Refund policy

We have a 14-day return policy, which means you have 14 days from the date your order is delivered or picked up in store to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original, unopened packaging. You will also need your invoice or proof of purchase.

To start a return, contact us at contact@loulouthedogstore.com. You can return your item in two ways: by bringing it back to our store at Sheinkin 11, Tel Aviv-Yafo, during opening hours (Sunday to Thursday 10:30–20:30 · Friday 10:30–15:30 · closed on Saturday), or by shipping it to the following return address: Sheinkin 11, Tel Aviv-Yafo, Israel.

If your return is accepted, we will send you instructions on how to return your item. Returns made at our store are free of charge. If you ship your return to us, return shipping costs are the customer's responsibility, except where the item is defective, damaged or incorrectly shipped — in those cases we cover the cost. No item can be returned, in store or by post, without a return request accepted by email beforehand.

You can always contact us for any return question at contact@loulouthedogstore.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. In these cases we cover the return shipping and either replace the item or refund you in full.

Exceptions / non-returnable items

The following cannot be returned:

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

Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember that it can also take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at contact@loulouthedogstore.com.