for online purchases, within which they can withdraw from the purchase without giving reasons. In addition, there may be additional statutory rights if goods are defective or do not conform to the contract of sale.
If you have any questions about your return or your consumer rights, please contact us at support@jlouren.com.
We are happy to help you.
