Frequently Asked Questions

Consult the most frequently asked questions here, if you still need help, contact us by email at hello@louvini.com

GENERAL

SAMSUNG

Just go to Settings> "About phone". You can see the Samsung name and model number there.

I-PHONES

1. Open the "Settings" application

2. At the top, you will see your Apple ID / iCloud ID profile picture and your name. Tap on it.

3. Scroll down until you see your devices. The first device should be your iPhone; you will see the name and model of your device.

It depends on the phone case model:

CHARLIE CASE (TRANSPARENT):

iPhone : 6, 6 Plus, 7/8, 7/8 Plus, X / XS, XR, XS Max, 11, 11 pro, 11 pro Max, 12 Mini, 12, 12 Pro, 12 Pro Max, 13 Mini, 13, 13 Pro, 13 Pro Max

Samsung : S8, S9, S10, S10E, S10Plus, S20, S20 +, S20 Ultra, S20FE, S21, S21 +, S21 Ultra, S21FE, Note20, Note 20Ultra, A51, A52, A72

Huawei: P30, 30Pro, P40, P40Pro, Mate30, Mate30Pro, Mate40, Mate 40PRo, P30Lite, P Smart

LOU CASE (LEATHER)

iPhone: 7/8, X / XS, XR, XS Max, 11, 11 pro, 11 pro Max, 12, 12 pro, 12 pro max, 13, 13 Pro, 13 Pro Max

PETIT LOU CASE (LEATHER): IPhone 12 Mini, 13 Mini

OSCAR (LEATHER): 7/8, X/XS, XR, XS Max, 11, 11 pro, 11 pro Max, 12, 12 pro, 12 pro max, 13, 13 Pro, 13 Pro Max

YVES (SEMI-LEATHER): 7/8, 7/8 Plus, X/XS, XR, XS Max, 11, 11 pro, 11 pro Max, 12, 12 pro, 12 pro max, 13, 13 Pro Max

Yes, you can purchase gift cards which can be sent by mail or electronically.

PRODUCTS

No, it depends on the model.

The transparent CHARLIE case is available for iPhone, Samsung and Huawei mobile phones.

Leather cases (LOU, PETIT LOU and OSCAR model) are only available for iPhones.

Currently, we do not plan to release leather cases for Samsung, Huawei, Google and other brands of smartphones. However, send us an email and we will register your request.

No. Louvini is a case that you put directly on the phone.

We recommend that you clean your transparent cover (Charlie model) with a dry cotton cloth. Leather cases can be wiped thoroughly with a slightly damp sponge.

Do not hesitate to subscribe for a notification of back in stock on the product page. Simply select the "Create Alert" button on the product page.

ORDERS

No. You can still create an order as a guest.

Order notifications are usually sent immediately after the order is finalised. Shipping notifications may take longer as they are sent after the package has left our warehouse.

If you haven't received your notifications on time, send us an email at hello@louvini.com so that we can help you find your order.

If you need to change or cancel your order, send us an email to hello@louvini.com as soon as possible. We will try to modify or cancel your order. If it is too late to cancel or modify your order, please follow the return procedure.

Sorry for this mistake. Please send us an email to hello@louvini.com. We will send you a return label so that you can return the product received to us free of charge. We will then send you the ordered product.

Sorry for this mistake. Please contact us by email at hello@louvini.com. We will send you the missing item as soon as possible.

Yes! All of our products can be purchased individually.

PAYMENTS

  • VISA
  • MasterCard
  • American Express
  • Apple Pay
  • PayPal
  • Mollie (for Belgium)
  • Payment by phone - Louvini customer service number 
  • Payment by bank transfer is also possible. The order will be shipped once we receive the payment. Please contact us at hello@louvini.com to pay for an order by bank transfer. We will guide you through the procedure.

SHIPPING

We ship worldwide.

Shipping rates depend on your destination and the weight of the order. They will be displayed at checkout and are exclusive of customs fees and taxes *. 

The following shipping costs currently apply:

Europe (including Switzerland and United Kingdom): between 0 - 15 EUR

Overseas: between 5,90 - 19 EUR

USA / Canada & Australia: between 19 - 29 EUR

Rest of the world: EUR 39

Orders in France are generally shipped by Colissimo, Chronopost, UPS, FedEx, DHL, Mondial Relay or Relais Colis depending on the customer's choice.

European orders are generally shipped by La Poste, Colissimo or Chronopost.  

International orders are usually shipped by DHL, UPS, FedEx, TNT or Chronopost.

All orders are shipped by registered mail with tracking.

*Customs charges and taxes must be paid by the customer for international deliveries outside the European Union. The carrier will contact you directly.

For all international deliveries outside the European Union, additional customs fees may be charged.

For deliveries within Europe, there are usually no additional customs charges, with the exception of the following countries:

  • Norway
  • Russia
  • San Marino
  • UK

RETURNS & EXCHANGES

Please write to us at hello@louvini.com.

In most cases, a photo of your product and your order number will allow us to help you more quickly.

If you wish to exchange an item in your order for the same product (in a different size or colour, the price remaining the same), please follow the steps below:

1) Contact us at hello@louvini.com with an exchange request, indicating your order number and your name.

2) Once our response has been received, please return the product you wish to exchange to us at your expense to :

Louvini Returns

7 Rue Louis David

75116 Paris - France

France 

We recommend that you return the item by Colissimo to benefit from a follow-up. We do not exchange lost products.

3) We will send the replacement product to you as soon as we receive your product in our warehouse. Please note that the product you wish to exchange must be in unused condition and in its original packaging.

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If you wish to exchange a product for another product with a different price, please follow the return procedure classic.

Sometimes refunds can take up to three days to be processed by your bank. Refunds via Paypal can take up to 14 days.

We only send a return label if we made a mistake or sent the wrong product or if the product is defective and needs to be repaired or replaced. In this case, please send us an email to hello@louvini.com.