Question 1

SIGN INTO MY ACCOUNT?

Accepted Answer

To access your account, Click the “MY ACCOUNT” button in the Top Right Menu of any page; Enter the email address you registered your account with or your customer number (this will be printed on your delivery note or statement). Enter your password. Click ‘Sign in’. If you have forgotten your password, you can view your ‘password hint’ or reset it from the My Account screen by clicking ‘Forgotten Password’. If you choose to reset your password, you will receive an email containing a temporary password. Use this to log in to your ‘My Account’ and change your password by clicking on ‘Change Details’ and then ‘Sign in details’ on the left-hand side of the page. You may need to check your Junk/Spam folder for the password reset email. If you are still having problems, please contact us at support@luxdesignerbag.com

Question 2

ACCOUNT PAYMENT OPTIONS?

Accepted Answer

You can pay for your order at the time of purchase by clicking pay by credit/debit card or by using Paypal.

Question 3

CHANGE MY PERSONAL DETAILS?

Accepted Answer

It is important that your personal account details are up to date so we can keep in contact with you. Log into ‘My Account’ and Select ‘update Details’ from the menu on the left-hand side Then choose to change your ‘contact details’. You can change your name, email and delivery address and you can add an alternative or additional delivery addresses that you can pick when paying for new items in the future.

Question 4

CLOSE MY ACCOUNT?

Accepted Answer

We’re very sorry you’re thinking about leaving us, please contact us if anything we can do to change your mind. In order for us to close your account, please contact us by email at privacy@luxdesignerbag.com and we’ll delete your contact details from our database permanently. 2. PLACING AN ORDER

Question 5

HOW DO I PLACE AN ORDER?

Accepted Answer

Placing an order is easy. Browse and shop for items you want on the website Add them to your cart and proceed to checkout Fill in your details and pick your payment option Submit and wait for your email confirmation, In case you have not received a confirmation email after a successful checkout, check your spam folder, if not received, no worries , contact us at support@luxdesignerbag.com and we’ll check it for you.

Question 6

HAS MY ORDER GONE THROUGH?

Accepted Answer

Once you place an order and your payment has gone through successfully, you’ll receive a confirmation email within 1 hour, which will include all items you have purchased and estimated delivery dates when calculated. Make sure to use a correct email address on your order so you can receive the email, and make sure you are checking the correct email address not a secondary one. If you still can’t find the email, at the correct email address, and after you’ve given it some time, please check your spam folder and add our email sender to your contact list. At the end, if you can’t find it at all, please sign in to your account and select ‘Orders’. Although the details may not instantly be there to view, they will appear within 2 hours of ordering.

Question 7

CAN I CHANGE OR CANCEL MY ORDER?

Accepted Answer

Our order process is super fast, so make sure to cancel your order before we process it. Or contact us it might be a delayed items, these are the only cases we accept canceling your orders. To cancel delayed items, log into your account and select ‘Orders’ and click on cancel button next to your order. If you’re unable to cancel the order, please return it back to us for a full refund. 3. PAYMENTS

Question 8

WHAT ARE THE AVAILABLE WAYS TO PAY ?

Accepted Answer

You can either pay using : Your Credit card: you can pay using your credit card, payment is processed securely through the international payment gateway Stripe. Your paypal account: you have to sign in to your paypal account during the checkout and validate your payment. 4. RETURNS AND REFUNDS

Question 9

WHAT ARE YOUR RETURN OPTIONS ?

Accepted Answer

For more details on return policy and options please visit : Refund & Returns Policy Arrange A Return

Question 10

WHAT ARE YOUR REFUND OPTIONS ?

Accepted Answer

Refund timescales and eligibility are set out in our Refund & Returns Policy.

Question 11

WHY I CAN’T SEE MY REFUND IN MY BANK ACCOUNT YET?

Accepted Answer

In most cases we send a confirmation email when a refund request has been processed and when accepted another email containing the ARN (Acquirer Reference Number). Please allow the timescales to receive your refund and check with your bank using the ARN.

Question 12

HOW DO MY RETURNS SHOW ON MY NEXT CREDIT ACCOUNT STATEMENT?

Accepted Answer

On your account, RMA requests section, you will see a short description of any items you have returned, the date we processed the return, the item number, the size, the invoice number. 5. DELIVERY

Question 13

WHAT ARE MY DELIVERY OPTIONS?

Accepted Answer

See our Shipping Policy for delivery costs and times, Delivery Information for more about your delivery options, and Track Order to follow your parcel.

Question 14

WHERE DO YOU DELIVER?

Accepted Answer

We deliver to the United States, Canada, the United Kingdom, Europe (the 27 European Union countries plus Switzerland, Norway, Iceland and Monaco), the United Arab Emirates, Saudi Arabia, Qatar and Oman, and we are working on more destinations. Every order travels by express courier with DHL or FedEx.

Question 15

HOW LONG WILL MY ORDER TAKE TO ARRIVE?

Accepted Answer

Orders usually arrive within 7 to 10 business days of your order confirmation. Delivery times are for reference only: customs clearance, payment checks or other events outside our control can sometimes add a few days.

Question 16

IS SHIPPING FREE?

Accepted Answer

Shipping is free on orders over $1,000 to the United States and over £900 to the United Kingdom. Below these amounts, and for orders to Canada, Europe and the Gulf countries, the shipping fee is shown at checkout before you pay. 6. AUTHENTICITY AND SOURCING

Question 17

ARE YOUR BAGS NEW AND GENUINE?

Accepted Answer

Our new-season bags are new and sourced from established luxury boutiques in Italy and France. We also offer pre-owned and vintage pieces: each one is clearly marked as pre-owned, and its product page describes its condition, its year when known and what comes with it. Learn more on our Sourcing & Authenticity page.

Question 18

DOES MY BAG COME WITH ITS ORIGINAL PACKAGING?

Accepted Answer

A new bag ships with its original packaging whenever available: the branded box, the dust bag, the authenticity or care cards and the product tags. A pre-owned piece comes with exactly what its product page lists.

Question 19

IS MY ORDER CHECKED BEFORE IT SHIPS?

Accepted Answer

Yes. Every order passes through our fulfilment centre in France, where we prepare it with care: we check that it matches what you chose and pack it to travel well before it leaves by express courier. If anything arrives damaged or not as described, contact us and we will put it right.

Frequently Asked Questions