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Terms of service

TERMS & CONDITIONS

VISITING THE EMPIRE / TICKETING

  • To visit the P.Louise Empire, a ticketing system is in place. Tickets can be purchased here.
  • Walk-ins are allowed but may face queues of up to 3 hours. We recommend booking in advance to avoid disappointment.
  • Each ticket grants 90 minutes of access inside the empire. Please arrive 20 minutes before your slot. Late arrivals will not have their time extended.
  • Pinkmas ticket holders must also purchase entry tickets due to crowd control measures. A shopping experience is available outside for Pinkmas attendees.
  • Parking is limited. If the onsite lot is full, alternative parking outside the business park is available.

TIKTOK

  • All TikTok-related inquiries must be directed via the Chat button on TikTok, as per TikTok’s guidelines.
  • TikTok-issued discounts are controlled by TikTok, not P.Louise. We cannot alter or issue coupons for TikTok orders.

MYSTERY BUNDLES

  • Mystery Bundles are pre-packed, and customization requests (e.g., “No green”) cannot be accommodated.
  • Duplicate items are possible if multiple boxes are ordered on the same day.
  • The value of mystery box contents is based on full price, not sale price or TikTok discounts.

PROMOTIONAL GIFTS

  • Free promotional items are subject to availability and limited to one per household. Offers are subject to change without prior notice.

PRE-ORDER PRODUCTS

  • Pre-order items will ship once all items in your order are in stock.
  • Estimated availability dates are subject to change. Updates will be communicated via email.

RESPONSE TIME

Due to high demand during sale periods, please allow up to 72 hours for a response. Sending multiple emails may delay resolution.

PACKING ERRORS

  • Retain all packaging if you suspect a packing error.
  • Submit photos of all items received and the outer packaging to expedite resolution.

RETURNS & EXCHANGES

  • Sale and discounted items are non-returnable and non-exchangeable.

INTERNATIONAL ORDERS

  • Delivery for international orders may take up to 30 days. Customs fees, if applicable, are the responsibility of the buyer.

COMPLAINTS PROCEDURE

  • Complaints must be submitted via email and may take up to 28 days to resolve. Public posts on social media during this period may result in rejection of the complaint.

DISCOUNT CODES

  • Discount codes such as WELCOME15 are only available on full priced items only. Excludes sale items, bundles and new collections.

For more details or inquiries, contact our customer service team at help@plouise.co.uk.
By placing an order, you agree to these terms and conditions. We reserve the right to modify them at any time without prior notice.