FAQ

Are you accepting interns?
We are always looking for talent. If interested, please forward along a resume to hi@loutre.co with the subject line, “Internship.”

 

How long does it take to process my order?
Please allow 24-48 hours for your order to be processed and fulfilled. This process may take slightly longer during periods of high order volume.


What are the shipping options?
Standard domestic shipping is £2.9.

 

Do you offer international shipping?
Yep, the rate for international shipping is £12-£65.

 

Do you cover duties/tax for international shipments?
All international orders are subject to duties and taxes billed by the destination country’s customs department. The recipient must bear any additional charges for customs clearance.

 

Do you cover lost or stolen packages?
We are not responsible for packages that are lost or damaged in transit. In the event your package goes missing, please notify us immediately at hi@loutre.co so that we can help file a claim with the shipping carrier.

 

What is your return policy for domestic shipments?
Unworn and unused merchandise accompanied by the original purchase receipt can be exchanged for store credit within 14 days of delivery.

 

How do I process a return?
In the event you need to process a return, please email hi@loutre.co.

 

How can I track my order?
Once your order has been placed, we will send a confirmation email immediately and follow up with a shipping notification and tracking number. Please note that all shipping labels take a moment to update.

 

How do I create an account?
You may register for an account directly from our home page.

 

What is the benefit of having an account and can I shop without one?
You are always welcome to shop our site without creating an account. However, setting up an account with us will allow you to review your orders and view past purchases. Additionally, we will notify you when new pieces are uploaded to the e-shop.

 

Do you have a store location?
Not yet but working on something very exciting! - coming soon.