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 including rural delivery
PO Box delivery is also available
Approximate delivery time: 2-3 business days.

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 your new purchase. However, if you are not satisfied with the order, we will accept the return of items in accordance with the following conditions:


RETURNS: 

We offer a very easy return or exchange policy. We will provide 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. We will then email you back with our delivery details for the return. 

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. 

EXCHANGE:  

We offer an exchange on a full priced item within 14 days of receiving your order.  

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 with our delivery address and details so you can return the original purchase for exchange.  

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 international returns (excl. AUS). All international sales are final. Please contact us at: info@lalupahandbags.com if you need further assistance.  

 

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.