Frequently Asked Questions
Frequently Asked Questions
Orders & Purchases
How fast is the shipping?
How fast is the shipping?
We work with trusted carriers to ensure fast and secure delivery. Most orders are dispatched the same day or the following business day, and delivery usually takes just a few days depending on your location.
Can I choose my shipping carrier?
Can I choose my shipping carrier?
At checkout, you’ll see the available carriers for your region.
Do you offer free shipping?
Do you offer free shipping?
Yes, we always offer worldwide free shipping. In rare cases, shipping costs may apply to certain locations, and these will be clearly shown at checkout
How can I track my order?
How can I track my order?
You’ll receive a tracking link via email as soon as your order is dispatched, so you can stay updated on your order’s journey from our warehouse to your door.
Do you ship internationally?
Do you ship internationally?
Yes, we ship worldwide. Shipping fees and times will vary depending on your location.
Can I pick up my order in-store?
Can I pick up my order in-store?
Yes, you can select in-store pickup at checkout if you’d like to collect your bag in one of our stores.
Returns & Exchange
Can I return an item I purchased online?
Can I return an item I purchased online?
Yes, we have a simple return policy. Returns can be initiated within the specified return period after receiving your item.
Can I return items in-store?
Can I return items in-store?
Yes, returns can be made in our Copenhagen stores as well - just bring your order
How long does it take to get a refund?
How long does it take to get a refund?
Refunds are typically processed within a few business days once we receive and inspect the item.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Secure Payment
What payment methods do you accept?
What payment methods do you accept?
We currently accept major credit cards. We are also working on adding PayPal and Klarna, to provide you with even more flexibility.
Is my payment information secure?
Is my payment information secure?
Absolutely. We use secure payment gateways to protect all transactions.
Can I use discount codes?
Can I use discount codes?
Yes, discount codes can be applied at checkout. Make sure to check that the code is still valid and entered correctly.
I received a discount code but couldn’t use it - why?
I received a discount code but couldn’t use it - why?
Discount codes are only valid within their campaign period. If you had trouble using one, please contact us and we’ll be happy to look into it for you.
Product Information
How do I know the size of the bag?
How do I know the size of the bag?
We provide detailed size descriptions, and many products include comparison photos or model photos to give a sense of scale.
How do you describe the condition of the bags?
How do you describe the condition of the bags?
Every bag is carefully graded using our 4-tier system: Fair, Good, Very Good, and Excellent. To give you full transparency, we inspect four key areas of each bag - the exterior, interior, handles, and corners. Clear photos of wear, hardware, and interiors are always provided so you know exactly what to expect.
Can I see more detailed pictures of wear, hardware, and material?
Can I see more detailed pictures of wear, hardware, and material?
We make sure to photograph all key details: corners, handles, hardware, and interiors. Because our bags are preloved bags, we know wear is important, so we focus on showing it clearly. If you feel something is missing, let us know and we can share additional images.
Do you provide information about materials, size, or handle length?
Do you provide information about materials, size, or handle length?
Yes. Each product page lists measurements, color, and material. We are also working on adding more comparison photos and videos with models so you can better understand the size.
Lifetime Authenticity Guarantee
How do I know the bag is authentic?
How do I know the bag is authentic?
Every bag is carefully inspected and authenticated by our team of experts. We offer a lifetime guarantee on authenticity, so you can shop with complete confidence. You can read more about how we authenticate bags here.
Do you provide documentation of authenticity?
Do you provide documentation of authenticity?
Yes, each bag comes with a authenticity certificate.
Pricing & Campaigns
Do you offer discounts?
Do you offer discounts?
Yes, we occasionally run campaigns with special prices or discounts. Sign up for our newsletter to stay informed.
Why did the price of a bag change?
Why did the price of a bag change?
Our bags are unique, and prices can vary based on sourcing, demand, and condition and the market.
Do you run in-store promotions as well?
Do you run in-store promotions as well?
Yes, promotions apply both online and in our stores.
