Help & FAQ
Where is FT LOUISA located?
FT LOUISA is based in Australia. All orders are dispatched from Australia.
What currency am I purchasing in?
All orders are charged in AUD.
Do you ship worldwide?
Yes, we do. FT LOUISA ships worldwide, excluding Algeria, Albania, China, Guatemala, Iran, Morocco, Nicaragua, North Korea, Oman, Serbia, Sudan, Syria, Tunisia, Ukraine and Yemen. For more information, please refer to our Shipping page here
Which payment methods do you accept?
We accept payment via Credit/Debit card and PayPal.
How long does shipping take once I’ve placed my order?
Shipping timeframes differ depending on your shipping address. You can see more information on our Shipping page here
Can I make changes to my order once I’ve placed it?
All changes must be requested within 1 hour of placing the order by emailing firstname.lastname@example.org with - URGENT - CHANGE REQUEST in the subject line. We will try our hardest to apply any changes to your order, including your address. If your order has already has already been dispatched, we will not be able to make changes to your order.
Was my order received?
All successfully placed orders with have a confirmation email sent to the email address that was registered during the checkout process. If this email hasn’t been received within 10 minutes of placing your order, please check your Junk folder before emailing email@example.com
It looks like my card was charged twice. Why?
What you may be seeing is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear and you will see one charge for the order you have placed. Please note that your bank may take up to 48 hours to clear the authorization. If you need help speeding up the process you can contact the issuing bank of your credit card.
Please only click the ‘Place Order’ button once during checkout to avoid duplicate orders being placed.
Does FT LOUISA cover the cost of return shipping?
All return shipping costs are covered by the customer.
The item I received is faulty, what do I do now?
Please email us immediately if a faulty item has been received - firstname.lastname@example.org. While we take great pride in our quality, are items are handmade and orders are processed by real people, not robots, which means that human error may occur. We will make this up to you!
I received an incorrect item/ order. What should I do?
We are so sorry about that. Our orders are picked and packed by real, living people, not robots or machines, so unfortunately mistakes may happen. If you have received an incorrect item or order, please contact us as soon as possible via email at email@example.com and ensure that you provide the subject as "URGENT" so that our customer care team can assist you with receiving the correct item or order immediately.
Do I have to pay Customs fees or import taxes?
International customers may be required to pay sales tax, duty and/or Customs charges. All Taxes and customs charges are the responsibility of the customer and are not included in the cost of the order or shipping charge. Taxes and customs charges differ depending on the country and state of the shipping address. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to you. FT LOUISA is not responsible for any additional taxes and customs charges that are requested during the shipment of your order.
If you have any questions or concerns regarding import taxes and customs duties, please contact our Customer Care team prior to placing your order.
How can I track my order?
As per our shipping policy, orders are processed Monday through Friday and are shipped within 24 hours of placement, excluding weekends and public holidays.
You will receive a confirmation email once your order has been shipped that contains your tracking information. If you have not received a shipping confirmation email, please check your Junk Mail or Spam folder, as it may have been received there.
Please also note that tracking information is sent via email the same day that your order has been shipped.
If you are still unable to locate any tracking information, please contact us at firstname.lastname@example.org
The tracking number for my parcel isn’t showing any tracking updates. Where is my order?
Tracking updates are only available for certain countries. Please allow ample time for your parcel to be processed through your national customs department before you can expect tracking updates to appear on your national postal service website.
Please contact your local post office for further details if tracking is not available online in your destination country.
Can I return my items?
Yes, we accept returns on all full priced items within our Returns Policy guidelines here