Lord Lou

Shipping and Returns

Shipping & returns information

Definitions

Goods             The items offered for sale on the website
We/us/our         Lord Lou, Cruquiuszoom 37, 2142 EW Cruquius, The Netherlands
You/your          The buyer of the goods

Delivery

Your order will usually be shipped by DPD and will require a signature on delivery. Orders placed by 11am (Monday to Friday, excluding public holidays) will normally be despatched within max. 2 working days. The cost of delivery will be added to your order total before payment is taken. For delivery charges please see separate table below.

(Overseas) delivery charges not covered in this table will be quoted and charged on a case by case basis. If an item is out of stock, this will be indicated on the website whenever possible. If we are unable to perform the whole or part of the order due to any cause or event beyond our control we may by notice in writing to you cancel or suspend the order in whole or in part without liability. We may deliver separately the goods which make up your order. Where we do so, you will only incur one delivery charge. Title to the goods shall pass to you on payment in full of the price of the goods.

 

Cancellation, returns & exchanges

To make a return

If you wish to return an item purchased through our webstore, please send us an e-mail at sales@lordlou.com stating order number, product, date of purchase and reason for return.

Please see below for details on our webstore refund and exchange policies.

Customers in the European Union: you may cancel an order up to fourteen days from the day on which you receive the goods. We ask that you notify us of your wish to cancel and receive a refund, exchange or store credit via e-mail: sales@lordlou.com

If you wish to return goods to us after the two-week period, we may, at our sole discretion, be able to offer you an exchange or store credit. We are unable to accept returned goods that we reasonably believe are not in resaleable condition or that have been used, unless the goods were faulty or damaged when received.

Once we receive your e-mail for request for return  we will be in touch with a unique reference number, which we ask you to mark clearly on the exterior of the returning package and that you keep noted for future reference. You should then return any items within fourteen days of receiving a reference number, at your own expense. Please ensure that all goods returned are suitably packed and obtain proof of posting, as we cannot be held responsible for packages lost or damaged on return to us. We recommend that you insure any goods returning to us. All goods returned to us must be complete with original receipt, in their original packaging and in an unused and resaleable condition.

 

All goods should be returned to the following address:

Lord Lou
Cruquiuszoom 37
2142 EW Cruquius
The Netherlands

In the case of cancelled orders, payments will be refunded within thirty days. If you return an order in full for a refund, we will refund the original shipping charge to you. Should you return part of your order for refund, we will not refund the original shipping charge. If you return part or the entire order for exchange, we will not refund the original shipping charge however we will ship the replacement goods to you without additional charge.

Please note that, if you return goods that were ordered by another person, any refund due will be made to the person who placed the order.

Customers outside the European Union: you may return to us any goods that you have ordered for exchange or refund within fourteen days of the day on which you receive the goods. If you wish to do so, you will have to return any items at your own expense. We will be unable to refund the original shipping cost that was charged to you when the order was placed (unless you are returning the order in its entirety and all the goods ordered were faulty or not as ordered in which case we will refund the original shipping charge). In addition, we will charge you a further amount that will be advised to you if you ask us to ship goods to you as an exchange unless the goods that were originally supplied to you were faulty or not as ordered. Please obtain proof of posting as we cannot be held responsible for packages lost on return to us. All goods returned to us must be unused, in their original packaging and in resaleable condition. In the case of goods returned for refund, payments will be refunded within thirty days of our receiving the goods in good condition. Alternatively, should any goods be unsuitable, we are happy to exchange them or to offer store credit. Should you wish to return any goods for exchange, refund or store credit, you must send us an e-mail in the first instance stating date of purchase, product and reason for return in order that we may issue a returns authorisation number. All goods should be returned to the following address:

Lord Lou
Cruquiuszoom 37
2142 EW  Cruquius
The Netherlands

Please ensure that all goods returned are suitably packed. We recommend that you insure any goods that are returned to us as we will not be liable for any damage or loss during transit. Please ensure that any goods returned are accompanied by the returns authorisation number and your receipt.

Please note that, if you return goods that were ordered by another person, any refund due will be made to the person who placed the order.

Shortage and transit damage

You must inspect the goods at the place and time of delivery and notify us of any shortages, defects in the goods, or of any other complaint immediately and in any case within ten working days from the date the goods were delivered, failing which the goods will be deemed to have been accepted and to be in good working order. Our liability for short delivery is limited to making good the shortage. Where goods prove to be faulty, we will replace them without charge, or give a full refund within 30 days of the date of the delivery. Where goods are faulty or not as ordered, we will reimburse the cost of delivery back to us should we ask you to return them to us.

Taxes and import duties

All prices are quoted in euros (€) or their equivalent in US dollars ($) or Pounds Sterling (£) and include where appropriate NL sales tax (Value Added Tax). If your delivery address is outside the European Union, no sales tax will be added to your order. Any import duties or taxes and customs or clearance charges that are payable in the recipient’s country are solely the responsibility of the recipient. They will not be refunded by us should you wish to cancel your order or to return any goods to us for exchange or refund. Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws. Please note that customs may open and inspect packages and that the cost of the goods must be specified on the documentation attached to the package, even if it is a gift.

Contact us

If you would like any further information please do not hesitate to contact us at sales@lordlou.com

 

Shipping fares – in € (EURO)

Class NL Zone 1 (EU) Zone 2 (NO & CH) Zone 3 Zone 4
S 10 15 35 80 110
M 10 15 35 120 175
L / XL 25 50 75 210 315
feeders S/M 5 10 25 35 45
accessories 5 10 25 35 70
Cushions M / L 5 10 25 65 80
London S 5 10 25 50 75
London M 5 10 25 75 125
London L 25 50 75 150 225
oversize 25 50 75 450 550
accessories pet feeders L, cushions XS/S, plaids, Copycat

 

Zone NL                      Netherlands
Zone 1                         Europe with exception of islands, Norway, Switzerland and Turkey.
Zone 2                         Norway and Switzerland
Zone 3                         Canada, Mexico, United States
Zone 4                         Australia, China, Egypt, Hongkong, India, Japan, New Zealand, Qatar, Russia,
Singapore, South Korea, Taiwan, Ukraine, United Arab Emirates, Turkey.

 

Free shipping
Netherlands – EUR 500
Europe except Norway and Switzerland – EUR 750
USA, Canada – EUR 1250