FAQ’S

HOW DO I TAKE CARE OF THE BAG TO AVOID DAMAGES?

 

POST PURCHASE CARE
– Store your bag in a cool, dry place to keep the leather from flaking.
– Avoid contact with water, per fume or any chemical substances.
– Wood is prone to dent, scratches and may also break if the bag falls. Bags are delicate we would request you to take extra precaution to avoid any damage.
– Tuck the shoulder strap inside of the bag as this can leave dents and marks on wood/leather.
– After every usage, store your leather bags in an upright position in their dust bag, and store them in a cool, dark place away from direct sunlight. This will protect it and keep it from fading.
– We recommend cleaning your bag after every use with a clean, dry cloth or you may use a leather conditioner regularly to prevent flaking just on leather.
– As the nature of wood doesn’t allow flexibility – adding extra things may not close the bag and closing the bag forcefully may damage the mechanism.
– Avoid any friction of the outer hardware with rough sur faces, zippers and jewelry as it may cause scratches.
– Let them breath. The longer you leave your leather pieces untreated, the harder it will be clean them so take out your leather bag and air it.

 

WHAT ARE YOUR REPAIR & MAINTENANCE POLICIES?

 

Retail Stores:
In case you have made the purchase from any retail stores, kindly get in touch with the store where the purchase was made.

Our Website:
We are happy to provide any repair service. Our team will be happy to guide you through sending in your item for repair.
Please note: repairs may be chargeable under certain conditions.

Steps to follow –
Please WhatsApp on +91 9051052052 and let us know the reason for repair or you could email us on info@duetluxury.com for any assistance.
Once we receive the request, our team will get back by letting you know if the damage is repairable
Please ship the item to us in proper packaging in the below address and call us if you need any assistance.
Duetluxury
11/3H Canal Circular Road
Via Gurudas Dutta Garden Lane
Ultadanga
Kolkata 700067
India, West Bengal

Packaging Instruction : Bubble wrap the item and pack it in a sturdy box, Tuck the shoulder strap inside to avoid dents and marks in transit. Mark ‘Fragile’ on the outer box.
Please allow up to 20 working days for your item to be repaired.
Once the repair has been completed, your item will be shipped back to your address and an advisor will contact you.

After Purchase Maintenance:
Our dear valuable clients, DuetLuxury has the pleasure to launch its “after-sales” maintenance service to ensure full customer satisfaction and the longest durability and care for our products. In case your bag needs repair, maintenance, or advice on how to take care of it, we will be more than happy to help you; we are only a message away. Customer satisfaction is our aim.

Kindly email us on info@duetluxury.com or WhatsApp on +91 9051052052 and our team will contact you with a repair estimate.

 

HOW CAN I EXCHANGE DUETLUXURY ITEM ?

Please note we do not accept any returns, however we do offer an exchange policy provided any following conditions are met –
Damage in transit (to be checked at the time of delivery)
Defective/tampered packaging (please check at the time of delivery)
Defective/damaged product received (We must be notified within 3 days of receipt of parcel)
The return courier will be borne by the customer, and must be sent in the same packaging as received.
NOTE: Since all products are handmade using various kinds of natural materials like wood, semi-precious stones and leather, there may be slight variations in the nature/ texture or color which should not be considered as defect as it is a natural characteristic.
Since different computer screens may have different color resolutions, we cannot guarantee the exact color as shown on the website

 

CAN I REQUEST FOR A PERSONALISED MESSAGE AT THE TIME OF PURCHASE?

During your online checkout, you will have the option to include a personalized gift message which will automatically exclude mentioning the price from the order invoice. This custom gift note will be sent inside the packaging.

 

HOW DO I CHANGE MY DELIVERY ADDRESS?

Please send in your request on info@duetluxury.com, alternatively you can WhatsApp us on +91 9051052052. Once the item is shipped, changing the address will be chargeable.

 

SHIPPING TIME & COSTS?

Please visit our Shipping and Return policy page for more details

 

DUTIES & TAXES ?

Please visit our Shipping and Return policy page for more details

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