Refund policy

At LOU, we offer a 1-year right of exchange and return (does not apply to flowers and food/drinks). The period is calculated from the day you receive your order.

You may exchange or return all items, whether purchased in-store or online, in our physical store.

If you choose to exchange an item in-store, you must bring the item in unused condition and in its original packaging, along with your proof of purchase (receipt or order number).

If you wish to return an item by mail, you are responsible for the return shipping costs. For webshop purchases, please include your order number. For in-store purchases, please include your receipt. Returned items must be unused and in their original packaging.

IMPORTANT: Your return shipment must always be sent with delivery to the address, regardless of the carrier chosen. We are unable to accept returns delivered to parcel shops or other pickup locations.

Please note that DAO does not offer business delivery, and at LOU we are unable to collect parcels delivered to parcel shops.

We always recommend that you obtain a receipt as proof of shipment in case the parcel is lost in transit. You are responsible for the return shipment until we have received it.

Right to Complain About Defects

You have a 2-year right to complain about defects in accordance with the Danish Sale of Goods Act (købeloven). Our right to complain covers defects in materials and/or manufacturing.

The right to complain does not cover defects or damage caused by incorrect use of the product.

Online

If you wish to file a complaint regarding an item purchased on karrusella.dk, please contact us at web@loushop.dk.

In-store

If you wish to file a complaint regarding an item purchased in one of our stores, please bring the item along with the receipt for the purchase. When submitting a complaint, we aim to resolve the issue immediately. In some cases, however, we may need to retain the item for further inspection.

Return Address

ALL RETURNS MUST BE SENT WITH BUSINESS DELIVERY TO:

LOU
c/o Games
Skindergade 33
1159 Copenhagen K
Denmark