Refund policy

We have a 28-day return policy, which means you have 28 days from the date you received your item to request a return. To be eligible for a return, the item must be in the same condition as you received it, unworn and unused, with all tags attached and in its original packaging. You will also need your receipt or proof of purchase. To request a return, please contact us at info@bylelou.se or submit a return request directly in your customer account. Please note that returns must be sent to the following address: By Lelou, Solgläntan 7, 148 40 Segersäng, Sweden

If your return is accepted, we will send you instructions on how and where to send your package. Items returned without first requesting a return will not be accepted. If you have any questions about returns, you can always contact us at info@bylelou.se.

Damages and issues Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you have received the wrong item, so that we can assess the issue and make it right.

Exceptions / non-returnable items Certain types of items cannot be returned, such as perishable goods (for example food, flowers, or plants), custom products (for example special orders or personalised items), and personal care products (for example beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about a specific item.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return has been approved, purchase the new item separately.

EU 14-day cooling-off period Notwithstanding the above, if goods are delivered to the EU you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, the item must be in the same condition as you received it, unworn and unused, with all tags attached and in its original packaging. You will also need your receipt or proof of purchase.

Refunds We will notify you once we have received and inspected your return, and let you know whether the refund has been approved or not. If approved, the refund will be processed automatically to your original payment method within 10 business days. Please keep in mind that it may take some time for your bank or credit card company to process the refund before it appears in your account. If more than 15 business days have passed since we approved your return, please contact us at info@bylelou.se.