Bag Straps

Measurements
Length: 80 cm
Height: 10 cm
Width: 0.3 cm

Weight
+- 0.8 kg

Please note that all bags are hand-made, which may result in small variations in measurements.

TIMINGS

All orders are processed in 1-4 business days from our office. Please be aware that we have two different collections, coming from different parts of the world. This will have an effect on the shipping time, and may be customs or duty responsibilities, of your order. 

Some items (like our phone straps and bag straps) are stocked in both our offices in Indonesia and the Netherlands. Depending on your location, we will ship your item from the warehouse closest to you.

The shipping times will adjust accordingly. In case an item you want is out of stock in the warehouse closest to your location, you can leave your contact details by clicking on the "notify me" button, and we will update you as soon as we restock the item

Indonesia, Bali office

Items from our Bali office can be shipped domestically within Bali and Indonesia using Gojek or a local courier. For orders to Australia and New Zealand, we use DHL Express International. Please note: we do not offer worldwide shipping for items from our Indonesian office yet. 

The Netherlands, Amsterdam office 

All international orders are shipped with DHL Express, orders in the Netherlands are sent via PostNL.

Please familiarise yourself with our Shipping policy and timings before placing your order with us:

 
SHIPPING POLICY

Customs and Duties Responsibility: We cannot assume responsibility for any fees or taxes associated with customs and duties. Customers are advised to familiarize themselves with these charges independently.

Product Safety and Security: We do not accept liability for products that are lost, stolen, or damaged during transit.

Unclaimed International Orders: International orders left unclaimed will be returned to our facility, and customers will be responsible for the costs associated with re-delivery.

Parcel Delivery Protocol: Please note that we are unable to leave parcels unattended. In the event that no one is available to receive the package, it will be held for your collection at the nearest local post office.

Address Verification Prior to Shipment: Once an order has been dispatched, we are unable to reorder. Therefore, it is crucial to thoroughly review and confirm the accuracy of the provided shipping address before finalising your order.

Caring for Your Luana Items: A Guide

At Luana, we believe in sustainability and quality, which is why our Bali Collection is crafted from upcycled materials in Bali. To ensure your Luana item remains in pristine condition and retains its unique charm, follow these simple care instructions:

How to wash?
Important: do not place in the washing machine. Handwash your Luana bag strap in a bath of lukewarm water, using detergent for delicate items. Do not rub the bags and let it rest in the water for about 5 to 10 minutes. After bathing your bag, rinse it with cold, clean water. Make sure all detergent is removed from the strap. Then let it dry on between two clean towels, to absorb the water. Again, don’t wring, twits or rub the bag as this will change it’s shape. Important note: don’t hang the strap while it’s wet, as it can stretch. Also avoid direct sunlight or heat.

Important note
Shield from excessive sunlight as this can fade the color of your Luana bag strap. Which we absolutely want to avoid. ;)

Stains
Oeps, this can happen. Don't worry, we can fix it. Avoid rubbing against the stain. Instead, apply a stain remover gently to the affected area. Let it sit for about 10-15 minutes, following the specific instructions provided with your remover. Rinse the stain remover from the strap with cold water until it's completely removed.

Protect
Be careful with pointy and sharp objects, since this can rip the fabric.

Return
At Luana, we stand behind the quality of our hand-crafted bags and accessories. For the Bali collection, we make use of recycled and upcycled fabrics. Please kindly note, that any irregularities or imperfections result from the fabric's characteristics and the handmade crochet process, adding to the intrinsic uniqueness of each bag. This cannot be considered as an indicator of a faulty item.

Note that we carefully inspect all items before sending, to make sure that no faulty items leave our warehouse.

Please note that made-to-order bags, tailored to your specific preferences, cannot be returned as they are uniquely crafted for you.

If you are not satisfied with your purchase, please send an email to hi@luanabags.com with the reason for return.

Timeframe
You may submit a request a refund within 7 days after your original purchase date.

Valid Return Reasons:
Returns are only accepted if:
- The product is defective or damaged upon receipt.
- There is an error in the order made by Luana Bags.
- Returns for reasons other than product defects or order errors, such as a change of mind, are not accepted.

Condition of the returned item(s)
The returned item is unused and in its original condition with tags attached.

Shipping costs
The customer is responsible for the shipping costs of returns unless the product is defective or there is an error in the order made by Luana Bags.

International custom charges
The cost of taxes incurred when returning an item to Indonesia or the Netherlands, is the responsibility of the customer unless the return is due to an error on our part or the item is faulty from the factory. Luana does not have any control over these charges and are unable to advise what they will be, as it is based on your own countries regulations & compliances. For further information, please contact your local customs office.

Refunds
We will send you an email to notify you that we have received your returned item(s). After inspection of the received item(s), we will notify you of the approval or rejection of your refund. If the refund is approved, a full refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Refused returns
If we refuse the refund, we will deduct the shipping cost from your store credit.

Lost return
We recommend using a secure and traceable shipping method for your returns. In the event that a return does not reach us, we cannot be held responsible for it.

Change of delivery address
The shipping address for your order is shown in the checkout and on your order confirmation and shipping confirmation emails. In the event that an incorrect address was entered, address changes can only made until the order begins processing. Luana cannot accommodate all address change requests. Furthermore, we are not responsible for orders shipped to an incorrect or invalid address and is not liable for any loss associated.

Late or missing refund
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

Return Procedure: Please contact our customer service at hi@luanabags.com to initiate your return request. You will receive further instructions on how to return your product. 

If you still have any questions, please feel free to email those to hi@luanabags.com as it’s very important for us that this process is as fair and streamlined as possible.