FAQs
PAYMENTS AND ORDERS
We accept Visa, MasterCard, PayPal, Bank Transfer, Afterpay and ZIP.
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.
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.
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.
SHIPPING & DELIVERY
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.
When you check out please supply us with a work or residential address, where there will be someone present to sign for your item between the delivery hours of 9am – 5pm weekdays.
It is a good idea to add your phone number, as couriers will use this to contact you if there is a problem delivering your parcel. All orders are dispatched from Auckland, New Zealand via our chosen courier. Shipments might be subject to import duties and or taxes imposed by your country. These costs are your expense and in addition to your invoice charges. Please contact your local customs office for details.
Shipping information as follows:
NEW ZEALAND (includes tracking number)
FREE SHIPPING Nationwide. PO Box delivery is also available.
Approximate delivery time: 1-3 business days NZ
AUSTRALIA (includes tracking number)
Price NZ$15 Approximate delivery time 7 business days (depending on Covid delays to international shipping).
WORLDWIDE: (includes tracking number)
Price: NZ$25
Approximate delivery time: 10 business days (depending on Covid delays to international shipping).
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.
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.
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.
RETURNS & EXCHANGES
Returns
We offer a full refund on any full priced item within 14 days of your purchase. However, the product must be returned in resaleable condition.
Follow the steps below to request a refund:
1. Email us at: info@lalupahandbags.com with your name, order number and state the reason for your refund.
2. LA LUPA will refund the value of your purchase within 7 days of receiving and accepting the returned item. The item must be returned in the same condition as it was originally shipped. The refund will be provided via the original method of payment. Unfortunately, we are unable to refund the initial shipping cost for your order.
3. You will be notified by email once the transaction has taken place.
What do I do if my return is lost?
LA LUPA is not responsible for lost packages, if you choose to use your own shipping method to send your return back to us. We recommend using a traceable shipping method to help prevent this. For all other lost returns, please contact us at: info@lalupahandbags.com.
Exchanges
We offer exchanges on all full priced item within 14 days of receiving your item.
Follow the steps below to request an exchange:
1. Email us at: info@lalupahandbags.com with your name, order number and state the reason for your exchange and the alternate item you would like instead. We will then email you an exchange form to complete and include when you send back your package.
2. Please note, we do not reimburse original shipping costs. We will send the exchanged item back to you free of charge within 5-10 days.
3. Initial and return shipping and handling charges are not refunded unless the original item was incorrect or faulty.
SALE items
Please note SALE items may not be returned or exchanged unless they are faulty.
International Returns
LA LUPA does not arrange returns at this time. All international sales are final. Please contact us at: info@lalupahandbags.com if you need further assistance.
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.
WARRANTY
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.
PRODUCT CARE and INFORMATION
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.
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.
