Returns Policy

• To initiate a return for store credit, please email your order number to info@louswim.com.
• Customers are responsible for all return shipping costs.
• Full priced items purchased via louswim.com can be returned within 30 days of receipt for store credit if it is in new condition with tags and liners intact, is not a sale item or Final Sale item.
• LOU Swim does not issue refunds unless special circumstances apply.
• Please note sale items are not eligible for return (this does not include items purchased using a discount code).
• We understand that buying sale items can be tricky. If you’re unsure about sizing, fit, or fabric, please reach out to info@louswim.com or review our size guide before placing your order. No exceptions can be made for sizing, fit or fabric issues on Final Sale items.
• For sanitary reasons, please try on swimwear over underwear, we do not accept exchanges that are worn or are soiled/stained.
• Panties are final sale for hygiene reasons.
• Once your return is received and approved, you’ll receive a store credit with no expiry date, redeemable storewide (online only).
• As a gesture of goodwill, we’ll also include a $10 bonus credit to help towards your shipping cost if your return items are valued under our free shipping threshold.
• Please note, we cannot guarantee stock availability at the time your store credit is processed. If you urgently want a specific item or it’s low in stock, we recommend choosing our Express Exchange option - simply repurchase the item first, and we’ll process your refund once the original item has been returned.
• Return packages must be shipped using a traceable method (with tracking). LOU Swim is not responsible for lost or damaged return parcels.
• Returns will only be accepted for items in their original condition, LOU Swim reserves the right to refuse a return if the product is returned damaged, worn, or soiled.
• We're confident you’ll love your pieces, but if you experience a fault or quality issue, please contact info@louswim.com, and our team will resolve it promptly.

CAN I RETURN A SALE ITEM?

• There are no returns available on sale items displayed on our Sale page. These are Final Sale items.
• Items purchased with a discount code are eligible for return for store credit but will not be offered a $10 bonus credit. 

We want you to love your purchase, but we understand that sometimes you might change your mind. Because we are based online, your purchases are fully protected under the UK Consumer Contracts Regulations and the Consumer Rights Act.

Below is everything you need to know about how to cancel an order, return an item, or handle a faulty product.

1. Your Right to Cancel ("Cooling-Off" Period)

You have the legal right to cancel your order for any reason within 14 days without giving any justification.

When does the window start? The 14-day cancellation window begins the day you (or a third party indicated by you) physically receive your goods. If your order arrives in multiple split shipments, the 14 days start the day you receive the final item.

2. How to Notify Us and Return Your Items

To exercise your right to cancel, you must inform us of your decision through a clear statement before the 14-day period ends.

1) Notify Us: Within 14 days of delivery.

Email us at info@louswim.com with your order number and the names of the items you wish to return. Alternatively, you can use the Model Cancellation Form provided at the bottom of this page.

2) Post the Items Back: Within 14 days of notification.

Once you have informed us, you must mail the items back to our return address without undue delay, and no later than 14 days from the day you notified us.

3. Return Shipping Costs

• Change of Mind: You are responsible for the direct cost of returning the goods to us. We highly recommend using a tracked shipping service, as we cannot issue a refund for items lost in transit.
• Faulty or Wrong Items: If you are returning an item because it is faulty, damaged, or the incorrect item was sent, we will cover all return shipping costs.

4. Refunds & Outbound Delivery Charges

Once we receive the returned items (or receive formal proof that you have posted them back), we will issue your refund within 14 days.

• Original Payment: Your refund will be processed back to the exact payment method used at checkout. We cannot issue a refund to a different card or account.
• Outbound Shipping Refunds: If you cancel and return your entire order within the 14-day cooling-off window, we will also refund the standard outbound shipping cost you paid at checkout. If you chose an expedited or express delivery method, we will only refund the value of our cheapest, standard shipping option. If you are only returning part of an order, outbound shipping costs are not refunded.
• Deductions for Diminished Value: You are allowed to inspect the goods just as you would in a physical shop (e.g., trying on a piece of clothing for size). However, if the goods are returned worn, washed, damaged, or altered beyond what is necessary to establish their nature and characteristics, we reserve the right to deduct an amount from your refund to cover the loss in value.

5. Items Excluded from Returns

For health, hygiene, and bespoke safety reasons, we cannot accept returns or cancellations on the following items unless they are faulty. Swimwear, intimates or undergarments where the hygiene seal, protective adhesive strip, or packaging has been broken, opened, or removed after delivery.

6. Faulty, Damaged, or Incorrect Goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described.

• Within 30 Days: If your item develops a manufacturing fault or arrives damaged, you have an absolute right to a full refund within 30 days of delivery.
• After 30 Days: If a fault occurs after 30 days but within 6 months, please contact us. We reserve the right to repair or replace the item first. If a repair or replacement is not possible or successful, you will then be entitled to a full or partial refund.

Our return address for all mailings is:
39 Bassendean Rd, Bayswater WA 6053, AUSTRALIA