Frequently Asked Questions
Answers to the questions we're asked most about ordering, shipping, returns, payment and our Member Club.
Last updated 2026-09-29
Orders & Payment
How do I place an order?
Add the items you want to your cart, then go to checkout and enter your shipping details and payment method. You can order as a guest, or create an account so you can see your order history from any device.
Which payment methods do you accept?
We accept credit and debit cards, PayPal, Apple Pay and Google Pay.
My payment was declined. What should I do?
Try these quick fixes: type your card details manually instead of using autofill; make sure the billing ZIP or postal code matches your bank statement exactly; check that your card has not expired; confirm there are enough funds in your account; enter the security code your bank sends by SMS before the screen times out; and try a private or incognito window, or a different browser. If it still fails, contact our support team and we will help you finish the order.
Can I cancel or change my order after paying?
Please contact us within 48 hours of ordering. We need 2-5 days to prepare your items (customised bags and shoes take longer), so the earlier you reach out, the easier it is to change or cancel.
Shipping & Delivery
How long will my order take to arrive?
Most orders arrive within 8 to 15 business days: around 3-5 days to prepare your items and 5-10 business days in transit. Both steps can take a little longer during busy shopping seasons.
Do customised items take longer to prepare?
Yes. Customised items need extra preparation time before they are shipped - shoes usually take 5-7 days and bags take 15-20 days.
Which couriers do you use?
We ship with FedEx, UPS, USPS and DHL, depending on your destination.
Is shipping free?
Yes. Shipping is free, and returns are free too - you only ever pay for the item itself. See our Shipping and Return policies for the full details.
How do I track my order?
Open the Track Your Order page, enter the Order ID you received on your receipt and the billing email you used at checkout, then submit. If the tracking does not update, contact us and we will check it for you.
Returns & Refunds
How long do I have to return an item?
30 days from the day you receive it. Please contact us before sending anything back - all returns must be authorised by our team so the process stays smooth.
Which items can be returned?
Items that arrive with the wrong specifications, or that are defective because of the manufacturer or the shipping carrier, can be returned, refunded or exchanged within 30 days of receipt. If your situation is different, contact us anyway and we will look at it case by case.
How do I start a return?
Contact our support team with your order number, real photos or a video of the item, and the reason for returning. Customer service will evaluate your case and help you send the item back free of charge.
How do refunds work?
Within 48 hours of ordering you can ask for a refund or an exchange and we will assist you straight away. If you have already received the item, contact us with your order number and photos of what is wrong and our team will evaluate your case and process it.
Membership & Rewards
How can I join the Member Club?
All customers who have at least one order within the past 12 months are enrolled automatically - there is no separate registration. Please note that membership status and points reset annually.
How are reward points calculated?
You earn 1 point for every $1 spent. Points are calculated from your order history and tracked automatically, and details of your current tier status and accumulated benefits are sent to you by email.
What are the benefits of joining?
Tier-based promotions with upgrade rewards delivered by email, exclusive members-only offers when you subscribe to our emails, and a worry-free shopping guarantee with free shipping, free returns and refunds within 30 days.
How long are reward points valid?
Points are valid for 12 months from the date they are earned, and all points reset at the beginning of each year. Members are responsible for using their points within that period.
How can I get support about my membership?
Contact our customer service team through the support channels listed on our website, or use the Contact us page and we will get back to you as quickly as we can.
Products
What does "True to Original" mean?
It is how we label the pieces in our catalogue that follow the original design most closely. You can browse the whole selection on the True to Original page.
Can I request a specific item that is not on the site?
Yes. Send us the details through the Request a Product page - tell us the model, size and colour you are looking for and our team will search for it for you.
Policies
Still have questions?
Our team is happy to help — message us on WhatsApp or send a note through the contact form and we'll get back to you.