Frequently Asked Questions

How can I be sure that my order was received?

Once you have completed your transaction, an order confirmation email will be sent to the email you provided. If you haven't received an order confirmation email, please Contact our customer service. We always recommend you check the status of your order by visiting Order Tracking.

Can I change or cancel my order if it has not been dispatched?

Once the order is confirmed, it is almost impossible to make any amendments or cancellations. We try to have a very fast processing procedure to fulfill our delivery times. As per your right of withdrawal, you may return the items back to our warehouse. For more information, please see our Return Policy.

How do I enter a promo code for an online purchase?

When you're ready to purchase, proceed to the cart (or click the Check Out button in the top right corner of the website). In the promocode section at the checkout, enter your promotion code exactly as it appears. Be sure to avoid extra spaces before or after the promotion code, which sometimes happens if you copy and paste it from an email or other electronic communication. Click on 'Apply' and you will see a message that your promotion code has been entered.

Do you accept phone orders?

Sorry, at this time, we are unable to process orders by phone.

What type of emails will I receive about my order?

After you have placed your order, you will receive the following E-mail messages: Order confirmation: Thank you for your order from LOULOU & MALGOCIO. Once your package ships we will send you a tracking number. You can check the status of your order by logging into your account. If you have questions about your order, you can email us at Shipping confirmation: This is sent once your order has been dispatched from our warehouse. Your will receive a tracking number(s) that will enable you to follow your order from our warehouse to your destination. The tracking information may take up to 24 hours to be updated in the carrier's system. Alternatively, you can always track your item by visiting our delivery partner website. Order return and refund: Once we've received your returned order at our warehouse, we'll perform any necessary inspections. You will receive an email to confirm whether your return matches all requirements, at that point we'll issue a refund for the item(s).

Why has my order been cancelled?

Your order may have been cancelled due to issues related to your credit card. We kindly ask you to contact your bank for further details. You may also contact our Customer Service.

Can I add an item after I have placed my order?

Once the order is confirmed, it is almost impossible to make any amendments or cancellations. We try to have a very fast processing procedure to fulfil our delivery times. If you'd like to order an additional item(s), you should place a new order online.

When is my card charged?

Your credit or debit card will be debited for the total value of your Order at the time we dispatch it. We will not accept your Order, neither will we supply the Goods to you until your credit or debit card issuer has authorized the use of your card for payment of the Goods ordered.

Why has my card been declined?

Your card may have been declined for one of the following reasons: Your card may have expired. Check that your card is still valid. You may have reached your credit limit. Contact your credit card provider to check that you have not exceeded your authorised purchase limit. You may have entered some information incorrectly. Check that you have filled in all the required fields correctly. If none of these reason apply to you, we're happy to assist you. Please contact our customer service team.

What payment types does LOULOU & MALGOCIO Online Store accept?

We accept American Express, Maestro, MasterCard, MasterCard Debit, PayPal, Visa, Visa Electron and Visa Debit, Amazon Pay, Klarna, Clearpay, Laybuy

Is it safe to shop on LOULOU & MALGOCIO online shop?

Yes. You can shop with total peace of mind as we make every effort to ensure the security of your purchases and personal details.

Does LOULOU & MALGOCIO process my payment details?

We strive to make our Website secure and to prevent fraud. All credit and debit card transactions on this Website are processed by “Paypal (UK) Limited and its group companies”, a secure online gateway that is responsible for holding and handling of the information relating to your payment details in a secure environment.

How many days will it take to receive my order?

We make the best effort to process orders within one working day. Deliveries will be made during normal business hours, Monday through Friday, excluding weekends and bank holidays. Orders placed on or before 10.59 am will be dispatched the same day, while orders placed after this time will be dispatched the following working day. Delivery times are estimated from the moment the orders are dispatched. Free Delivery Over Up to 5 days UK Economy 3 to 5 Working Days UK Next Day Within 24 hours UK Express By 12pm Next Day. During sale periods, orders may take longer to process. Payment autorization can delay the dispatch time up to 7 days. Please refer to our Delivery page for more information.

Which countries do you deliver to?

Goods can be shipped to the following countries: Austria, Belgium, Denmark, Finland, France, Germany, Italy, Luxemburg, Netherlands, Republic of Ireland, Spain, Sweden and United Kingdom. United State of America. please contact our customer care for more information.

Which carrier services do you use?

Standard: Royal Mail Express: DPD and Hermes

Where do you dispatch from?

All goods are dispatched from our warehouse based in Greater Manchester, UK.

How are delivery charges determined?

Delivery charges apply to your order based on the delivery method you choose. Delivery charges are inclusive of VAT and include all costs related to the shipping of your order to the requested address. For more information, including costs, please visit our Delivery page.

Can orders be shipped to an address different from the billing address?

Yes, orders can be shipped to an address which is different from the billing address. After you enter your shipping address during checkout, you’ll have the option to enter a different billing address.

Can I change the shipping address once I have placed my order?

We make our best effort to process orders within one working day and therefore, we are unable to change the delivery address once you have placed your order. If you have any questions, please Contact Us.

How can I track my order?

Visit our Delivery page and enter your Order ID and the email or Post code you used for your order or if you are a registered user you can go to your Order History under My Account. It can take the carrier between 24-48 hours to update the tracking information in their system after you have received the shipping confirmation email. If you click on your tracking number and there is no information available, please check back later.

How can I receive the latest LOULOU & MALGOCIO news and product offers?

To receive the latest LOULOU & MALGOCIO news and events, subscribe to our Newsletter

Can I unsubscribe from LOULOU & MALGOCIO Newsletter?

To unsubscribe from the Newsletter, open the last newsletter email you've received and scroll down to the link "Unsubscribe" at the bottom. After clicking this link you will be redirected to another page asking you if you want to proceed with the unsubscription to our newsletter service. Click on confirm and you will no longer receive our newsletter. If you are a registered user, you may unsubscribe by going to 'My Account' and clicking on Newsletter Subscription. Unselect the 'Subscribe' button and save.

I keep experiencing problems viewing LOULOU & MALGOCIO online shop, what can I do?

If you are having problems viewing LOULOU & MALGOCIO online shop, you could try deleting your old cookies and the temporary internet files. To delete your cookies, go to Internet Options under Tools and click on delete cookies. After deleting old cookies, please ensure that your cookies are enabled. We support the following browsers: Mozilla Firefox, Google Chrome, Safari and Internet Explorer.

Which internet browsers are supported by LOULOU & MALGOCIO?

LOULOU & MALGOCIO website is optimised for viewing in Microsoft Internet Explorer 8 or above, Mozilla Firefox 19.0 or above, Google Chrome 26.0 and Safari 5 or above.

What if I can’t find the answer to my question here?

If you cannot find the answer to your question here, we recommend you Contact our online customer service team. Please let the service representative know the details of your order if applicable.

Will items which are listed as out of stock eventually come back in stock?

Once an item is listed as out of stock we cannot guarantee that we will receive more stock on the particular item. Please check back from time to time to check availability.

What should I do if the product arrived damaged or defective?

If you have received a damaged or defective product, we recommend you contact our customer service by clicking Here.

Do you offer all products produced by LOULOU & MALGOCIO?

Due to the size and scope of our product range, it is impossible for us to carry every product that the company produces. Each of our authorised supplier has a range of products that represent a selection of our whole collection, according to what is best suited to local demand. It is possible that one supplier doesn't have a certain product in stock, which another may have. you may contact our online shop customer service team and we'll do our absolute best to find a similar product for you.

Where can I find the name or item number of my product?

you should be able to find the name or number of the product on your recent order under My Account or check your invoice.

Does the product image always match the item delivered?

Yes, although slight differences in product trims/finishes may occasionally occur. The photos on the website are taken from samples and sometimes there are small detail changes of the item, such as the colour of the logo or the zipper. Additionally, colours can vary depending on your viewing device.

How can I tell if a product is genuine?

We work tirelessly against all sources of potential counterfeits but we cannot completely prevent the selling of non genuine products. We recommend that you to purchase your LOULOU & MALGOCIO items from our own online store.

How do I know what size to choose?

Please view our Size Charts page.

Do all the shoes have the same fit?

Fits vary slightly for different activities such as Wedding, Casual or Sandals. Please order your normal size unless indicated that the fit is not true to size.

What size shoes should I order?

It's important to select the right shoe size to ensure a comfortable and correct fit. You should order your normal size unless indicated that the fit is not true to size. Please see our footwear Sizing Chart to help aid you in selecting your correct size.

How do I know whether LOULOU & MALGOCIO garment may cause an allergic reaction?

Allergic reactions vary from person to person. It can be difficult to establish a cause and effect relationship between the presence of any particular chemical in a product and an allergic reaction, given other environmental factors. In the interest of your health, we cannot recommend a particular item to a customer who already has allergic reactions to chemical products.

Can I buy eGift Cards in the Online Store?

We currently do not offer the possibility to buy eGift cards.

Do you offer gift boxes?

We currently do not offer gift boxes or gift wrap.

What if I forgot my account password?

If you have forgotten your account password, please follow the LOG IN procedure and then click on the "Forgot your password" You will receive an email to the registered email address with the password reset link. Click the link and reset the password. You will now be able to login with your new password.

How to create a secure password?

For your safety, we require passwords to contain: at least eight (8) characters at least one (1) numerical character (e.g. 5) at least 1 uppercase letter (e.g. N) at least one (1) lowercase letter (e.g. t) We recommend that you construct your password using the guidelines below. Following these guidelines makes it difficult for someone to guess your password. Use different passwords for different accounts. If someone does obtain your password for one account, this will prevent them from accessing your other accounts Passwords should not be based on a user’s well-known or easily accessible personal information or that of his or her friends, family members, pets, etc. Personal information also includes logon I.D., name, birthday, address, phone number, social security number, or any permutations thereof. Passwords should not be words that can be found in a standard dictionary (English or foreign) or are publicly known slang or jargon Passwords should not be based on fictional characters from books, films, and so on

How do I register?

You can register by clicking on the link at the top right of the screen.

How do I log in to LOULOU & MALGOCIO Online Store?

If you are a registered user, click on the 'LOG IN' link located on the top right of the screen and enter your email address and password. If you are not a registered user, click on the 'LOG IN' link on the top of the screen and Create An Account by following the instructions provided.

Do I need to register to purchase from LOULOU & MALGOCIO online shop?

Registration is not required. You can always place an order at LOULOU & MALGOCIO online store as a guest. If you plan to make regular purchases through our site, we recommend that you register. This will save you time when re-ordering at LOULOU & MALGOCIO online store. Our registration process is fast and free.

Why should I become a registered user?

You will not be required to re-enter your shipping or billing addresses every time you order online. Whenever you place an order, it will be delivered to the registered address on file, unless you direct us otherwise. You can browse, shop and, if necessary, complete your order at a later time. We'll keep track of the items you've already put in your shopping bag so that when you come back later, you will not have to re-select the items again. Please note that placing items to your shopping bag for purchase at a later time does not guarantee item availability.

How do I change my password?

Log-In to LOULOU & MALGOCIO Online Store, and click on the "My Account" or Login link located at the top of the screen. Once you're in the 'My Account' section, you will be able to change your password.

How do I update my account information, including changes to my home/email address?

Log In to LOULOU & MALGOCIO Online Store, and click on the ''My Account'' link or login. Once you are in the "My Account" section, you will be able to update your billing and shipping information.

What is your return policy?

We allow you to return your items within 14 days from the receipt of your goods. Returns must be unworn, in the state you received them and in the original packaging. For more information, please read our Return Policy.

What should I do if the refund amount is incorrect?

Contact customer and we will resolve the matter as quickly as possible.

What is your exchange policy?

We currently do not have the ability to easily exchange products. If you are interested in a different size or colour, you will need to return the item(s) and place a new order. Your return will be refunded once it has been received and processed at our warehouse.

Will you credit back my shipping costs if I return my order?

We will issue you with a refund for the amount of the returned item(s). Any delivery charges paid at the time of your Order is excluded from the refund (except for orders fully returned due to wrong, faulty or damaged items

When will I receive my refund?

Your refund will be processed as soon as the item(s) you have returned are inspected by our quality assurance team. Once the return has been approved, it can take up to 14 days for the refund to be made by LOULOU & MALGOCIO to your payment services provider (for example your credit card supplier). Please note: the time for a payment services provider to refund you can vary depending upon the provider. For further information please feel free to contact our online shop customer service

What should I do if I received the wrong product?

If you have received an incorrect product, we recommend you to contact one of our customer service representatives as soon as possible

What should I do if the product arrived damaged or defective?

If you have received a damaged or defective product, we recommend you contact our customer service

How Can I Return an Item using PayPal?

Items purchased using PayPal must be returned online to receive credit to a PayPal account.