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  • My Account
    What are the benefits of creating an account?

    Lori Lou is a secure site, where your details are always kept private. Once registered you can enjoy the following benefits:

    • Faster and easier checkout
    • Check the status of orders
    • View your previous orders
    • Browse and change your personal information
    • Change your password

     

    Once registered, you can access your account information from anywhere within the site by simply clicking the “Login” button from the top right corner.

    How do I create an account?

    An account can be created at anytime by clicking on the “login” button, found in the top right corner of the website. From this page you will find an option to “login” if you already have an account or “register” if you wish to create one. Registration is also possible at the checkout, before completing your order.

    I'm having problems logging in

    This usually happens for two reasons: the e-mail address and/or the password was entered incorrectly.

    Incorrect e-mail 
    If you have entered your e-mail address incorrectly when creating an account, you won’t receive a confirmation e-mail and consequently, your correct details will not be recognised next time you try to sign in.

    If you think this might be the case, please email us at services@lorilou.co.uk or contact us on Live Chat with your name and e-mail and we will solve the problem for you. We may ask for some basic details to confirm your identity and to keep customer records safe.

    Forgotten password
    If you have forgotten your password click the “forgotten password” link in the “login” section to have your password e-mailed to you.

  • Orders
    Is it safe/secure to order online?

    Absolutely. All payments are processed using Paypal, a leading online secure payment gateway. All transactions are dealt with on Paypal’s secure site. Payment details are not entered on our own website. Lori Lou does not store your payment details, nor do we have any kind of access to them. We will never contact you by email for such details.

    What payment methods do you accept?

    We currently accept all major credit and debit cards: American Express, Visa, MasterCard, Delta, Switch/Maestro, Solo via Paypal. Alternatively, you can log into your Paypal account (if you have one) and pay directly through them.

    What currency can I pay in?

    We accept payment by Great British Pound only. Your bank will set the rate of exchange from your own currency if it is not already GBP.

    Do I have to pay tax or duty?

    VAT does not apply to children’s clothing in the UK or the rest of the EU. VAT is also not applicable to countries outside the EU. However, please check if you are liable to pay duty at customs if living outside the EU. Lori Lou Ltd cannot take responsibility for duty fees incurred on overseas orders. We recommend contacting your local customs office for more information.

    What is a billing address?

    Your “billing address” is the address that your bank or credit card provider sends your bills or monthly statements to.

    The billing name and address appear on the monthly credit card statement. If you only conduct your credit card billing via the internet, then this will be the address you entered when you registered with your online bank.

    Your bank needs this information to be correct as a security measure. When we process your order and charge your card, your bank asks us to verify the address that your card is registered to in order to make sure it really is you. (This is instead of entering your PIN)

    What is the CVV?

    The CVV (sometimes called the CVD or CVV2) is a feature to give you increased protection against credit card fraud online.

    Visa/MasterCard
    The CVV is the last 3 numbers printed on the signature strip on the back of the credit card.

    American Express
    The CVV or Security Code is the last 4 numbers printed on the front of the card above the card account number.

    Why has my card been declined?

    If your Credit Card has been declined it can be for a number of reasons:

    • You have written a number wrong.
    • You have written the date or security code (CVV) wrong.
    • The name and address does not match the address the Bank has on file for you.
    • Your Bank have refused it for security reasons.
    • There are not enough funds to cover the payment.

     

    If you contact your Credit Card Provider or Bank they will tell you why they have declined it.

    Can I change my address after placing the order?

    Please let us know immediately if you have made a mistake with your address so we are able to change it for you. Once your order has been dispatched, we cannot redirect it to a different address. Please be aware that it is your responsibility to provide the correct information when placing the order.

    How do I confirm you have received my order?

    We send an e-mail confirmation for every order. You should receive this within 10 minutes. If you do not, please contact us.

    If you are a registered customer, you will be able to login to your account and view the status of your order and any comments or emails we have sent you.

  • Delivery & Returns
    What are your delivery options?

    We offer free standard delivery on all UK orders of £35 or more. All orders placed before 12pm are dispatched the same day by courier and should arrive within 2-5 days once dispatched. If you desire, a note can be left at checkout, stating a “safe place” to leave the parcel should you not be home. Please check your “safe place” if you choose this option and are expecting a delivery. Please note, the decision to leave the parcel unattended is down to the couriers discretion. Up to 3 attempts will be made to deliver before your is sent back to Lori Lou Ltd. An additional fee for delivery will be required should all 3 original attempts be unsuccessful. Lori Lou Ltd reserves the right to refund a cancelled order, after delivery has been attempted, minus the cost of delivery to ourselves. This will be no more than £3 per dress for orders that opted for standard delivery.

    If you require next day delivery please order before 12pm and select Express delivery at checkout. This service costs £6.50. Express orders placed after 12pm will be collected on the next working day and delivered the next working day after collection. We are able to offer Saturday delivery before 12pm at no additional cost for Express orders placed on a Friday before 12pm.
    Saturday delivery is also an option for orders placed throughout the week at the same price as Express delivery.

    International orders are sent using a standard delivery service to keep the cost down. The price is subject to country. If you require a fully tracked express service please contact us stating which country for a price. Please note that such delivery costs can be high. Please see our Delivery & Returns page for a table of standard international prices and estimated delivery times.

    Do you provide international delivery?

    Yes, we do, but not via our standard checkout. Please refer to our Delivery & Returns page for information regarding this topic.

    How do I track my order?

    For UK orders, you should receive an e-mail with your tracking number once your order has been shipped. Please allow a minimum of one hour for myHermes/UKMail’s website to be updated with your tracking number. Please contact us if you do not receive your tracking number.

    How do I return an item?

    The quality of all items is carefully checked before shipping, however, we promise to refund any items that you are not completely happy with when you return it to us in it’s saleable condition and in its original packaging, by post within 14 days of receipt of your goods.
    Before returning any items please email customer services stating:

    • Your name
    • Order number
    • which item you’d like to return
    • the reason for return.

     

    Returned products should be:

    • Unworn with tags
    • In the original packaging
    • In a re-saleable condition
    • With the packing slip

     

    Returns should be mailed to:

    Lori Lou LTD
    The Former Church Rooms
    Church Street
    Nunney
    Frome
    Somerset
    BA11 4LW

    We will email you to let you know  your parcel has been received and will process the refund the same day. Refunds will be credited to your original method of payment. Please note that card issuers vary in how many days they take to credit the money back to your card.

    If you wish to exchange your item for a different size we are happy to post the new size out to you (if in stock) at no extra cost once the original item is returned to us. If you wish to exchange the dress for a different style then you will need to make a brand new order and we will refund you for the original order.

Lori Lou Ltd ©2015 | Created by Redcircle Design & Kuro