Frequently Asked Questions (FAQ)
Do you have a question? Chances are your question has been asked before. To save yourself (and us) some time, we have listed the frequently asked questions below. If your question is not in the list, don’t hesitate to contact us of course.
Orders & delivery
How long does it take for my order to be delivered?
Orders will be delivered the next day in the Netherlands. In the rest of Europe, delivery will take 1-3 working days. You can always follow your order via the Tracking link that you receive by email.
I didn’t receive a Track & trace number. Now what?
In your account on our website (to log in, go here: https://www.laauw.com/my-account/) you can always find your tracking code.
Are all orders delivered anywhere in the world for free?
I have placed a pre-order, how long does it take to deliver?
This is always indicated on the product page of the product you ordered. Keep in mind though that that date is an estimate, not a guarantee, because we are also dependent on transport. You will always be informed in time when your pre-order is delivered earlier or later than indicated.
I have a different question about my delivery, what can I do?
The easiest way is to email your question to email@example.com. Please, always state your order number in the subject line.
Returns & refunds
How can I return my order?
Through our online return portal. This portal is self-explanatory, but if you can’t figure it out, the steps are explained once more on the packing slip you received with your order.
What does it cost to return my order?
Nothing. You can have a return label printed – free of charge – at one of our pick-up locations via the return portal.
Until when can I return my order?
You can return your order within 30 days after receiving your order. Make sure it is still in its original packaging.
How long does it take for my money to be refunded?
After we have received your return, the refund will be transfered automatically within 14 days.
Product care & repairs
What’s the best way to take care of the leather
Here you can read all about the best ways to care for your leather: www.laauw.com/2019/07/29/how-to-care-for-your-leather-bag/
Where are the bags made?
Everything from the design until the preparations are done in our workshop in the Netherlands. The final production takes place in our factories in Portugal, Morocco and India.
I have a defect in my bag, how do we solve this?
This depends on the defect and how it came about. Through quality controls we strive for the highest quality on every bag, but it is still a human process, so it can always happen that a stitched seam or buckle peels off during normal use. In the case of normal use, we offer you the following two options:
- (recommended) You have the defect repaired at a local tailor or shoemaker. We will of course reimburse these costs for you. This is better for you, because you can use your bag again way quicker, but it’s also better for the environment, because the bag doesn’t have to be sent back and delivered again.
- You can also return the bag free of charge to our workshop in the Netherlands, where we will repair the bag for you. Due to the continuous bustle and due to the fact that the workshop is also used for the creation of new bags, we often have to plan this repair 2 to 3 weeks in advance, which means that you may have to miss your bag for up to 4 weeks.
Is there a difference between the leather in various collections?
Yes, we use different types of leather throughout different collections. This is because with every different collection, we like to radiate a style which suits the collection. The leather type is clearly indicated per collection in the product details. There are many types of leather, but to make it easy, we explain 2 types of leather that we use the most; leather with an open structure (Nubuck) and leather with a closed structure (Full Grain).
Leather with an open structure means that the top layer of the leather is lightly sanded, giving it a more robust and sturdy look. However, that also means that it’s more sensitive to scratches and stains. This type of learning is also often referred to as Nubuck.
Leather with a closed structure means that it is the top layer of the leather. This top layer can also be a little more sensitive to scratches and stains when you leave it untreated. If this is the case, it will be indicated in the product description and you can take a sturdier appearance into account. We also work with full grain leather which has a more covered top layer, so that it has less sense of scratches and stains and therefore means a more even appearance. This type of leather is also referred to as “full grain leather”.
With all types of leather, and therefore also with our bags, you can bear in mind that it will become more beautiful after use – as is often the case with natural products. Furthermore, we always recommend that you use our maintenance spray that can be found in the webshop.
Are your products environmentally friendly?
As a brand, we believe it is very important that we do business in a socially responsible manner. You can read more about this in the following article: https://www.laauw.com/2019/10/08/eco-materials-happy-people/.
What is the best way to get in touch with Laauw?
You can always send a message to our customer service via the contact form below. We make every effort to return to your message within 48 hours. We also have a Flagshop Store in Den Bosch where you are welcome from Tuesday to Saturday.
I sent an email more than 48 hours ago, but I don’t have an answer yet, what should I do?
It is possible that somehow we lost track of your email. Feel free to send a reminder via firstname.lastname@example.org or contact us via Facebook / Instagram Messenger.
I have a general question, how should I contact you?
With general questions you can always contact us via email@example.com. We are happy to help.