FAQ

As soon as your parcel leaves our warehouse, you receive an email containing your tracking number and a tracking link. If you created an account, every order and its status are also available from your account page.

If you would like to change your order, email us at contact@loulouthedogstore.com. We can only amend an order that has not yet been dispatched.

Email us at contact@loulouthedogstore.com and we will get back to you within 24 hours.

Within Israel, we deliver your order in 2 to 5 business days from the date it is dispatched from our warehouse.

Deliveries to the rest of Europe and the world take 4 to 7 business days.

• Israel: 35 ILS
• Rest of Europe and the world: 70 ILS

Any customs duties or import taxes are payable by the recipient.

You have 14 days from the date you receive the product at your address to request a return.

To arrange a return, write to us at contact@loulouthedogstore.com. Items sent back without first requesting a return will not be accepted.

To be eligible, your item must be unworn and unused, with its tags, in its original unopened packaging, and accompanied by your invoice or proof of purchase.

See our full return policy for details.

Return shipping costs are the customer's responsibility.

The only exception is when the item is defective, damaged or incorrectly shipped — in those cases we cover the return shipping and either replace the item or refund you in full. Please contact us as soon as you receive your order if this happens.

• Dog food and treats once the packaging has been opened, for food safety reasons
• Coat care and grooming products (shampoos, balms, oils, sprays, masks) once opened or used, for hygiene reasons
• Apparel and harnesses that have been worn, or returned without their original tags
• Custom or personalised items, such as engraved collars and tags
• Sale items and gift cards

Unopened items from these categories can be returned within 14 days, in their original sealed packaging.

Once we have received and inspected your return, we let you know whether the refund was approved. If approved, you are refunded on your original payment method within 10 business days. Your bank or card issuer may need additional time to post the refund.

Loulou accepts the following payment methods:

• Credit and debit card
• Apple Pay
• Google Pay
• BIT
• PayPal
• Bank transfer

All card payments are secured by 3-D Secure.

Yes. When paying by credit card you can split the amount into several monthly instalments. The number of instalments available depends on your order total and is shown at checkout.

Yes. Card details are processed by our payment provider over an encrypted connection and are never stored on our servers. Every transaction is verified through 3-D Secure by your bank.

All our products carry a 1-year warranty. It covers the replacement of faulty products in the event of a manufacturing defect.

The warranty does not cover:

• Burns, cuts, chafing, creases, marks, scratches or any other damage caused by animals, or by inappropriate or incorrect use of the product, other than the use recommended and advertised.
• Use of, or contact with, chemical products (acids, solvents, dyes, paint, ammonia, lacquers or other styling products), and cleaning with products unsuited to the specific material of the item under warranty.
• Natural variations in colour or texture resulting from normal use and/or care that does not follow the manufacturer's specifications.
• Normal wear and tear or ageing of the product.
• Indirect damage and losses of any kind.

Every product page includes a detailed size guide. Measure the neck circumference (collars) or the chest just behind the front legs (harnesses) with a soft tape measure.

Wipe with a soft damp cloth. Nourish 2 to 3 times a year with a natural leather cream.