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Buying

How does item sizing work?
If an item's size tag says 6M-12M, for example, we display its size as '6M, 12M'. For shoes, we display the shoe size (e.g. EU21) and an approximate age (e.g. 6M) for convenience. However, please note that the conversion from shoe size to age is only an approximation.
Can I cancel, update, or edit my order?
Sorry, we do not accept cancellations or changes to an order once it has been made.
I received a wrong or damaged item / One of my items is missing. What should I do?
Oh no! Please contact us with your order number and a description of the problem, and we’ll get back to you.
I never received my order. What should I do?
Oh no! Please get in touch contact us with your order number, and we’ll get back to you.
Do you ship internationally and what are the shipping charges like?
A: Yes we do! All international orders will be shipped from Singapore and will take approximately 7-28 working days from the date of order to reach you. Refer to our Shipping & Returns page for more details.
How do I track my order?
You will receive an email notification with a tracking number when your item has been shipped.

Returns

I’ve received my order but I’ve changed my mind. Can I return it?
We’ve been there. We accept returns in their original condition, with all tags and labels attached, within 7 working days from you receiving the item. Returns are to be made at your expense and we cannot take responsibility for items that are lost, damaged, or delayed in transit.

If you wish to return an item, please complete a returns form and mail the item with your order number clearly stated on your parcel to the following address:


PreLouLou
15 Shaw Road #02-02
Singapore 367953

Provided we receive the item within the 7-working day timeframe, we will refund you the cost of the item (excluding the original shipping cost) within 30 working days of receipt of the returned item. The refund will be issued to the card or PayNow account used to purchase the item.

Please note that all marked down items, swimwear, and accessories cannot be returned or refunded.

Selling

What brands, items, and condition of goods do you accept?
We accept 0-12 year old children’s clothing, accessories, swimwear, and sleepwear from this brand list. Items must have their original brand and care labels attached, be freshly laundered, and free of stains, tears, fading, and pilling.
How can I send in my items?
You can arrange a free pick-up service within Singapore if you have 8 or more items by filling out a seller's form. You can also drop off any number of items at PreLouLou 15 Shaw Road #02-02 Singapore 367953 on weekdays 9am-5pm, or mail them to the same address.
Do I have to submit my own photos and product descriptions?
Nope! We are not a conventional marketplace. We take the photos, write the product descriptions, and market your items for you, so you don’t have to lift a finger.
When will I know if my items have been accepted by PreLouLou? What happens if my item is not accepted?
We will contact you within 14 business days after receiving your items to inform you if any items have been unaccepted. For unaccepted items, you can either choose to have us donate them to an organisation of our choice on your behalf or return them to you at a mailing cost of $8 (for items with a total weight of 5kg or less).

To minimise the risk of an item being rejected, we recommend that you check your items against our brand list and ensure that they are freshly laundered and free of stains, pilling, tears, and fading before we pick them up.
If my item is accepted, when will it be listed?
It will be listed on the site within 14 working days of us receiving it.
How does PreLouLou price the items or marked down items?
We consider criteria such as their original retail price, condition, brand, and demand. For example, a Ralph Lauren dress would be marketed at around $30-60.

Prices are set at PreLouLou's discretion and may be revised at any time to increase the chances of your items selling.
Does PreLouLou ensure the authenticity of the items?
We are not able to completely guarantee the authenticity of the items. But we do our utmost best to ensure that we detect any counterfeits prior to listing them on our site.
Why do I only get 55% of the selling price if my item is sold?
The rest of it goes into providing you with the best service at PreLouLou, including professional photo-taking and marketing of your items.
When and how will I be paid after my item is sold?
You will be paid within 28 working days of your item being shipped (provided the item is not returned by the buyer) to your bank or PayNow account. We typically consolidate seller payouts at the end of each month.
What happens if the item I sold is returned?
We will consider it unsold and relist it.
How long will my item be listed for? What happens if my item is not sold after a period of time?
Your item will be listed for a period of 1 year. If your item is not sold after 6 months, as a general rule, we will mark down its price so that it can more easily find a new home. If it still does not sell after a further 6 months, we will delist it from our site and donate it to a charity of our choice. If you prefer that we return it to you at your expense rather than donate it, please get in touch within the 12 month marketing period to request we do so.
Can I get my accepted items back before they are listed or while they are listed?
If you would like us to return an accepted item to you before the 1 year period is up, please get in touch! However, please understand that we will charge an admin fee of $15/item plus shipping to cover the cost that we had incurred processing your item.
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