New Moon Bag | Lime

Measurements
Length: 41 cm
Height: 27 cm
Width: 6 cm

Weight
+- 1.2 kg

Please note that all bags are hand-made, which may result in small variations in measurements by 1 or 2 centimeters.

All orders are processed in 1-4 business days from our office in Uluwatu, Indonesia. Internationals orders to Australia and New Zealand are shipped with DHL Express, orders within Indonesia are send via Gojek or a local courier. 

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

*This collection is available for domestic orders, as well as orders from Australia and New Zealand only.

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.

TIMINGS

Caring for Your Luana Bags: A Guide

At Luana, we believe in sustainability and quality, which is why our bags are crafted from upcycled materials in Bali. To ensure your Luana bag 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 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 bag. 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 bag while it’s wet, as it can stretch the handles. Also avoid direct sunlight or heat.

Important note
Shield from excessive sunlight as this can fade the color of your Luana bag. 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 bag with cold water until it's completely removed.

Storage
When you are not using your Luana bag, you can store it in your Luana dust bag. Preferably in a dry and cold place.

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.