Our frequently asked questions
Can I Buy A Replacement Strap?
We do not retail straps separately so please look after your original strap. We can offer repairs on existing straps, but we do not hold stock of straps and therefore cannot replace them.
Where Can I Find Past Season Items?
Past season items can sometimes be located through one of our outlet stores. They can be contacted directly on the following email addresses and will be able to assist you with a phone order should they have stock available:
Will My Purchase Come With A Dust-Bag?
All bags will be packaged in an La Gallia protective dust-bag.
The Item I Want Is Out Of Stock, Where Can I Find It?
If an item is showing as out of stock online it may be available in one of our mainline stores instead. Please email us on firstname.lastname@example.org and we can check the availability for you.
I Have Lost My Dust-Bag, How Can I Get A Replacement?
We do not sell replacement dust-bags so please look after the original dust-bag that comes with your purchase. We recommend that you store your product in its protective box or dust-bag when it is not in use.
I Have Lost My Strap, Where Can I Buy Another One?
We do not retail straps separately, and therefore they cannot be purchased individually. We do offer a repairs service however should you experience any issues with your strap.
Get help with our online orders
Will An Invoice Be Sent With My Order?
Your invoice will be included in the documents wallet in your order.
Is Your Website Secure?
We follow strict privacy policies with any information given on our website, and can confirm that all payment methods are rigorously secure.
If you have any specific questions regarding this please contact us on email@example.com
Do You Offer A Next Day Delivery Service?
We do not offer a specific next day delivery service. We ship using Aramex delivery, which invariably arrives in two days within the GCC, but please note this is not guaranteed.
Can I Change My Shipping Address?
Once an order for a mainline item has been placed the delivery address cannot be changed so please ensure you have checked this before placing your order.
Learn more about our bespoke options
How Do I Personalize An Item Ordered Online?
Whilst this function is not currently enabled on all items on our website, personalization is still available.
Personalization takes 21 days from the date we approve your completed template so please be aware that your order will not be shipped until the embossing/engraving has been completed. Please note that personalization can only be applied at the time of purchase, and is not something that can be arranged once you have received the item.
Please ensure that you select the Personalization option when adding your item(s) to your basket and we will contact you with the relevant template(s) once your order has been received.
How Much Does Personalization Cost?
The additional charges for embossing/engraving are USD 300
How Long Does Personalization Take?
Embossing/Engraving takes 21 days from the day that we receive and approve your template.
Can I Pay Extra To Speed Up My Bespoke Order?
The lead times quoted for personalization are specific to the service chosen and we are unable to deliver these any quicker. The quality of this service is not something that we will compromise for speed, and we would encourage you to order these special items in plenty of time to allow for the lead times.
AFTERCARE & REPAIRS
Discover how to care for your bag
How Do I Look After My Product?
All the materials we source are meticulously selected for their high quality and luxurious nature. Our leathers are natural skins that age in different ways which we like to see as part of the material’s charm. However, natural skins and delicate materials are sensitive, need to be cared for and can react to humidity or water. Please take care to keep this product away from damp surroundings, including rain and note that salt and other atmospheric agents may cause permanent damage.
Should your product get wet, wipe with a soft cloth and allow to dry at room temperature. We recommend that you keep your product away from heat, harsh light, materials that could transfer their pigments and oil or alcohol based substances.
Do not place your product in direct sunlight or heat as it may cause the colour to fade. Please store your product in its protective box or dust bag when not in use.
We take care to source the finest, softest hair calfskin for our bags. As with all natural skins, a small amount of colour variation is usual and you will notice that the hair will start to shed eventually, which is a natural feature of this material.
Canvas is a strong and durable fabric, but if rubbed continuously some colour transfer may occur. Please keep your bag away from heat and damp and store it in its protective box or dust bag when you’re not using it.
Please note that there is a possibility that colour may transfer from dark-coloured clothing onto pale leather. We recommend avoiding wearing bags made from pale leathers with dark dyed fabrics such as indigo denim.
Our dégradé python is carefully hand-sprayed to create a graduated finish. As with all exotic skins, we recommend that you avoid heat and damp and store in its protective dust bag when you’re not using it.
Bags made from our exotic skins are designed to last for generations and will develop their own characteristics over time. Eventually skins may crease or lift slightly as the material ages. Colour irregularities are also typical and colour may fade or transfer naturally. Snakeskin is particularly sensitive to heat and humidity, so exposure to direct sunlight should be minimised.
We only source the finest rabbit and mink for our products but over time you may notice some of the hair sheds naturally. Should your product get wet, we recommend allowing it to dry naturally at room temperature. All fur is specialist clean only.
Our glitter fabric is a man-made fabric and over time the glitter may shed naturally. This is a characteristic of the material but can be reduced by avoiding excessive rubbing whenever possible.
All hardware has been specially crafted from the finest plated metals but the colour may fade naturally over time. We recommend that you try to avoid contact with rain, heat, oil, grease and alcohol to prevent damage.
Our leather skins are tanned and finished specifically for us and different leathers have varying characteristics. Over time you may see creasing or colour changes that are natural features of leather. If leathers are consistently exposed to harsh light, the product may experience some fading. We recommend that when not using your product you store it in a box or its protective dust bag for safe keeping.
We work with a famed Italian tannery to create our metallic leather by applying a delicate foil to the skin. You may notice a slight shedding of the metallic finish, especially if your product is exposed to wet conditions or worn against dark fabrics.
Our nylon is produced by an established Italian mill, founded in 1893 in Lake Como. Although this tough fabric is showerproof, we recommend you keep it away from excessive heat and water. Creases may develop with wear which is a natural quality of the fabric.
Colour changes or irregularities are a natural feature of patent leather and over time small creases may develop. Please avoid rubbing the trim against similar patent materials or fragile or lightly-coloured clothing, as colour transfer may occur.
On some of our styles we’ve added a flexible P.U backing to the leather to create strong, lightweight bags that don’t need an extra heavy lining. This technique uses extreme heat to fuse the fabrics together, so prolonged exposure to high temperatures could cause damage. Avoid leaving in direct sunlight and always store in a protective dust bag.
Silk & cashmere
Founded in 1946, the Italian factory that produces our silk and cashmere originally specialised in fine silk ties. Both the silk twill and light modal cashmere we use for our scarves are produced using traditional techniques and are marked and rolled by hand. Silk and cashmere are both delicate fabrics so may pill over time. To keep your scarf looking its best, handle with care and dry clean only.
Straw and raffia
Straw and raffia are natural products, so each one will have unique characteristics. Any embroidery or attachments will be delicate so please handle with care and store in a protective box or dust bag.
We use a double-tanning process to make sure the colour of our suede is as vibrant as possible. To ensure it stays looking its best, avoid contact with moisture and excessive heat and always store in a protective dust bag. Suede can be cleaned with a soft brush, but we don’t recommend using any chemical cleaning products. We recommend you take extra care when wearing with light-coloured materials to avoid colour transfer.
Do You Offer A Reconditioning Service?
We do not offer a reconditioning service on bags that need some TLC after years of faithful service, but if you have a repair request please send us an image to firstname.lastname@example.org and we will let you know if there is anything we can advise.
My Bag Has Broken, Can You Help?
We offer a free repairs service for any items up to 12 months after purchase upon submission of a valid proof of purchase.
For any items over 12 months old we can assess the repair and provide a quote for any work required. A valid proof of purchase will be required to proceed.
Please email some images of your bag, and the repair required to email@example.com so that we can liaise with our repair team and let you know how best to proceed.
Please be aware that repairs can take 6 to 8 weeks to complete, but we will always endeavor to have them back to you as soon as possible.