Frequently Asked Questions (FAQ)
1. How can I track my order?
After your order ships, you’ll receive a confirmation email with a tracking number. You can also log into your account and view order status under “My Orders.”
2. What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express), PayPal, and Apple Pay. All transactions are encrypted for security.
3. Do you offer international shipping?
Yes, we ship worldwide. Shipping fees and estimated delivery times vary by region—see our Shipping Policy for details. Buyers are responsible for customs duties and taxes.
4. Can I return or exchange a product?
- Returns: Eligible for a refund within 30 days of delivery, provided items are unused with original tags.
- Exchanges: Subject to availability. Contact us at [email protected] to initiate a return or exchange.
5. How do I care for my luxury bag?
Each product page includes care instructions. For general advice: avoid direct sunlight, store in the provided dust bag, and use a leather conditioner for maintenance. Contact us for specific questions.
6. What if my package is lost or damaged?
- Lost: Contact us within 5 business days if marked “delivered” but unreceived.
- Damaged: Report within 24 hours with photos. We’ll arrange a replacement or refund.
7. How do I update my shipping address?
Email [email protected] immediately with your order number and new address. Changes can’t be guaranteed after processing begins.
8. Are there any discounts for first-time buyers?
Subscribe to our newsletter on the homepage to receive a 10% off coupon for your first order. You’ll also get early access to sales and new arrivals.
9. How often do you restock popular items?
Restocking varies by product. For high-demand items, enable “In-stock alerts” on the product page to receive a notification when available.
10. Can I cancel an order?
Orders can be canceled within 12 hours of purchase if not yet processed. Contact us immediately at [email protected].
11. What is your stance on product quality?
We maintain strict quality controls, ensuring every bag meets rigorous standards for materials, craftsmanship, and durability. If you have concerns about quality, contact us for assistance.
12. Do you offer gift wrapping or cards?
Yes, select “Add Gift Wrap” at checkout for a premium gift box and personalized message. Additional fees apply.
13. How can I contact customer support?
- Email: [email protected]
- Live Chat: Available on weekdays (9 AM–6 PM EST)
- Phone: +49 174 7376788
Note:
For urgent issues, use live chat or phone support. Our team aims to respond to emails within 24 hours.
