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Support and FAQs

Frequently asked questions

Yes, Louenhide respects your privacy so your personal details will not be shared, sold or distributed in any way. Louenhide uses eWay to process credit card payments. eWay is an industry leading credit card transaction service, and we do not receive any credit card details beyond the card holder’s name through this service.

When your order is confirmed through our website we try to move very quickly for you to get your order out the door. Because of our swift warehouse process you cannot add additional items to an order once the order has been confirmed online. However, if there are extenuating circumstances please phone 07 3356 5566 and we will try our hardest to accommodate your request.

Simply email us at esales@louenhide.com.au and we’ll endeavour to get back to you as soon as possible during Australian (Brisbane time) business hours.

Generally, if an item is no longer available to add to cart on the website it is sold out. If you are interested in seeing if we have a stockist who may still have the item in stock, send an email to esales@louenhide.com.au with the area you live and we will do our best to track one down for you.

A Pre-Order means you are paying for and securing a bag from a shipment that is due to arrive soon. This means that the pre-order item won’t be shipped straight away but will be sent as soon as we receive the stock, with delivery dates as mentioned on the product description page. You can pre-order a bag in the same way you would place an order for a bag that is in stock. Information about delivery times will be available on the product pages. We strongly recommend pre-ordering as our bags do sell out very quickly and pre-ordering ensures you don’t miss out! If you order more than one item and part is in stock and part is a pre-order, you will only be charged one postage and handling fee. Your available items will be shipped immediately, and your pre-order items sent at a later date. If you have any questions regarding pre-orders, please contact esales@louenhide.com.au.

We accept Visa, MasterCard, and PayPal payments.

Please contact LOUENHIDE online via e-mail; esales@louenhide.com.au within 14 days of receiving your purchase. You will be sent an email containing a free Australia Post return label and a returns/exchange form.

  • Pack your item(s) and completed Returns/Exchange form into the re-sealable bag, print and attach your returns label (please make sure your label is clear and legible).
  • Sign the Aviation Security and Dangerous Goods Declaration.
  • Post your parcel at your nearest Australia Post retail outlet to be scanned. You will be issued a lodgement receipt.

Free Returns are available on full price Australian orders only, whilst the policy is listed on our website. Returns must be received within 14 days of receiving your order. LOUENHIDE Free Returns may only be used through Australia Parcel Post system. LOUENHIDE will not reimburse returns postage costs in the event that you do not use the Free Australia Post return label provided. Refunds: Shipping and handling costs are not refundable.

Queries regarding returns may be directed to:
Phone: 07 3356 9990
Email: esales@louenhide.com.au

Please note:

One free return per order.
We do not offer returns or exchanges on international orders.
We do not offer refunds or exchanges on sale items. Please call 07 3356 9990 should you require further information.

Care guide

The longevity of any handbag will depend on factors like how often it is used, the weight it carries and environmental factors like heat, moisture and sunlight that the bag encounters while being worn and during storage. Here are some tips in getting the longest possible lifespan out of your beloved new LouenHide handbag. Genuine manufacturing faults are usually detected within a 3 month warranty period.

Take care when unpacking your new handbag – Don’t rip or tear paper or plastic packaging from your new handbag but open the packaging carefully to avoid damaging the bag and its parts.

Store your handbag with care – It is recommended to store your handbags in their own protective dust cloth bag or use a natural fibre soft pillowslip. Keep them stuffed with clean bubble wrap or clean plastic to retain their shape and do not crush them on top of one another. Using bubble wrap to stuff your bags helps as it does not attract moths in the same way as tissue paper can. Make sure it’s clean when put away in storage.

Storage Environment – Store your handbags in a cool dry space that does not encounter sunlight or natural elements.

Avoid hanging your bag by its straps – This puts pressure on its strap connectors and can wear out its seams prematurely.

Avoiding dirt, marks and stains – Handle your bag, especially lighter coloured bags with clean hands. Avoid handling your handbag after any use of beauty products, face foundations or hand creams. Take care when visiting salons with your bag, as hair and beauty products can easily splash onto handbags left on the floor at your feet. Consider carrying pencils rather than Biros – biro inks can be difficult to remove.

Avoid contact with the ground – Prevent picking up germs and unwanted dirt by hanging your handbag or placing it on a clean shelf rather than placing it on the ground.

Regularly clean out your bag – Over time you may get a build-up of dirt, crumbs and paper, which can permanently mark or stain your bag.

Cleaning your bag – Products like a light surface spray or baby wipes can be used to clean polyurethane bags. For both leather and polyurethane bags, dirt can usually be cleaned off with a slightly damp cloth with warm soapy water and a sparse amount of eucalyptus oil can sometimes remove grease stains. For polyurethane bags, harder to move stains and smudges can often be removed by rubbing alcohol on the affected area with a cloth. Always test any fabric protectors or cleaning aids in an inconspicuous place before treating the entire bag. If you have a specific cleaning enquiry you would like us to assist you with please email info@louenhide.com.au. If your handbag becomes unclean and you encounter any damage while cleaning the handbag we cannot be held responsible for any damages that occur. Keeping your handbag clean at all times will avoid any disappointment with your purchase.

Removing unwanted smells – Coffee beans can be useful in reducing unwanted odour from your handbag. Just place a small cloth bag filled with some coffee beans inside your bag overnight. The beans will help in absorbing the odour and the coffee aroma can remove the bad smell out of the bag.

Mother Nature can be volatile – Avoid your handbag coming into contact with environmental factors like excessive sunlight, rain, moisture, heat, snow and sand. Like most things, remember that a handbag can be subject to softening and heat damage when left in extreme heat like for example inside a car on a hot day. Excessive sunlight can cause polyurethane coating to crack and can dry up the natural oil content in leather, making it brittle and cracked. Water, chemicals and sunlight can also cause colours to fade. If you will encounter bad weather or it is likely to rain, consider using a less loved handbag.

Rotate the use of your handbags – Using a handbag everyday puts added strain on the handles, pockets and the material the bag is made from. Try to rotate them as often as possible so your favourite bag is not used every day.

Avoid course and sharp edged surfaces – Avoid contact with course or sharp surfaces to prevent damage to the outer materials.

Lighten your load – Please note that health care professionals recommended carrying a maximum weight in your handbag of around 1 to 3 kilograms to prevent injury to your back, neck and shoulders. Carrying less weight will also lengthen the life of your handbag and provide less stress on the handles.

Switch sides – When carrying a bag, switch sides from left arm to right arm frequently to avoid placing the burden of the weight on one side of your body.

Keep essentials within easy reach – Place all necessary items such as wallets, keys and mobile phones in the front pockets of the bag or at an easy-to-access place. Stretching around to reach for certain items can result in a pulled neck or back.

Using a cross-body strap when experiencing back or neck pain – It is often suggested by health care professionals that if you do need to use a handbag while experiencing back or neck pain, to select a one with a wide adjustable strap. Ideally, the strap should be long enough to place over the head. This evenly distributes the bulk of the weight across the body.

Louenhide material care guide

Please consider the following steps when caring for your Louenhide Leather product:

  • Waterproof before use with a good-quality leather protector
  • Wipe down the leather with a damp cloth when required
  • Apply a leather conditioner on a regular basis
  • Store in a cool, dry place where air can circulate and your product is away from direct sunlight
  • Air your leather product every couple of weeks to limit the chance of mold.
  • Avoid overfilling your product as this may cause stretching and deformation in the leather
  • If your products get wet, remove any residual water immediately with a paper towel and allow it to dry naturally.

Our products made with polyurethane (PU) are easy to maintain and will last just as long as genuine leather if you take special care. Fortunately PU is more resistant to scuffing/marking and has less chance of stretching/fading over time

Please consider the following steps when caring for your LOUENHIDE PU product:

  • Waterproof before use with a good-quality protector
  • Wipe down the material with a damp cloth when required
  • Leather cleaners and conditioners are recommended for maintenance
  • If using alcohol based products, be sure to test a small spot of the material before applying to entire product.
  • Store in a cool, dry place where air can circulate and your product is away from direct sunlight
  • Air your PU product every couple of weeks to limit the chance of mold
  • If your products get wet, remove any residual water immediately with a paper towel and allow it to dry naturally.

A large range of our LOUENHIDE clothing products are made of 100% silk. Please consider the following steps when caring for your LOUENHIDE silk product:

  • Cold, gentle hand wash in mild detergent
  • Wash colours separately
  • Do not soak, wring, bleach or tumble dry
  • Do not spot clean
  • Dry in the shade
  • Store on a well shaped hanger away from direct sunlight
  • Cool iron under cover cloth
  • Do not spray water during ironing
  • Iron from the backside of the product
  • Avoid perfume, hairspray and deodorant on product
  • Dry-cleanable

This information is to be used as a guide only.