Frequently questions

FREQUENTLY QUESTIONS

WE RESOLVE YOUR DOUBTS

  • ORDERS
    • How can I place an order?

      To place an order, explore our product catalogue and add your selected products to the virtual bag. You may choose a category from the navigation menu.

      In every product section you will find detailed information on each item, such as product description and composition, as well as available colours and personalising options.

      • Once in the article page, select colour and personalise as you wish.
      • Add the product to the bag.
      • You may place an order creating an account, logging into your user account if you already have one, or as a guest user.
      • Fill in your delivery address and select a payment method.
      • Check that all the information is correct and click on the “Purchase” button.
      • Once your purchase has been accepted you will receive confirmation by email with all the order details.

    • How can I personalise my product?

      You should select the product you wish and click on the “Personalise” button. A drop down menu will open showing all available options:

      • Stamped initials: your initials can be heat-stamped in silver, gold, pink gold or with no colour.
      • Colour lettering: You may add your name or initials to be engraved with our qualitative leather printing technique. Just choose out of the colours and typographies available at the web.
      • Handwritten: add your name or initials with a leather printing technique.
      • Illustrations: You may choose an illustration out of our collections to be added with a leather printing technique.

    • What are Special Requests?

      If you’d like to personalise your product in a special way, or add your own unique design, please contact us through specialrequests@lafloid.com. We will analyse your request so that it can be accomplished in the best possible way.

    • Why should I open an account?

      With a user account you can speed up the purchase process, check your order history, reset your password, change your personal data, add products to your Wishlist, correct any errors that may arise when filling in your data, subscribe to our Newsletter, add comments and other procedures related to your purchases.

    • What payment methods are available?

      At www.lafloid.com you may pay with a credit or debit card, PayPal or Klarna (pay in instalments).

  • DELIVERY
    • How long until my order arrives?

      Estimated delivery time for non personalised products is 2 to 5 working days. For personalised products it should take 4 to 7 days depending on location. For further information related to deliveries and returns please check our Delivery and Return policies in our Terms and Conditions.

    • Are there any delivery costs?

      For orders above 350€, delivery will be free of charge.
      Orders below 350€ will have a delivery cost that will vary depending on location.
      Please note that all orders sent to the Canary Islands, the UK or out of the EU may incur duties placed by local governments.

  • DELIVERY DETAILS
    • How can I track my order?

      Once the purchase is completed, we will request an email and mobile phone number to ensure a safe delivery and to enable you to follow up on your order.
      For special circumstances please contact us at contact@lafloid.com.

  • CHANGES AND RETURNS
    • May I return a product?

      If for whatever reason you are not pleased with your purchase, non personalised products may be returned free of charge, as long as they have not been used and are sent in maximum 28 days within receipt.

    • How should I return a product?

      To request a return, kindly fill in this return form. After the return form has been sent, we will contact you providing instructions to proceed with the return process.

    • What are your return policies?

      You may return a product following instructions included in our Cancellation and Return Policy.
      All items must be returned in perfect condition.

    • When will I be reimbursed for my return?

      We will reimburse you within a maximum timespan of fourteen (14) working days and in the same payment method used in the purchase process.
      However, the time required to process the refund may vary depending on the bank that issued the credit card, and the amount will be refunded into the same account from which the payment was made.

  • PRODUCT PERCEPTION
    • Are the colours displayed on the web identical to the real thing?

      We have placed a great effort to display our products in the most precise manner. However, products may suffer slight variations in colour in respect to the images shown on our webpage, for example due to the differences in resolution amongst different devices. Even though we can’t guarantee your device shows exactly the same colour as the physical product, we will do everything in our hands for the images to be as accurate as possible.

    • Will the product personalisation be exactly the same as displayed on the web?

      Placement on the physical products of any personalisation offered may be subject to small variation in terms of where it’s finally placed vs. how it is shown on the webpage. The reason for this is that we craft each handbag by hand and each one is somehow different from the rest. Position, size and colour of your personalisation may be subject to slight variations when printed on the real product.

  • PRODUCT INFORMATION
    • How should I look after my product?

      We only use carefully selected leathers that comply with our strict sustainability standards and they need to be looked after with care.

      • We recommend articles to be stored in their pouch when not in use.
      • Avoid all contact with abrasive substances, perfume, makeup, lotions, oil, hydro-alcoholic gel, ...
      • Protect your bag from direct exposure to sunlight, heat or any contact with water.
      • We don’t recommend wearing light coloured leather products with dark colour garments.
      • Avoid using standard leather cleaning products as they main ruin our leather.

    • How are Lafloïd products made?

      All products in our collection have been 100% handmade by renown professionals in the industry, are based on modern designs applying traditional handcrafting and always apply sustainable practices.

  • REPAIR SERVICE
    • Can my product be repaired?

      All our products have been made according to strict quality standards and, if looked after with care, should last over time in top conditions.
      We offer an alteration and repair service free of charge for bags that have suffered damage within two months from the date of purchase. This free service does not apply to other products.

      Please contact our customer service by email at contact@lafloid.com for any queries regarding a repair service. Please note that not all repairs are possible, but we will do our best to meet your needs.

  • CUSTOMER SERVICE