FAQ’s
Most frequently asked questionsCan I return an item?
Yes, you can return your item within 30 days of your delivery date. Please email esales@louenhide.com.au to receive your returns form.
Postage charges to return the products are the responsibility of the customer.
Postage charges to return the products are the responsibility of the customer.
Can I exchange my item?
Yes, if you need to exchange an item, the easiest way is to go ahead and purchase the new item you want and create a return for the item you wish to return. This ensures you get exactly what you're looking for as quickly as possible.
I'm trying to locate my order. How do I track the delivery?
Orders placed before 9am AEST Monday to Friday are shipped same day. You will receive a shipping confirmation email which will have a link to Track Your Order. Tracking data may not update straight away, so don’t be worried if it is still sitting as ‘awaiting carrier pickup’
How do I care for my Louehide bag?
We recommend that you use your Louenhide bag frequently to extend the life of your bag. To properly care for your beautiful Louenhide accessory, please consider the following steps when caring for your product:
- - Waterproof before use with a good-quality protector.
- - 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 mould.
- - Try not to over-fill your Louenhide bag, as carrying less weight will lengthen the life of your handbag and provide less stress on the handles.
- - If your product gets wet, remove any residual water immediately with a paper towel and leave it to air dry naturally.
- - PU/Vegan Leather products may produce colour transfer when damp or wet. Please ensure you are cautious when wearing with light coloured clothing.
- - Please be mindful that lighter coloured bags are prone to absorbing other dyes from clothing (like denim), so take care when wearing them together.
Please see the link to our Care Guide https://www.louenhide.com.au/pages/louenhide-care-guide
When will my order arrive?
Standard orders will be received within 5-7 working days for Australian customers.
Express orders will be received within 1-3 working days (depending on location)
Express orders will be received within 1-3 working days (depending on location)
If there is an issue with your order our customer service team will contact you by email and advise you of the updates.
I received a faulty/damaged item, what do I do?
If you have received a faulty or damaged item purchased on louenhide.com.au, please email esales@louenhide.com.au with your order number and photos of the item. Our customer service team will get back to you with the next steps.
Louenhide will happily send out a replacement in the event you have received a faulty item and pay for the return postage cost.
What is the warranty period?
Our 3-month warranty covers defects in materials and craftsmanship for our bags. If you encounter issues such as stitching failures, faulty zippers, or material defects within three months from the date of purchase, we will offer a refund or replacement.
What is not covered by the warranty?
The warranty does not cover:
- - Damage caused by misuse or unauthorized alterations.
- - Normal wear and tear, including scuffs, scratches, and colour fading.
- - Damage from exposure to extreme conditions or improper care.
- - Issues resulting from overloading the handbag or improper use.
Can I change/cancel my order?
If your order has been confirmed but not shipped (you have not received a shipping confirmation email), please email esales@louenhide.com.au with your order details.
Do you offer Corporate Gifting?
Yes, we have designed a seamless and hassle-free Corporate Gifting process. To see how it works, please visit the ‘Corporate Gifting’ link. https://www.louenhide.com.au/pages/corporate-gifting
What does multi-wear mean?
Multi-wear refers to a product that can be worn multiple ways. A multi-wear bag can be worn in multiple styles such as crossbody, over the shoulder, backpack, as a handbag or a clutch. They often have interchangeable detachable straps to convert the bag into a new style.
