We understand sometimes things go wrong! In the rare case you’re not completely satisfied with your purchase, reach out to us and we will come up with the best solution for you within our policies.
We have a 2 hour cancellation policy. Please note that we cannot cancel orders or change sizes after 2 hours has passed because orders are put into processing and prepped for shipping immediately, your package goes out same-day. If you ordered the wrong size or item by accident, please contact us right away so that we can make the appropriate changes to your order prior to 2 hours. If your item is already packaged or in transit, you must wait to receive it, then return it back to us with what size you need instead.
You click our terms & conditions with our shipping and tracking information at checkout, authorizing you understand our policy.
If you enter incorrect shipping address at checkout, we’re not responsible for unclaimed, denied or lost packages.
Please contact us immediately after placing the order if you entered any incorrect information.
Lio & Louie will not provide any form of refund or reship the order unless it's returned to us by shipping company. As soon as it leaves our warehouse, it is in the shipping companies hands and responsibility.
If you did not input correct shipping information, customer is responsible for updated new shipping label fee for us to send back out with the correct information.
After order has been placed, promo codes cannot be applied. The promo or discount code must be entered in the discount box at checkout to receive the current promotion or discount before placing the order.
All promo codes are available for a limited time and while supplies last. Expired codes are no longer valid and cannot be used.
For items a customer wants to return it must arrive to us in the same new condition we delivered it to you in. If we receive a return with any damages and/or not in new sellable condition like we sent it originally, this item can not be refunded.
We pride ourselves on delivering brand new condition items to our customers and expect it to be returned back to us in the same condition. We will not sell damaged returned goods to another customer. Damaged returns forces us to damage out this item and cannot be resold.
Shipping & Returns
We currently ship within the Netherlands, Belgium and Europe.
We process orders within 1-3 business days. Processing includes review, packing, and sending out the order. Processing time should be added to the total delivery time.
NL / BE: 1-2 business days
Europe: 3-5 business days
Some of your items may ship out same day from our warehouse and you’ll receive separate packages. All packages will have its own tracking number in this case for you to follow.
Please note that these are estimated shipping times.
We provide a tracking number with every order. Please wait up to 24 hours after processing for tracking info to update and be sent automatically to the email you checkout with.
Depending on availability, it may happen that your multi-item orders or larger orders are dispatched in separate packages. We will provide the appropriate tracking numbers for each parcel shipped in this event.
The Netherlands / Belgium €4,95 Europe €12,95 International €39,95
The exact amount is calculated at checkout. You get free shipping on orders over €100 (only in Europe).
We will refund any item(s) up to 14 days of the package delivery date. The item must be in unused condition, accompanied by original price tags.
Refund cases will be issued in the original form of payment. Refunds to credit/debit cards can take up to 30 days to process. If you don't receive your refund within this time, please contact your bank in this case. Shipping fees are non-refundable.
-Shipping is non-refundable unless there was a mistake on our end.
-Package is experiencing shipping delays. Unfortunately shipping delays are out of our control and would be between you and your local shipping company.
-Returned/exchanged goods that have been shipped back to us worn, stained, damaged, and/or not in new sellable condition as it was when we shipped it.
-If customer inputs the wrong address at checkout. We ship to wherever the customer types in, thus we cannot refund a package that went to the wrong address the customer typed in.