Frequently Asked Questions

What payment methods do you accept?

We accept Visa, MasterCard, PayPal, Bank Transfer, Afterpay and ZIP.

Do you ship internationally?

Yes – we ship to most countries worldwide. When ordering outside of New Zealand, the recipient is responsible for ensuring the product can be legally imported to the destination country. Please remember that the recipient of an international shipment may be subject to import taxes, customs duties and fees, which are imposed once a shipment reaches the recipients country. Additional charges for customs clearance must be fulfilled by the recipient.

Will I need to pay custom duties and taxes?

Customs duties and taxes are not included in international pricing. LA LUPA does not cover the custom duties and taxes for orders from New Zealand.
Please be aware duties and taxes do vary in cost from country to country. In most cases our products will be under the threshold and so no charges will be payable. If you are concerned we would recommend getting in touch with your local customs office so you are not surprised if there is any unexpected shipping charges at your end.

What are the shipping costs and delivery times?

NEW ZEALAND (includes tracking number)
Price: NZ$7.00 nationwide including rural delivery
PO Box delivery is also available
Approximate delivery time: 2-3 business days NZ.

AUSTRALIA: (includes tracking number). 
Price: NZ$15.00.  
Approximate delivery time 7 business days (depending on international shipping times).

WORLDWIDE: (includes tracking number).
Price: NZ$25.00.
Approximate delivery time: 10 business days (depending on international shipping times).

How fast will my order be processed?

We will process your order as soon as we can within standard business hours. Orders placed during the weekend will be processed within 24 hours of the next business day. We will email a confirmation once your order has been shipped and this will include a link to your tracking page.

Can I change my order or address once confirmed?

If you need to change your address or order, please email us immediately at:
info@lalupahandbags.com. Enter CHANGE OF ADDRESS/CHANGE MY ORDER in the subject title.
We cannot guarantee that we will be able to cancel or modify your order, but we will try our best to accommodate your request.

How can I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email with your tracking number and a link to the shipment.
For international orders you will receive an email from the courier with your AWB number and tracking details.

Do you offer gift cards?

You can purchase a LA LUPA eGift Card in several denominations. We can email to you or the recipient directly. Gift cards are valid for 1 year from the date of purchase.

Can I return an item for a refund or an exchange?

We hope you will enjoy our bags, however If you are not satisfied with your order for any reason, we will accept the return of items in accordance with the following conditions:

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.Then contact your credit card company, it may take some time before your refund is officially posted.Next contact your bank. There is often some processing time before a refund is posted.If you’ve done all of this and you still have not received your refund yet, please contact us at.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at info@lalupahandbags.com and send your item to: 4/12 Herons Way -Northcote, Auckland 0627- New Zealand. 

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: 4/12 Herons Way-Northcote, Auckland 0627- New Zealand.You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.Depending on where you live, the time it may take for your exchanged product to reach you, may vary.If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: 4/12 Herons Way-Northcote, Auckland 0627- New Zealand.You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.Depending on where you live, the time it may take for your exchanged product to reach you, may vary.If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

What happens if I receive a damaged or defective item?

If your item is damaged or defective, you can return your product to LA LUPA. Please contact us at info@lalupahandbags.com and we will make every effort to resolve the problem within 10 days of receipt. Please email your details, order number and photos of the faulty item and we will then advise the best course of action.

If the item is faulty we will refund to you the costs of returning the item and cover all shipping costs for the replacement or repaired item.

What is your warranty policy?

LA LUPA handbags do come with a 3-month warranty which covers all manufacturing faults.
If the item cannot be repaired, we will replace it as long as the stock is available. This warranty does not cover normal wear and tear.
LA LUPA’s warranty policy is only available for NZ orders. For any international orders, we will handle on a case by case basis.

What's the best way to care for my new bag or wallet?

Please try and avoid overloading your bag as this can put pressure on the straps, seams and hardware. It could also spoil the shape of the bag. LA LUPA handbags are made with robust, quality Italian leather so a leather protective cream or spray is not essential. Light cleaning can be done with a damp cloth and then ensure the product is wiped dry.

My bag has some variations. Is this normal?

Italian leather is a natural hide and each piece will be unique and one of a kind, so some products may have variations in the material. This is characteristic of the raw material and should not be considered an imperfection. All our handbags are handcrafted and not mass produced, so slight variations are an indicator that each piece is unique and distinctive. Creasing in some items is unavoidable during manufacturing and shipment, but should diminish as you use the bag.

Please also note that the actual colour of the item might vary slightly from our product images due to different colour variations on customer laptops, mobiles, tablets etc.