FAQ

What is Francois Loustau?

Francois Loustau is an Ireland-based fashion brand built around well-made pieces you'll actually reach for. We keep things simple: a small, considered catalogue and a straightforward shopping experience.

Where do you ship to?

We currently ship to addresses within the Republic of Ireland only.

Do you ship internationally?

Not yet. We're focused on getting the experience right within Ireland first. If that changes, it'll be one of the first things we let customers know.

How much does shipping cost?

Delivery is free on every order, with no minimum spend required.

How long will my order take to arrive?

Orders are processed within 1–2 business days, and standard delivery takes a further 3–7 business days. In total, you can expect your order within 4–9 business days of purchase.

Is there a cut-off time for same-day processing?

Yes — orders placed before 3:00 PM GMT, Monday to Saturday, begin processing that day. Anything placed after that rolls over to the next working day.

How do I track my order?

Once your order ships, you'll receive a confirmation email with tracking details so you can follow it the rest of the way.

What's your returns policy?

You have 30 days from the day your order arrives to send it back — well beyond the legal minimum. Items should be unused, in their original condition, and returned with tags and original packaging.

Who pays for return shipping?

If your item arrived faulty, damaged, or incorrect, we cover the return shipping. For all other returns, the cost falls to you.

Can I exchange an item instead of returning it?

Yes — email us with your order number and what you'd like instead, and we'll arrange the swap once your original item is received.

How long do refunds take?

Once we've received and checked your return, your refund is processed within 7 business days. Your bank may take a little longer to show it in your account.

What payment methods do you accept?

We accept Visa, Mastercard, Maestro, American Express, Apple Pay, Google Pay, and Shop Pay, all processed securely through Shopify Payments.

What currency are your prices in?

All prices are displayed and charged in euro (€).

Is my payment information secure?

Yes. Every transaction is processed through Shopify Payments, which is PCI DSS compliant, and we never see or store your full card details.

Can I change or cancel my order after placing it?

Get in touch as soon as possible at support@francoisloustau.com — if your order hasn't already been processed, we'll do what we can to change or cancel it.

What if my order arrives damaged or faulty?

Email us within 30 days of delivery with a couple of photos, and we'll arrange a replacement, exchange, or full refund, including return postage.

What if my order hasn't arrived?

Check the tracking link from your shipping confirmation email first. If more than 9 business days have passed since you ordered and it still hasn't shown up, email support@francoisloustau.com and we'll look into it right away.

How can I get in touch with you?

Email support@francoisloustau.com — our customer service hours are Monday to Friday, 8:00–17:00, and Saturday and Sunday, 9:00–16:00, with an average response time of 12 hours.