1. I’ve just placed an order. Where is my confirmation email?
Please allow up to 2 hours for your confirmation email to be received in your registered email address inbox. We recommend checking your Junk/Spam mail folder as well. If you do not receive a confirmation email within this time frame, simply contact info@louswim.com.
2. I’m unable to place my order. What do I do?
If an error message keeps occurring in your checkout process, more often than not there is a credit card problem, or a defect with the billing or shipping address you are trying to use. To fix this error, try re-formatting the names and addresses in your billing or shipping information. You can also try shopping from a new browser or using a different payment method such as PayPal. If the error message keeps re-occurring, please contact info@louswim.com.
3. Did you receive the order I just placed?
After you place your order on louswim.com, a confirmation email will be sent to your email address once it has been processed. We recommend checking your Junk/Spam mail folder as well. If you do not receive a confirmation email within 24 hours, please contact info@louswim.com.
4. Can I cancel/make changes to the order I just placed?
Generally we are unable to make manual changes, however if the order has not been shipped it may be possible. We process orders quickly, so changes cannot always be accommodated. Please immediately contact info@louswim.com with your change request details included in the email. Please note our customer care team works on a different time zone to some of our online store locations.
5. Do you have a size chart?
We have a size guide for you to follow, but if you have specific questions about an item that are not already mentioned in the details section on each product please contact info@louswim.com.
6. It looks like my card was charged twice. Why?
What you may be seeing is an authorisation. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorisation will clear and you will see one charge for the order you have placed. Please note that your bank may take up to 48 hours to clear the authorisation. If you need help speeding up the process you can contact the issuing bank of your credit card.
Please only click the ‘Complete Order’ button once during checkout and allow this to finish processing to avoid duplicate orders being placed.
7. Can I cancel my order without being charged?
Unfortunately, we are not able to cancel an order after it has confirmed through our system and payment has been received.
8. What does your newsletter allow me to receive?
The LOU Swim newsletter notifies you of all of our latest arrivals, promotions, secret discount codes and other exclusive offers. We only send out goodies that you don’t want to miss out on!
9. Where is my order? I have not received it yet?
You will receive a confirmation email once your order has been shipped that contains your tracking information. If you have not received a shipping confirmation email, please check your Junk Mail or Spam folder.
Please go to our Shipping & Returns page for more information about delivery times.
Business days do not include weekends or national public holidays and the delivery time frame excludes delays caused during international custom’s processing.
10. The tracking number for my number isn’t showing any tracking updates. Where is it?
Tracking updates at times don’t reflect the exact location of your parcel. Please allow ample time for tracking to update as this may occur when the parcel reaches the delivery postal depot.
11. Can I return a sale item?
There are no exchanges available on sale items. All sale items are sold as final sale only. Please refer to our Returns Policy at our Shipping & Returns page for further details.
Can't find the answers you need?
We’d love to help! Send us your questions to info@louswim.com.