Shipping & Returns

1.1 Lou Handicrafts does not offer in-house delivery services. Customers may:
• Arrange their own shipping using their preferred logistics company
OR
• Request a shipping quote from our team based on destination, order weight, and delivery type. We will connect the customer with one of our trusted third-party logistics partners.
1.2 All shipping costs are borne by the customer and calculated after the order is confirmed. Charges vary based on order size, weight, delivery location, and accessibility.
1.3 Lou Handicrafts holds no responsibility for transport delays, customs issues, damages, or loss of goods during shipping.
Ownership of the products transfers to the customer once the goods leave our warehouse.

2.1 Delivery is curbside only. This means no unloading, unpacking, movement to upper floors, or installation is included.
2.2 If the delivery address has special access limitations (such as gated communities, remote areas, ferry routes, etc.), the customer must inform us in advance. Additional fees may apply based on access difficulty.
2.3 We may provide an estimated delivery window, but exact time slots cannot be guaranteed.

3.1 All products are packaged securely in durable cardboard boxes suitable for handling and transport.
3.2 Packaging method may vary depending on the tile size and quantity. Additional packaging services or export-related documentation (if needed) may incur extra charges.

4.1 Customers are required to inspect the shipment immediately upon delivery. Any visible damage or missing items must be reported to Lou Handicrafts customer service within 48 hours, along with clear photo documentation.
4.2 Claims submitted after 48 hours of delivery may be rejected, especially for shipments arranged by the customer.
Return & Cancellation Policy
1. General Policy
1.1 All Lou Handicrafts products are entirely handmade and made-to-order. Once an order is confirmed and paid, it cannot be cancelled or returned.

1.1 All Lou Handicrafts products are entirely handmade and made-to-order. Once an order is confirmed and paid, it cannot be cancelled or returned.

2.1 Once payment is completed and the order is confirmed, cancellation is not allowed, as the production process begins immediately.
2.2 Lou Handicrafts holds no obligation to accept any cancellation request unless otherwise agreed in writing. If a cancellation is exceptionally approved, a processing fee or penalty may be deducted from the refund amount.

3.1 Lou Handicrafts acts solely as the supplier of the product and holds no responsibility for how the tiles are installed, used, or maintained.
3.2 The following situations are entirely outside of our responsibility and are not eligible for returns or compensation:
• Incorrect installation, adhesives, or grouting
• Cutting or trimming errors made by the contractor
• Usage in unsuitable environments (e.g., extreme heat, high moisture, improper cleaning chemicals)
• Damage caused by mishandling, scratching, breakage, or structural shifting during transport or installation

4.1 If the product received differs from the final invoice in terms of model or quantity, the customer must notify us within 48 hours of delivery, providing written notice and clear photo documentation.
4.2 If Lou Handicrafts confirms a legitimate discrepancy, one of the following solutions may be offered:
• Replacement of the incorrect item
• Completion of the missing quantity
• Partial refund or credit toward a future order
📌 Important Note:
All Lou Handicrafts products are completely handmade. Minor variations in color tone, texture, size, and finish are normal and an intentional part of the artisanal charm of the tiles. These natural characteristics are not considered defects and do not qualify for return or refund.