Terms of service

Payment

LOU accepts payment by Dankort, Visa, Visa Electron, Mastercard, and MobilePay. No payment fees are charged.

Payment for your order will only be charged once the item has been dispatched. All prices are listed in DKK and include Danish VAT.

If you are a customer residing outside the EU, Danish VAT will be deducted from your order.

LOU uses an approved payment server that encrypts all card information using SSL (Secure Socket Layer) protocol. This means that we cannot access your card details, and they will not be shared with any third party.

Delivery

LOU ships parcels with GLS. Orders are dispatched Monday–Friday (excluding public holidays). You can track your parcel using the track-and-trace number sent to you by email when your order is dispatched.

Whenever possible, we ship our parcels in recycled boxes to help reduce environmental impact.

Track your GLS parcel here:
https://gls-group.com/DK/en/track-and-trace

If your order is not collected within the timeframe provided by GLS, it will automatically be returned to Karrusella. In such cases, a return shipping fee of DKK 39 will be charged.

In-Store Pickup

When placing your order, you may choose to collect it in our store.

If you order on a weekday before 2:00 PM (14:00), your item will often be ready for pickup within a few hours.

Right of Complaint

We provide a 2-year warranty in accordance with the Danish Sale of Goods Act. The warranty covers defects in materials and/or manufacturing.

The warranty 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 loushop.dk, please contact us at web@loushop.dk.

In-Store

If you wish to file a complaint regarding an item purchased in our store, please bring the item along with your receipt. 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.

Condition of Returned Items

Items must be returned in their original condition and original packaging.

Returns Address

All returns must be sent to:

LOU
Skindergade 31
1159 Copenhagen K
Denmark

Refunds

If a refund has been agreed upon, the amount will be returned to the card used for payment.

If payment was not made by card, please provide your bank details so we can transfer the agreed amount.

Product Availability

Our website is updated daily to ensure that displayed items are in stock. However, as loushop.dk is connected to our physical store in Copenhagen, we reserve the right for items to sell out during the day.

If one or more of your ordered items are out of stock, you will of course be notified as soon as possible before your order is dispatched.

Complaints Procedure

We always strive to ensure that shopping with LOU is a positive experience and that you are fully satisfied as a customer.

If you are not satisfied with a product purchased from LOU, please contact us by phone at +45 3155 5094 or by email at info@loushop.dk.

If you wish to escalate your complaint, you may contact:

The Danish Competition and Consumer Authority
Center for Complaint Resolution
Carl Jacobsens Vej 35
2500 Valby
Denmark

Your Rights as a Consumer

You can read more about your rights as a consumer at:
https://forbrugersikkerhed.dk/

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