Frequently Asked Questions

Email support:
Monday – Friday


Where can I buy Loua?

At the moment, you can only buy Loua on our webshop.

Do you offer any discounts?

All discounts and promotions are announced via our social media or newsletter. You can follow us on Instagram or subscribe to our newsletter to stay up-to-date about discounts and promotions.

How do I use my gift card?

You can redeem your gift card code in the discount box on the shopping cart page.

Do I have to spend my gift card amount in one go?

You can only use your gift card code once. Didn’t spend the full amount? Send an email to with your order number and we’ll make sure you get a new code for the remaining amount.

Orders & returns

Which countries do you ship to?

We ship to all countries within the EU.

Why don’t you ship to countries outside of the EU?

Due to high shipping costs for countries worldwide we currently only ship to countries within the EU. We are working on it and hope to expand our shipping reach in the near future.

I made a mistake in my address, what do I do?

Please send an email as soon as possible to If your order hasn’t already been processed we’ll be able to make changes.

How long will it take to receive my order?

Delivery times vary by country. More information about delivery times can be found here.

Can I check the status of my order?

We’ll keep you updated via email and send you the tracking number as soon as we ship your order.

I think my package is lost, what do I do now?

Please send an email to with your order number and we can look further into it.

Can I return my order?

Yes, that’s possible. You can read more about our return process here.


Does your jewelry stay beautiful?

As long as you treat our jewelry with kindness, it stays beautiful. Read more about taking care of your jewelry here.

What is your warranty period?

All our items are covered by our 3 months warranty policy. Within this time we offer free replacement for any obvious manufacturing or material defects. We do not cover loss, wear and tear, or damage from improper use.


How can I get in contact with your customer service?

You can send an email to For order-related questions, please include your order number. Our customer service is available from Monday till Friday. On these days you can expect a response within 24 hours.