Terms of service

These Terms and Conditions apply to the use of the website www.louene.com and to all purchases made through the Louène online store.

The website and online store are operated by:

Louène Eyewear B.V.

Gustav Mahlerlaan 397

1082 MK Amsterdam

The Netherlands

KVK: 42011656

Email: support@louene.com

Throughout these Terms and Conditions, the terms “we”, “us”, and “our” refer to Louène Eyewear B.V. The terms “you” and “your” refer to the customer, visitor, or user of our website.

By accessing our website, using our online store, or purchasing products from us, you agree to these Terms and Conditions. Please read them carefully before using our website or placing an order.

1. Use of the Website

You may use our website only for lawful purposes and in accordance with these Terms and Conditions.

You agree not to:

Use the website for any illegal, fraudulent, or unauthorised purpose;
Interfere with the security or proper operation of the website;
Attempt to gain unauthorised access to any part of the website, systems, or accounts;
Use automated tools, scraping, bots, or similar methods without our prior written consent;
Upload or transmit viruses, malware, or harmful code;
Use the website in a way that infringes the rights of Louène Eyewear B.V. or any third party.

We may suspend or restrict access to the website if we reasonably believe that these Terms and Conditions have been breached.

2. Account Registration

Certain features of the website may allow or require you to create an account.

You agree to provide accurate, current, and complete information when creating an account or placing an order. You are responsible for keeping your login details confidential and for all activity under your account.

If you believe your account has been used without authorisation, please contact us immediately at support@louene.com.

We may suspend or close an account if we reasonably believe that it has been used fraudulently, unlawfully, or in breach of these Terms and Conditions.

3. Products and Product Information

We make reasonable efforts to display our products, colours, images, descriptions, sizes, materials, prices, and availability as accurately as possible.

However, product images and colours may vary depending on your screen, device, lighting, and display settings. Minor differences in colour, finish, or appearance do not automatically mean that a product is defective.

All products are subject to availability. We reserve the right to change, discontinue, or limit the availability of products at any time.

4. Orders

Placing an order through our online store means that you make an offer to purchase the selected products.

After placing an order, you may receive an order confirmation by email. This confirms that we have received your order, but it does not mean that your order has been finally accepted.

We reserve the right to refuse, cancel, or limit an order where necessary, including in the following cases:

The product is unavailable;
There is an error in the price, product description, or availability;
Your payment cannot be processed;
Your order or account appears fraudulent or suspicious;
The shipping address is incomplete or incorrect;
We are unable to deliver to the provided address;
The order appears to be placed for unauthorised resale.

If we cancel an order after payment has been made, we will refund the amount paid using the original payment method, unless another method is required by law or agreed with you.

5. Prices and Payment

Prices are displayed in euro (€), unless another currency is shown at checkout.

Prices may include VAT or other applicable taxes depending on your location and the information shown at checkout.

Shipping costs, import duties, customs charges, and other additional costs may apply and will be shown at checkout where applicable. For orders outside the European Union, customs duties, import taxes, and local charges may be payable by you upon delivery.

We reserve the right to change prices at any time. Price changes do not affect orders that have already been accepted.

Payment must be made using one of the payment methods offered at checkout. Your order will only be processed after payment has been successfully authorised or received.

6. Shipping and Delivery

We ship orders to the countries and regions shown at checkout.

Shipping costs, estimated delivery times, and available shipping methods are shown during checkout or in our Shipping Policy.

Delivery times are estimates only and are not guaranteed. Delays may occur due to:

Carrier issues;
Customs;
Holidays;
Weather;
Incorrect address information;
High order volumes;
Circumstances outside our control.

You are responsible for providing accurate and complete shipping information. We are not responsible for delays, failed deliveries, or additional costs caused by incorrect or incomplete address details provided by you.

For more information, please see our Shipping Policy.

7. Returns and Right of Withdrawal

If you are a consumer located in the European Union, you have the legal right to withdraw from your online purchase within 14 days after receiving your order, without giving any reason.

To exercise your right of withdrawal, you must inform us within the 14-day withdrawal period by contacting us at support@louene.com. You may also use any withdrawal form made available by us, but this is not mandatory.

After notifying us that you wish to withdraw, you must return the product to us within 14 days.

Returned products must be:

Unused;
Undamaged;
Complete;
Returned with the original packaging, case, pouch, cleaning cloth, labels, and accessories, where reasonably possible.

You may inspect the product as you would normally be allowed to do in a physical store. If the product has been used or handled beyond what is necessary to establish its nature, characteristics, and functioning, we may reduce the refund to reflect any loss in value.

Unless stated otherwise or required by law, you are responsible for the cost of returning the product.

We will refund eligible amounts within 14 days after we have received the returned product or after you have provided proof that you have sent it back, whichever occurs first.

We may withhold the refund until we have received the product back or until you have provided proof of return shipment.

Refunds will be made using the original payment method, unless another method is agreed.

For more information, please see our Refund Policy.

8. Exchanges

Exchanges may be possible depending on product availability.

If you would like to exchange a product, please contact us at support@louene.com within 14 days after receiving your order.

In many cases, the fastest way to receive another product is to return the original product and place a new order.

9. Defective or Incorrect Products

Please inspect your order upon delivery.

If you receive a defective, damaged, or incorrect product, please contact us as soon as possible at support@louene.com.

Please include:

Your order number;
A description of the issue;
Clear photos of the product and packaging where relevant.

We will assess the issue and provide a suitable solution in accordance with applicable consumer law. This may include:

Repair;
Replacement;
Refund;
Another appropriate remedy.

10. Product Warranty and Statutory Rights

We may provide a voluntary commercial warranty for certain products. Unless stated otherwise, our products are warranted against defects in materials and workmanship for a period of 1 year from the date of purchase.

This voluntary warranty does not cover damage caused by:

Normal wear and tear;
Misuse or improper handling;
Accidents;
Neglect;
Exposure to extreme conditions;
Unauthorised repairs or modifications;
Failure to follow care instructions.

This voluntary warranty is in addition to, and does not limit, your mandatory legal rights under applicable consumer law. If a product is defective or does not conform to the sales contract, you may have statutory rights regardless of the voluntary warranty period.

To submit a warranty claim, please contact us at support@louene.com with your order number and proof of purchase.

11. Promotions, Discounts, and Gift Cards

Promotions, discounts, and discount codes may be subject to additional terms and conditions.

Unless stated otherwise, discount codes:

Cannot be combined;
Cannot be applied retroactively to previous orders;
May be limited to certain products, regions, or time periods.

We reserve the right to modify, suspend, or cancel promotions where necessary, including in cases of:

Abuse;
Fraud;
Technical errors;
Pricing mistakes.

12. Intellectual Property

All content on the website and online store, including text, images, product designs, logos, trademarks, trade names, graphics, videos, photographs, layout, and other materials, is owned by or licensed to Louène Eyewear B.V.

You may not copy, reproduce, distribute, modify, publish, display, sell, license, or otherwise use any part of our website, brand, content, or product materials without our prior written consent.

Nothing in these Terms and Conditions gives you any rights in our intellectual property.

13. User Content and Reviews

If you submit reviews, photos, feedback, comments, or other content to us or through our website, you confirm that the content is:

Accurate;
Lawful;
Not infringing the rights of any third party.

By submitting content, you grant Louène Eyewear B.V. a non-exclusive, worldwide, royalty-free right to use, reproduce, display, publish, and share that content for business, marketing, and promotional purposes, where permitted by law.

We may remove or refuse to publish content that we consider:

Unlawful;
Offensive;
Misleading;
Inappropriate;
In breach of these Terms and Conditions.

14. Privacy

We process personal data in accordance with our Privacy Policy.

By using our website or placing an order, you acknowledge that your personal data will be processed as described in our Privacy Policy.

15. Third-Party Services and Links

Our website may contain links to third-party websites or use third-party services, including:

Payment providers;
Shipping providers;
Analytics providers;
Marketing providers;
Customer support providers;
Other operational service providers.

We are not responsible for the content, policies, security, or practices of third-party websites or services. Your use of third-party services may be subject to their own terms and policies.

16. Website Availability and Errors

We do not guarantee that the website will always be available, uninterrupted, secure, or free from errors.

We may update, suspend, or discontinue parts of the website at any time.

Although we try to keep information accurate and up to date, errors may occur. We reserve the right to correct errors, inaccuracies, or omissions, including after an order has been placed, where permitted by law.

17. Limitation of Liability

Nothing in these Terms and Conditions excludes or limits liability where this is not permitted under applicable law.

To the maximum extent permitted by law, Louène Eyewear B.V. is not liable for indirect, incidental, special, consequential, or punitive damages arising from your use of the website or products purchased from us.

We remain responsible where required under mandatory consumer law, including for products that do not conform to the sales contract or for damage caused intentionally or by gross negligence.

18. Force Majeure

We are not responsible for any failure or delay in performing our obligations where this is caused by events outside our reasonable control.

Such events may include:

Natural disasters;
Extreme weather;
Strikes;
Labour disputes;
Transport disruptions;
Customs delays;
Pandemics;
Government measures;
War;
Terrorism;
Civil unrest;
Power failures;
Internet disruptions;
Supplier issues;
Carrier delays.

19. Governing Law and Disputes

These Terms and Conditions are governed by the laws of the Netherlands.

If you are a consumer residing in the European Union, you may also benefit from mandatory consumer protection laws in your country of residence.

Any disputes will be submitted to the competent court in the Netherlands, unless mandatory law provides that another court has jurisdiction.

20. Changes to These Terms and Conditions

We may update or modify these Terms and Conditions from time to time.

The latest version will always be available on our website. The version that applies to your order is the version in force at the time you placed the order.

Your continued use of the website after changes have been published means that you accept the updated Terms and Conditions.

21. Contact Details

For questions about these Terms and Conditions, your order, returns, warranty, or our products, please contact us at: