havre de luxe.
Satisfaction Guarantee & 60-Day Returns
We hope you and your handbags will love our care products. If things do not work out, you have sixty days either way, so you can try them at home with real peace of mind.
Changed your mind
The product is unused and you would simply like to send it back.
See our returns policy
The product did not work as hoped
You have used it and are not happy with the result on your handbag.
See our satisfaction guarantee
60-day returns policy+
You have sixty days from receiving your order to request a return.
To be eligible
- The item is in the same condition you received it, unused and unworn.
- Tags are still attached and the original packaging is intact.
- You have your receipt or proof of purchase.
How to start a return
Email us at hey@havredeluxe.com. If your return is accepted, we will send you instructions on how and where to send your package. Please do wait for those instructions before posting anything, as parcels sent back without them cannot be accepted.
Return postage is not included. We do not provide free returns or prepaid return labels, so return and exchange shipping costs are yours to cover.
60-day satisfaction guarantee+
We want you to feel confident using our products on the handbags you care most about. The guarantee covers you when a product has been used properly and the result is not what you hoped for.
Using your products with confidence
- Try at homeFollow the guidance on the label, in your guidebooks, or any bespoke advice from our care team.
- Test firstAlways try the product on an inconspicuous area before applying more widely, and allow it to dry fully.
- Use your free samplesEvery Hardware Protector pack includes free samples, which are ideal for practising before you apply to the bag itself.
- Ask if you are unsureOur team is here by email, Instagram or WhatsApp, and we are always glad to talk something through before you begin.
If you are not satisfied+
- Document what happenedTake clear, time-stamped photographs of your handbag before and after using the product, showing the area you are concerned about.
- Get in touchEmail your photographs and a short description of what happened to hey@havredeluxe.com within sixty days of purchase.
- We will review itOur team will look at your case and come back to you. If it is approved, you can choose either a replacement product, or a refund to your original payment method.
Refunds+
We will let you know once we have received and inspected your return, and whether the refund has been approved.
If it is approved, you will be refunded automatically to your original payment method within forty-eight hours. Please bear in mind that your bank or card provider may take a little longer to process and post the refund at their end.
Damaged, faulty or incorrect items+
Please check your order when it arrives. If anything is defective or damaged, or if you have received the wrong item, contact us straight away so we can look into it and put it right.
Photographs of the item and the packaging help us resolve these quickly.
Items we cannot accept+
- Custom products, including special orders and personalised items.
- Sale items.
- Gift cards.
International returns, duties and taxes+
If an international order is returned to us because the duties and taxes were refused, a 30% restocking fee is deducted from the refund, along with the original postage cost.
Duties and taxes are set by your local authority rather than by us, and we have no control over them. Our shipping page sets out what to expect for your country before you order.
Your satisfaction, and your handbag's care, are always our priority. If you have a question at any point, please do get in touch. We would rather hear from you early than have you worry.
Contact us any time at hey@havredeluxe.com, on Instagram, or on WhatsApp. Your guidebooks also cover care and application in more detail.
