refund policy.

We stand behind every piece we make.

Our promise

Every order is checked by hand before it leaves us. If something isn't right, we want to know.

Damaged or incorrect orders

If your order arrives damaged, defective, or incorrect, contact us within 3 days of receiving it. WhatsApp +62 813 5615 2750 or email hello@loustra.co with your order number and a photo. We will send a replacement or issue a full refund. No questions asked.

Size exchanges

We accept size exchanges within 7 days of delivery. The item must be unworn, unwashed, and in its original condition. To request an exchange: WhatsApp or email us your order number and the size you need. Once we confirm availability, ship the item back to us at: Loustra, Kantor Pos Ubud, Jl. Arjuna, Ubud, Bali 80571. We cover the cost of sending the replacement to you. You cover the cost of returning the original. Processing time: 3–5 working days after we receive the returned item.

Change of mind

We do not accept returns or issue refunds for change of mind. We encourage you to use the Size Finder on our product pages and reach out via WhatsApp before ordering if you have any questions—we're happy to help you find the right size.

Note on stonewash

Our pieces are stonewashed, which means each garment may shrink slightly (1–2cm) after the first wash. This is expected and part of the character of the fabric. We always recommend sizing down when in doubt. If you're unsure, ask us before you order.