Customer Service
Purchases
Please contact us as soon as possible and we will try to help you. However, when an order has already been processed by our warehouse, it is no longer possible to change or cancel your order.
Please check your spam box, if you still haven’t received an email after 24 hours, contact us at loisjeanstore@loisjeans.com
Yes, you do need an account to place an order. This way you can easily manage your account details and order history.
To exchange an item for a different product or size we kindly ask you to place a new order. We will refund your returned items as soon as possible after we’ve received them.
Payment
At Lois you can pay with Mastercard, Maestro Visa, American Express, PayPal, Klarna, Apple Pay, Google Pay, Shop Pay and iDeal.
Yes, that is possible. To pay afterwards please choose one of the following check-out options: Shop Pay, American Express, Mastercard, Visa or Klarna.
Delivery
EU: All our shipments are sent with DHL
Delivery time:
BENELUX: 1 business day
EUROPE: 2-5 business days
OUTSIDE EU: 5-15 business days
Orders placed after 15:00 will be shipped the next business day.
NL/BE/LUX/DE: free shipping
REST OF EU/UNITED KINGDOM: €9,95 * We offer free shipping on orders above €125
OUTSIDE EU: €25 * We offer free shipping on orders above €125
*Please be aware of additional government duties and custom fees
Once your order has been shipped you will receive an email with a track & trace code to track the status of your order. If you have not received it, please check your spam box.
Returns
1. Fill in the added return form and clearly specify the reason for return
2. Place the items with their original tags and the return form in the reusable pouch
3. Send the parcel to:
Lois Webstore Triple A Logistics
Industrieweg 1 1775 PV
Middenmeer, the Netherlands
4. Save your tracking information until we confirm your return
Items may be returned within 45 days after receiving the order.
*Please note that you are responsible for the costs of returning the package.
Contact us at loisjeanstore@loisjeans.com and we will provide you with all the information you need to return your order.
After receiving and processing your package in our warehouse, you will receive a confirmation and we will refund you within 3-5 business days.
Products
We’re so sorry to hear that your order didn't arrive in perfect condition! If something is faulty please contact us directly at loisjeanstore@loisjeans.com and we will help you as soon as possible.
We’re sorry to hear that the item you want is no longer in stock. Fortunately, our ‘Lois Classics’ collection is always on stock and will be updated as soon as possible. If you’re looking for a specific item, please send us an e-mail with all the information and we will check when your favourite Lois piece is back in stock again.Apart from our signature ‘Lois Classics’, we have seasonal and limited collections. It is possible that the item you want is no longer available this season. If this is the case, let us know via e-mail and we will gladly help you find an alternative!
If you have any questions regarding the sizing and fit of our items, we are happy to help. You can find the size guide for men and women here, with the list of available sizes. If you are still unsure which size to choose, please don’t hesitate to contact us at loisjeanstore@loisjeans.com.
FAQ
Our customer service is always happy to help you with anything you need. If you have any questions or encounter any difficulties, feel free to contact us via our contact form or via:Phone: +31 (0)2 03 100117Email: loisjeanstore@loisjeans.com
