FAQ

As soon as your parcel leaves our store, you receive an email containing your tracking number and a tracking link. If you chose in-store pickup, you receive an email as soon as your order is ready. 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.

We deliver within Israel only. For home delivery, your parcel is delivered within 24–72 hours of your order (business days).

We do not ship outside Israel for the time being.

• Home delivery in Israel: 35 ₪
• In-store pickup (Sheinkin 11, Tel Aviv-Yafo): free

Home delivery is charged at a flat rate, shown at checkout before you pay.

Yes, in-store pickup is free. Choose it at checkout and collect your order from our store: LOULOU, Sheinkin 11, Tel Aviv-Yafo.

Your order is ready within 24 hours (business days). We send you an email as soon as it is ready — just come by with your order number.

Opening hours: Sunday to Thursday 10:30–20:30 · Friday 10:30–15:30 · closed on Saturday.

You have 14 days from delivery or in-store pickup 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.

Once your return request has been accepted by email, returning the item is free if you bring it to our store (Sheinkin 11, Tel Aviv-Yafo) during opening hours. If you send it back instead, return shipping costs are the customer's responsibility (return address: Sheinkin 11, Tel Aviv-Yafo, Israel).

For shipped returns, 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.

• Apparel that has been worn, or returned without its original tags
• Sale items

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.

The raincoat page includes a detailed size guide. Measure your dog's back length (from the shoulder blades to the base of the tail) and chest girth (around the widest part of the chest) with a soft tape measure. If your dog is close to the upper limit of a size, choose the larger size.