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.

When can I return my order?

In order to be able to return your item, it has to be in its original packaging. You can return your order within 30 days after receiving your order. 

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.

I have a question about my return, how can I get an answer?

You can send an e-mail with your question to customerservice@laauw.com.


Exchange & Repairs

I would like to exchange my bag for a different one or different colour, how?

Just return your bag by using the the return portal. Here you can choose the option to exchange your item for a different one. After we receive your return, if necessary, we will either refund or bill the price difference between the items. After that we will send you the new item.

I want to have my bag repaired, how do I do 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:

  1. (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.
  2. 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. If you choose option 2, you can send your bag to the following Adress: Laauw Exchanges, Vughterstraat 62, 5211 GK Den Bosch, Netherlands.

General customer service

I have a general question, how should I contact you?

You can always send a message to our customer service by sending an e-mail to info@laauw.com. 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.

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