HELP & FAQ
▼ Handling and precautions for the bag
Q. Please tell me about the handling and precautions of the bag.
A.Because this product is made from natural materials, it is strong, flexible, and has a rich expression. However, there are also fine scratches and wrinkles made by animals crawling on the ground.
Depending on the material, the color may fade or transfer due to getting wet with water or strong friction.
Please be careful when bringing light-colored clothes.
In addition, the color may fade due to exposure to the sun during use, or it may darken due to the absorption of oil from your hands. Please note that this is a characteristic of natural leather that changes over time.
You can enjoy being a part of your life while feeling the process of changing to your liking.
This product is made from natural leather.
It is durable, flexible and expressive.
There are some small irregularities in the hide but we hope you enjoy them as
part of the product's unique character.
Please be aware that possible changes in color or discoloration may occur due
to moisture or strong friction depending on the material being used.
Please be careful about contact when wearing light-coloured clothing.
Extended exposure to the sun may cause the color to fade.
In the course of wear, the natural oils from your body may be absorbed and
darken the leather.
Please note that these are all characteristics of natural leather used over time.
Please enjoy this process in your own way as the item becomes a part of your life.
▼About orders and delivery
Q.I haven't received an order completion email. Have you placed your order?
A.If your order has been successfully completed, we will send an "order completion email (automatically sent)" to the email address you used when placing your order. If you do not receive the email, please check your spam box. In addition, we recommend that you set the reception permission for the following e-mail addresses in advance.
Automatic email address: firstname.lastname@example.org
*It may take some time to send the email.
Q.Can I change the size or color after completing the order?
A.Due to the specifications of the ordering system, it is not possible to change the details of an order once confirmed. Also, please note that we cannot accept cancellations of orders due to customer convenience.
Q.Can I cancel my order?
A.Please note that we cannot accept cancellations of orders for personal reasons.
Q.Is it possible to send separate orders together?
A. Due to the specifications of the ordering system, we ship products by order number. Items with different order numbers cannot be shipped together. Please note.
Q.Please tell me about shipping.
We will ship the product within 5 business days after confirming your order or confirming your payment.
■ Precautions regarding delivery
・Business days are weekdays, excluding Saturdays, Sundays, national holidays, and year-end and New Year holidays. We do not ship products outside business hours.
・It may take longer than usual during Obon, GW, year-end and New Year holidays, etc. We will inform you on SNS and site news each time.
・As soon as the delivery is completed, we will send you a shipping completion email.
・It may take some time depending on traffic conditions, weather, and area. Also, delivery to remote islands may take time.
*Overseas shipping: If the purchase amount is less than 20,000 yen (including tax) per order, it may be shipped by surface mail.
Q.Please tell me about the shipping fee.
A. Shipping is free.
Q.Can I change the shipping address after confirming the order?
A.It is possible to change the shipping address before the product is shipped. Please contact us using the inquiry form after entering your shipping address information after the change as shown below.
Address after change:
*Changes cannot be accepted if the product has already been shipped.
*Please check the shipping company and invoice number (tracking number) in the order completion email, and request a change of delivery address to the shipping company's business contact.
Q.Please tell me about the payment method.
A.You can pay by credit card. Please refer to the following for each payment method.
We accept VISA / Master card / AMEX.
Q. When will payment occur?
A. You will be billed after confirming your order.
Q.Is it possible to change the payment method after completing the order?
A.Due to the specifications of the ordering system, it is not possible to change the payment method once confirmed. Thank you for your understanding.
Q.An error occurred when I selected a credit card.
A.If the payment is not completed and an error occurs, the following causes can be considered.
・There is an error in the registration of card information (card number, security code, etc.)
・The card has expired
・Payment refusal by credit card company
*Courtney Orla cannot identify the cause, so please ask your credit card company for details.
▼About returns and exchanges
Q.Can I return or exchange an item?
A.Please note that, as a general rule, Courtney Orla does not accept returns or exchanges for customer convenience. Returns and exchanges due to initial defects are only accepted within 7 days after the product arrives. We will bear the shipping fee for exchanging defective products. When you receive the product, please be sure to check the condition of the product.
If you wish to return or exchange an item, please be sure to fill in the [order number] and [product name] on the "Inquiry Form" and send it back.
<If we cannot accept returns or exchanges>
・Items with initial defects that have passed 7 days after delivery
・ Reasons such as the appearance of the product, such as color and shape, differing from the image
・Reasons such as damage, scratches, or stains on the cosmetic box (excluding significant damage caused by trouble during delivery, etc.)
・In addition, when we judge that we can not respond
・Products purchased at stores other than Courtney Orla
Q.Can I cancel my order?
A.Please note that, as a general rule, Courtney Orla cannot cancel orders for personal reasons. In addition, we cannot accept order cancellations after shipment preparations have started.