I’m just going to write exactly the same as other reviews I’ve now read on trustpilot! Unfortunately didn’t read reviews before ordering. Ordered 2 dresses on 14 jan received on 23rd. Extremely poor... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The worst retail experience of my life. I ordered 2 dresses for over $2700. One arrived late, the other not at all. No acknowledgement, no apology, no attempt to make it right whatsoever. Also, the dr... See more
Order a dress that still hasn’t arrived the website states 3-5 working days! I email the company prior to ordering to ask if they are based in the UK they said yes! I ordered & I received my track... See more
I really wish I’d read the reviews before buying from this company. It it clearly selling Temu/wish clothes at an extortionate price, and even put it down so it’s in the sale and that is their excuse... See more
Company details
About LOULOU
Written by the company
About LOULOU
Written by the company
LOULOU THE BRAND is an independent couture house from Bucharest, founded in 2012. We create made-to-order pieces for clients worldwide through our official website: loulouthebrand.com .
Founded in 2012, LOULOU grew from a Bucharest atelier that brought together master tailors, seamstresses, artists, and makers trained across fashion and fine arts.
Over the years, LOULOU designs have been worn by international celebrities, artists, and some of the most influential K-pop stars, and have been featured in publications including Vogue, Elle, and Marie Claire. Our pieces have also been sold through respected luxury retailers and marketplaces such as Farfetch, TSUM, and selected boutiques worldwide. Today, LOULOU serves clients across more than 36 countries.
Please note that we are not affiliated with any other company, website, or store using similar names, including “Louloubrand” or other variations. If your order number does not match our official order format, it may not have been placed with us. Our concierge team will always be happy to help verify this.
A made-to-order atelier
Every LOULOU piece is cut, sewn, and finished in Bucharest by a small team of artisans who work with us year-round.
We do not hold stock because we believe in creating consciously. Our made-to-order model allows us to reduce unnecessary waste and produce each piece with intention, only when it is requested by a client. This is why production usually takes 5 to 10 working days, and sometimes up to 14 working days during peak periods. It is a slower, more responsible way of working, and part of what makes LOULOU an atelier house.
How we work
We offer complimentary worldwide shipping via DHL Express and FedEx, with delivery usually taking 1 to 5 business days once your piece leaves the atelier. Every order is dispatched from Bucharest.
Our atelier is open Monday to Saturday, 10:00–19:00 EET. Our concierge replies to every message within 24 hours, always by a member of our team, never an automated response. If we miss your call, we will come back to you as soon as possible. Behind every reply is a real person from our Bucharest atelier: thoughtful, hands-on, and deeply committed to helping each client with care.
If something is not right
We stand behind every piece we make. If an item arrives with a quality issue, or if something is not as expected, please write to us and we will make it right through a refund, remake, alteration, or another suitable solution. In most cases, we have been able to resolve concerns directly with care and fairness, and many of our clients have remained happy with their experience and returned to LOULOU multiple times afterwards.
For any remaining unresolved situations, our team continues to review each case individually and do our best to find a fair and appropriate solution.
Write to us
For orders and general enquiries:
customercare@loulouthebrand.com
For couture and bridal:
couture@loulouthebrand.com
For press, styling and celebrity dressing:
press@loulouthebrand.com
— LOULOU
Contact info
Bucharest, Romania
- +40735221395
- customercare@loulouthebrand.com
- loulouthebrand.com
1.6
Bad
45 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 30% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I ordered a $400 sweatshirt with what…
I ordered a $400 sweatshirt with what looked, in the advertisement, to be these beautiful jeweled drawstrings. When I got it, it turns out they are glitter and plastic glue onto felt circles. Just terrible. They should be ashamed to market themselves as a luxury brand.
24 August 2025
Unprompted review
they have AI photos on their website
they have AI photos on their website. so many scammers everywhere these days. i wished someone punished them and they are in romania… horrible people
19 July 2024
Unprompted review
Reply from LOULOU
Dear Chynna,
We could not locate your name or order in our client database. At Loulou, we take every concern personally, so we warmly invite you to reach out to us directly on WhatsApp at +40 735 221 395. This way we can listen to your story, understand what may have happened, and take care of you properly.
Our activity on Trustpilot has just begun, and we know that very often happy clients simply enjoy their pieces without leaving reviews. That is why we welcome every voice here — and why we make ourselves directly available to resolve anything that might not feel perfect.
Yes, we do use technology — because we believe it allows us to merge modern tools with couture in a way that serves our clients better: offering them more precision, faster communication, and sometimes even a glimpse behind the scenes. But behind every design is our atelier in Romania, where artisans cut, stitch, embroider, and hand-finish every piece with love. Nothing we do is mass-produced — each creation exists because one woman asked for it, and it was made especially for her.
We are proud of our roots, proud of our artisans, and proud to call Romania home. What technology brings us is the chance to share this craftsmanship with women worldwide.
Always at your service,
The Loulou Team
Worse company!!!
Worse company!!!
I ordered from Loulou the brand 14 months ago few items,I never received anything nor got a refund.
They keep dragging me but I am still struggling to get my refund. They are the best for ghosting customers.
Never faced something like this!
22 April 2025
Unprompted review
Reply from LOULOU
Dear Randa,
We are truly sorry to read your words here. Please allow us to clarify with full transparency.
Your order was originally placed not directly through our website, but via a third-party wholesale partner. This has unfortunately complicated communication in the past. Nevertheless, we took full responsibility: your payment was refunded in full, and we also sent you an additional gift as a gesture of goodwill. Alongside this, our team provided explanations regarding the production delay that occurred at that time.
At Loulou, nothing is ever mass-produced. Every piece is created upon request in our Romanian atelier, where artisans hand-finish and embellish each detail. This couture rhythm sometimes requires more time, but it is never our intention for a client to feel neglected.
We regret deeply that your experience left you with this impression. Our wish is that one day you may return to us as a client, so that we can show you the true Loulou experience — the care, honesty, and craftsmanship that define our house.
Warmly,
The Loulou Team
DISGUSTING COMPANY
NEVER NEVER NEVER BUY A SINGLE THING FROM THIS AUFULLLL COMPANY. Over a year now and haven’t refunded me. Have sent over 10000 messages and they have absolutely ghosted me. Same thing happened to my friend as well. I hope they lose all their money and go to jail! Disgusting company.
1 December 2023
Unprompted review
Ordered a dress of €1000 but never got the refund (or the dress)
I ordered a dress in july for my wedding, but it got shipped. I asked to cancel to order and pay me my refund of 1000euro. Now it is 9 months later and after e-mailing and send messages through whatapp I still have not received my money back. Consumer service just don’t reply or it is the same message that I will receive my money ‘soon’. Soon is not 9 months. I will never get the dress or my money back…. Don’t order with this company Its scatchy!
30 March 2024
Unprompted review
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.