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  • How do I place an order?
    You may select the desired product and ADD TO CART. You can continue shopping, or VIEW CART and then Proceed to Checkout. At checkout, you can either log into your account, create an account or checkout as a guest.
  • How fast will my order be processed?
    We process all orders of items we have in stock placed before 12PM (on non-holiday weekdays) 1 - 2 business days after the order is placed. Please note that we do not process, ship or deliver orders on Saturdays, Sundays or on holidays. Orders placed on these days will be processed the following business day. Delivery is dependent on our forwarder and can be subject to delays.
  • Can I cancel or modify my order?
    We process and complete orders as quickly as possible. If you have any modification requests or need to cancel, please contact us as soon as possible after placing your order. We cannot guarantee that we will be able to cancel or modify, but we will try our best to accommodate all requests.
  • What do I do if I am interested in a product that is sold out?
    For products that are sold out, please find the Waitlist button on the product pages of our website and add your email address to the Waitlist. Once the product is back in stock, we will contact you via email.
  • I received my order and an item was damaged.
    We are happy to help with damaged items up to 30 days after receiving the items. Please email pictures, a brief description of the damage, the order number and your shipping information to We will follow-up with next steps as soon as possible. LaLuz will determine the best resolution and may ask to see a product in person before making a decision. Please note that LaLuz is not responsible for normal wear and tear, such as staining or dye fading.
  • How is my credit card information saved?
    We do not store any of your credit card information on our website or servers.
  • How do I redeem my merchandise credit?
    When you return for a LaLuz Merchandise Credit, you will receive an email from us with your Merchandise Credit number. Do not lose this number and treat it as cash. During checkout, you will see a box in the Payment section where you can add your merchandise credit to your order. After entering, you will be able to either complete your order or pay the balance due.
  • What is LaLuz’s Merchandise Credit policy?
    LaLuz Merchandise Credit received for returns does not expire.
  • I placed an order with LaLuz credit. Can I get a refund to my card?
    Orders made with credit can only be refunded via credit. If an order is partially paid for with credit, we can only offer a credit card refund for the amount charged to the credit card.
  • What is LaLuz’s warranty policy?
    At this time, LaLuz’s warranty policy is only available for Swiss orders. For any international orders, we will handle on a case by case basis. LaLuz is committed to the quality of our products with a one year warranty policy. The LaLuz warranty is automatically in effect upon purchase of any LaLuz products. The warranty guarantees that the products meet the standards of usability, reliability and durability. The warranty does not apply in case of: - theft or loss; - intentional damage; - damages as a result of improper usage such as scratching, bumping or falling; - normal wear and tear or aging of the used materials; - damages as a result of neglected care. If general wear and tear has affected the products’ appearance, we suggest visiting a leather care professional for refurbishment The warranty no longer applies in case a third party performed repair works or other works on the product.
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