FAQ

Got a question? We've got the answers!

Still looking for answers? Contact us!

Ordering & Account

You can place an order with Loulou Lollipop online through our website or by phone at 1-833-4LOULOU. If you have any issues placing your order, you can also reach us via live chat, email, or our contact form.

Yes!  You will have the option in your basket, prior to checkout.  Simply click “This is a gift” and add your text in the box.  We will also ensure no prices listed on the packing slip of your order.

While we encourage all customers to create an online account when ordering to take advantage of tracking orders and purchase history all in one place, you can always place an order as a “guest”.  Simply select “Checkout as Guest” when checking out to complete your order without creating an account.

No worries!  You can easily reset your password by selecting “Forgot my Password” on the “Sign In” page.  Enter your email address and we’ll sent you a link to reset your password shortly after.

Yes!  You can find your order history by logging into you Loulou Lollipop account and viewing “Order History”.

We accept Visa, Mastercard, American Express, Discover, PayPal, Google Pay, and Loulou Lollipop gift cards as payment.  We do not accept checks or cash for online or phone orders.

Occasionally we’ll send customers a special coupon to be used online.  These codes may come in an email directly or be shared on our Instagram page.  To redeem these codes, enter them in the “Gift card or discount code” box at the checkout page and click “Apply”.  Promo codes cannot be applied to previous purchases nor can we issue a price adjustment on purchases placed before the promotional period.



Shipping Policy

All Canada orders over $100 ship for free! Shipping within BC is $12 for orders under $100, and $18 for the rest of Canada. If you need expedited shipping, the shipping fee will be calculated at checkout.

When shipping within the Canada, your order will arrive 5-10 business days after the order was placed. If located in BC, local pickup is an option that can be selected at checkout.

Yes, we do!  International orders are shipped with tracking via DHL and cost is calculated at checkout, based on weight and destination country.

Items shipped internationally are subject to import custom duties and taxes. The recipient of the shipment is the importer of record and must comply with all applicable laws and regulations. The customer is responsible for paying all taxes and duties, should they occur.



Returns & Exchanges

We hope you love your items, but we understand that things don’t always work out.  We are happy to accept returns for items purchased on louloulollipop.com within 30 days from the date of purchase.  Items must be in unworn, unwashed, and unused condition with all original tags and packaging intact to be eligible for a refund.

Items marked “final sale” are not eligible for return or exchange.

All international shipments are considered final sale and are not eligible for return or exchange.

Simply visit our Returns Portal to get started.  Upon submitting your online return or exchange, you will be provided with a return shipping label.  A flat fee ($12 in BC / $18 rest of Canada) will be deducted from your refund, to cover the cost of return shipping. We cannot refund original shipping fees.  Once the items are received back at our warehouse and processed, you will receive a refund to your original payment method.  Please allow up to 14 days for your refund to be credited back to your account.

Unfortunately, we are not able to offer exchanges online. If you need a new size or colour, you may return your items and place a new order online.

Yes!  Visit our Returns Portal and choose “Start a Gift Return”.

Please include all original unwashed, unworn items with the original bundle or gift set tags and packaging. We are unable to process the return without all of the original items in the set or bundle.

If your order was incorrectly shipped or an item is damaged, please reach out to us within 7 days of delivery so we can help sort it out!

If you believe your item is faulty, or otherwise defective, we offer a 3-month warranty* from the date of purchase and would be happy to help you replace the item.  Contact us here and our customer support team will take care of you.  

*Warranty applies only to manufacturers defects and does not cover normal wear and tear or improper use.  Please follow the cleaning & care instructions located on the product packaging or care tag(s) to ensure the longevity of your items. Pacifier clips cannot be sterilized.



Product Use & Care

Loulou Lollipop strives to meet the highest standards for safety and durability.   We are fully hands-on throughout the product development process – materials, design, construction – and back this up with third-party testing to ensure every product meets US & Canadian safety standards.

Learn more about Loulou Lollipop’s commitment to safety here.

We care about people and the planet.  Our core materials – TENCEL™ Lyocell, Silicone, Muslin from Bamboo – were all chosen for their earth-friendly properties.  Further, we work with trusted manufacturing partners that are BSCI certified, ensuring fair wages, safe work conditions, and absolutely no forced or child labor ever.

Find out more about our sustainability journey here.

Safety is the most important thing to us here at Loulou Lollipop.  All teethers are third-party tested for ASTM & CSPIA safety compliance.  All accessories are non-toxic and free of BPA, PVC, phthalates, lead, and cadmium. 

Read more about our commitment to safety here.

We use our signature soft & sustainable TENCEL™ & organic cotton jersey blend for all apparel items, including baby and kid’s sleepers & pajamas, as well as our 2.5 TOG sleep bags.  TENCEL™ Lyocell has superior thermal regulating properties providing ultimate comfort for babies with sensitive skin and eczema.

Our fabric is also OEKO-TEX Standard 100 certified – see all of our certifications here.

Our baby & kids clothes fit true to size, but all children are different. Our size charts are a great way to estimate the best size for your little one.

Size charts can be found on our product pages.

Being a mom is tough!  We try to ensure all of our products are made-to-last and easy to care for.  For product-specific details, please refer to the “care” section on the product page.

General Care:

Soft Goods – apparel and muslin items should be washed on gentle cycle, tumble dry low or air dry for best results

Tableware  – all silicone feeding items are dishwasher safe, silicone bibs and placemats should be placed on the top rack only

Teethers & Pacifier Clips – these items are naturally antimicrobial and should not be sterilized, we recommend simply washing with warm, soapy water!

*For any wooden items, please do not submerge in water – use a damp cloth and mild dish soap to clean.If your wooden accessories dull over time, you can rub on a 50/50 mixture of organic beeswax, and olive oil or coconut oil over the surface.  Simply wipe the mixture on the wooden accessory and let sit for a couple hours allowing it time to soak into the wood, wipe off any excess

We take pride in the quality of our products and offer a 3-month warranty from the purchase date in the event an item is found to be defective.  Our warranty applies only to manufacturers defects and does not cover normal wear and tear or improper use.  Please follow the cleaning and care instructions located on the product packaging or care tag(s) to ensure the longevity of your items. Pacifier clips cannot be sterilized.

If you believe you’ve received a defective item, please contact us so we can help replace your item.