LOUIS & MAX

Last updated: March 2026

At LOUIS & MAX, we respect your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, and protect your personal information when you visit our website, shop with us, or interact with us online.

1. Information We Collect

When you visit our website or make a purchase, we may collect the following types of information:

Personal Information

This may include:

• Name
• Email address
• Phone number
• Billing and shipping address
• Payment details (processed securely through our payment providers)

Order Information

When you place an order, we collect:

• Products purchased
• Order value
• Delivery details
• Transaction history

Device Information

When you browse our website, we may automatically collect:

• IP address
• Browser type
• Device type
• Pages viewed
• Time spent on pages
• Referring websites

This helps us improve the performance and user experience of our website.

2. How We Use Your Information

We use your personal information to:

• Process and fulfil your orders
• Communicate with you about your order
• Provide customer support
• Improve our website and services
• Send marketing emails (if you have opted in)
• Detect and prevent fraud or security issues

3. Marketing Communications

If you subscribe to our email list or marketing communications, we may send you updates about:

• New product launches
• Promotions or discounts
• Events and special offers
• News from LOUIS & MAX

You can unsubscribe from marketing emails at any time by clicking the unsubscribe link in our emails.

4. Sharing Your Information

We may share your information with trusted third-party service providers that help us operate our business, including:

• Shopify – our ecommerce platform
• Payment providers (such as Shopify Payments, PayPal, or Afterpay)
• Shipping and courier services
• Marketing and analytics platforms (such as Klaviyo, Google, or Meta)

These providers only receive the information necessary to perform their services and are required to protect your data.

5. Cookies and Tracking Technologies

Our website uses cookies and similar technologies to:

• Improve website functionality
• Understand how visitors use our site
• Personalise your shopping experience
• Support marketing and advertising campaigns

You can adjust your browser settings to refuse cookies, but this may affect how the website functions.

6. Data Security

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.

All payment information is processed through secure third-party payment gateways and is not stored on our servers.

7. Your Rights

You have the right to:

• Request access to your personal information
• Request corrections to inaccurate information
• Ask us to delete your personal data
• Opt out of marketing communications

To make a request, please contact us using the details below.

8. Third-Party Services

Our website may contain links to third-party websites or services. We are not responsible for the privacy practices of those websites.

We encourage you to review their privacy policies before providing personal information.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our practices, services, or legal requirements.

The updated version will always be posted on this page with the revised date.

10. Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:

LOUIS & MAX
Email: hello@louisandmax.com
Website: www.louisandmax.com

LOUIS & MAX

Last updated: March 2026

At LOUIS & MAX, we want you to love your purchase. If something isn’t quite right, we’re here to help.

Change of Mind Returns

If you change your mind, we are happy to offer a store credit or exchange within 14 days of purchase, provided that:

• The item is unused and in original condition
• The item is returned in its original packaging
• Proof of purchase is provided

Please note that sale items are final sale and cannot be returned unless faulty.

Customers are responsible for return shipping costs for change-of-mind returns.

Faulty or Damaged Items

If your item arrives damaged or faulty, please contact us within 48 hours of receiving your order with photos of the item and packaging.

Depending on the situation, we will offer:

• A replacement
• A repair
• A refund

This is in accordance with the New Zealand Consumer Guarantees Act.

Non-Returnable Items

For hygiene and safety reasons, some items may not be eligible for return, including:

• Personal care products
• Earrings
• Opened or used items

How to Request a Return

Please email us at hello@louisandmax.com with:

• Your order number
• A description of the issue
• Photos if applicable

Our team will provide instructions for returning your item.

LOUIS & MAX

Last updated: March 2026

We aim to get your order packed and shipped as quickly as possible.

Order Processing

Orders are typically processed within 1–3 business days.

During busy periods, such as sales or holidays, processing times may be slightly longer.

Shipping Within New Zealand

Shipping rates are calculated at checkout based on your location.

Estimated delivery times:

• North Island: 1–3 business days
• South Island: 2–4 business days

Orders are shipped using trusted courier partners.

Tracking

Once your order has been dispatched, you will receive a tracking number via email.

Delays

While we do our best to ensure prompt delivery, LOUIS & MAX is not responsible for courier delays once your order has been dispatched.

Incorrect Shipping Information

Please ensure your shipping details are correct at checkout. LOUIS & MAX cannot be held responsible for orders delivered to incorrect addresses provided by the customer.

Click & Collect

If available, customers may choose Click & Collect from our store location. You will receive an email when your order is ready for pickup.

LOUIS & MAX

Last updated: March 2026

By accessing or using the LOUIS & MAX website, you agree to the following terms and conditions.

Use of Website

You agree not to use this website for any unlawful purpose or in any way that may harm the website or its users.

Product Information

We make every effort to ensure product descriptions, pricing, and images are accurate. However, errors may occasionally occur.

LOUIS & MAX reserves the right to correct errors and update product information at any time without prior notice.

Pricing

All prices are listed in New Zealand Dollars (NZD) and include GST unless otherwise stated.

Prices may change without notice.

Orders

We reserve the right to cancel or refuse any order at our discretion, including where products are unavailable or pricing errors have occurred.

If your order is cancelled after payment has been processed, a full refund will be issued.

Intellectual Property

All content on this website, including images, text, branding, and graphics, is the property of LOUIS & MAX and may not be used or reproduced without permission.

Limitation of Liability

LOUIS & MAX is not liable for any indirect or consequential damages arising from the use of this website or the purchase of our products.

LOUIS & MAX

The information provided on this website is for general informational purposes only.

While we aim to ensure all information is accurate and up to date, LOUIS & MAX makes no guarantees regarding the completeness, reliability, or accuracy of any information on this site.

Use of the website and reliance on any information provided is at your own risk.