FAQ

Size advice

Which size fits my child best?

To find out which size fits your child best, we advise you to look at our size chart . If you hesitate between two sizes, we advise you to choose the largest size.

Order & Delivery

Do I need to create an account to place an order?

No, you are not required to create an account to place an order. Without an account, you cannot use the benefits such as viewing previous orders.

When will my order be shipped?

After placing your order, you will receive an order confirmation in your email. Within 1 to 3 business days we will ship the items you ordered. As soon as we have handed it over to the delivery person, you will receive a message about this with your track and trace link.

Please note that delivery of an order may take longer around special promotions or holidays.

What are the shipping costs?

Shipping costs are 4.95 EUR (NL, BE and DE). We ship in NL, BE and DE for free with an order value of 50 EUR or more. Are you placing an order from another country? Then you can find the shipping costs under ' delivery '.

I forgot to pick up my package, what now?

That can happen! When we have received your package back, we will refund the amount of your order to your account, after which you can place your order again. The shipping costs for uncollected packages are at your own expense.

My package has been lost, what now?

Unfortunately, sometimes packages get lost during transport. We recommend that you first contact the sender to see if they know more about where your package is.

Most packages arrive at their destination within two weeks.

If you have not received your order after two weeks, please contact us by sending an email to info@mrloutre.com .

What are the payment options?

You can pay in different ways. When checking out you can choose from:

  • Klarna
  • IDEAL
  • SOFORT
  • MasterCard
  • Visa
  • Apple Pay
  • Google Pay

We offer optimal security during payment by using Ayden/Shopify Payments. This means that all payments are processed via a secure (SSL) connection.

GIFT CARDS

Is it possible to buy a gift card at Mr. Loutre?

That is certainly possible. There are gift cards of € 15, € 25, € 50, € 75 and € 100. After ordering, you will receive the digital gift card in your mailbox within a few minutes. The recipient can redeem the gift card at the checkout in the webshop of Mr. Loutre.

How long is my gift card valid?

A gift card is valid indefinitely.

Where can I use my gift card?

The gift cards can be redeemed online at the checkout in the webshop of Mr. Loutre. It is not yet possible to redeem gift cards of Mr. Loutre at affiliated stores.

Can I exchange my gift card for cash?

A gift card cannot be returned or exchanged for cash.

How do I get my money back when payment was made with a gift card?

When you have made a purchase with a discount code/gift card you will receive a new code with the same amount. If there was an additional payment for the order, you will receive this amount back into your account.

Returns and exchanges

How can I return my product(s)?

You can return your item(s) within 14 calendar days after receiving your order.

The costs for a return are at your own expense.

Refund will be made within 14 days after receiving the returned package.

Can I exchange my product(s)?

We cannot offer exchanges. You can place a new order to receive a different size or color of a specific item.

Can I return a gift card?

No, a gift card cannot be returned or exchanged for cash.

How do I get my money back when payment was made with a gift card?

When you have made a purchase with a discount code/gift card you will receive a new code with the same amount. If there was an additional payment for the order, you will receive this amount back into your account.

Products

What is the best way to wash Mr. Loutre's clothes?

To keep the quality of your product beautiful, we recommend that you follow the instructions on the label in the clothing. In general, we recommend washing our clothing at a maximum of 30 degrees with a mild detergent and letting it dry naturally. The clothing is not suitable for the dryer. However, the clothing can be ironed with minimal heat.

Sustainability

What does Mr. Loutre do in the field of sustainability?

We have short lines with our partners who manage almost the entire process themselves. This makes the process transparent.

During this process we pay a lot of attention to people and the environment, the safety of our products and we continue to develop to keep our footprint as small as possible.

Read more about what we do in the field of sustainability .