Frequently Asked Questions

1How much does delivery cost?
For a standard delivery in the UK delivery is free. For a next day service the cost if £6.99 If you live in Europe delivery costs £15.For delivery outside of Europe cost of £30.
2How long will my order take to arrive?
UK orders free delivery is on a 2-4 day service. A next day service is available at an extra charge. Deliveries to Europe take 7-10 days, deliveries to The Rest of the World 1 to 2 weeks. We make every effort to ensure your delivery arrives on time. However, from time to time, couriers or the Royal Mail may experience delays in transit which are beyond our control. In this situation, we are required to abide by the terms and conditions of the delivery company in question. If your order has been affected by delays, we will work to ensure your products are delivered as soon as possible; however, Lappella will not be liable for any losses caused as a result of such delay.
3What should I do if I want to change the delivery address?
Please note, we are usually able to change your address up to the point your order has been despatched. Whether we are able to change your address depends on your delivery service and it may incur additional fees. After your order has been despatched we are unable to change an incorrect delivery address and can therefore not take responsibility for lost or delayed orders. It is important that the addresses supplied by you to us are accurate.
4What happens if I am not in when my parcel arrives?
You are responsible for making arrangements to receive the goods and if the goods are held at the post office or delivery company's depot because no one was available when the goods were delivered then it is your responsibility to swiftly collect the goods.
5What happens if the parcel is damaged when it arrives?
If you believe that a package has been tampered with or damaged during transit, it is your responsibility to refuse to sign for the goods and contact us immediately on contact@lappella.com. Please retain all packaging. We will not have any responsibility for any loss or damage which occurs to the goods after delivery. A signature and confirmation of receipt constitutes completion of delivery.
6What happens if my parcel doesn’t arrive?
If your parcel does not arrive for any reason please allow the following times for us to to make a claim. Courier: We have to wait 3 working days before we are able to class an order as lost in transit and send out a replacement. Royal Mail UK: If your parcel cannot be located at your local Royal Mail Collection Depot we have to wait 10 business working days to be able to make a claim for your goods being lost in transit. Royal Mail for deliveries to Europe: Please allow 20 business working days from the expected delivery date for us to make a claim. Royal Mail for deliveries to the rest of the world: Please allow 25 business working days from the expected delivery date for delivery. If your parcel does not arrive within the time frames detailed above from the expected delivery date then please contact us on contact@lappella.com. We will endeavour to resolve the problem as quickly as possible. You are responsible for making arrangements to receive the goods and if the goods are held at the post office or delivery company's depot because no one was available when the goods were delivered then it is your responsibility to swiftly collect the goods. It is important that the addresses supplied by you to us are accurate. If your parcel does not arrive within the time frames detailed above from the expected delivery date then please contact us on contact@lappella.com. We will endeavour to resolve the problem as quickly as possible.
7I live outside of the UK, will I be liable for any duty charged?
In certain countries deliveries are subject to customs, legal, regulatory and certain practical restrictions. You are responsible for paying any additional taxes, fees or levies, import duty or other fees associated with formal customs entry when the good arrive in your country, before your local customs authority will release the goods to you. Please ensure that you enter the correct international delivery address and postcode. If the address is entered incorrectly or if customs duties or formal customs entry procedures are required, the delivery may be delayed. We are unable to take responsibility for these issues. Customs policies vary widely from country to country, therefore you are advised to check the local requirements in your country when placing an order.
8What happens if I don’t pay the customs duty?
If you refuse to pay these charges, what happens to the goods is out of our control. If the goods are returned to us due to non- payment of charges and we have to pay the charges we will refund the difference between the cost price and the import charges. We will also deduct the delivery charge.
9How do I raise a dispute?
Please use the contact form at the top of the website. Lappella will always try to resolve complaints as quickly as possible. However, if we’ve not resolved your complaint to your satisfaction, you can refer the issue to the independent “Alternative Dispute Resolution” service provided by The Retail Ombudsman (see the Ombudsman’s website here). Provided your complaint is in their remit, they will investigate your complaint free of charge. If you have purchased your goods online, you also have the right to pursue Online Dispute Resolution (“ODR”) through the ODR Platform, accessible via the following url: https://ec.europa.eu/odr. Please note that although you have the right to bring a complaint to The Retail Ombudsman, or through the ODR Platform, Lappella is not legally bound to comply with the ADR/ODR process and, therefore, shall be entitled to not to participate in the event that you do bring such a claim.
10Can I exchange?
Please note we do not offer exchanges for items ordered you will have to place a new order. A refund will be issued on receipt of return of your original order.
11What are the Guarantees?
All our products are handmade by skilled craftsmen who carefully produce Lappella accessories from high quality leathers. Leather is a natural product, an animal skin containing individual marks and blemishes that enhance the natural beauty of the item. There will be natural wear and tear through use, however should you find a manufacturing fault within 6 months of receipt of your product you can return the item for full credit. In the unlikely case of this happening please contact our returns department at contact@lappella.com with the details of the fault. We will email you a returns form to complete to send back with your product.
12What happens when Ordering?
You will receive confirmation via email once your order has been received. We reserve the right to restrict the amount of products you may order and to refuse an order for any reason. By ordering from Lappella.com you consent for us to contact you to update you with the status of your order, as well as periodically contact you with updates to the Website. For more details on this, please consult our privacy policy.
13How do I place an order?
The order process is as follows. Shop our website by browsing through our products. Click on the image to access the individual item's product page where you will be given information on sizing, colour options and availability. Add an item to your shopping basket by clicking the "Add to Bag" button on the product page. Review the items you have chosen in your shopping bag, or at the checkout. To delete an item from your shopping bag, click on the "Remove" button next to the item. You can continue shopping by selecting the "Continue Shopping" button. You can also view the items in your basket whilst you continue shopping, by clicking on the "Shopping Basket" icon at the top of the homepage. When you have completed your order select "Checkout" and then follow the steps indicated. A final check is given by clicking on the "Complete Your Order" button and wait for the order conformation page to appear. You will also receive an order confirmation email with details of your order shortly after we have received it. Please be advised that placing an item in your basket but not confirming payment still allows it to be purchased by another customer so please complete your order as soon as possible. You will receive confirmation via email once your order has been received. We reserve the right to restrict the amount of products you may order and to refuse an order for any reason. Should you need further assistance with placing an order please email contact@lappella.com
14What happens if I make a mistake when ordering?
Any errors on your order can be amended up to the point at which you click on "Complete Your Order" on the Payment Page of our order process. We are unable to amend/change orders once they have been submitted. If you have made an error with your order details please cancel your original order (see the returns procedure below) and place a new order with the correct details. If you need assistance with an order placed, please email contact@lappella.com
15What happens if someone identifies my e-mail address and password for my account?
You are responsible for keeping your personal details and password confidential and secure. If you have any reason to suspect that your password has become known by someone else, has been or is likely to be used without your authorisation, you should change your password or contact us immediately. Lappella shall not be liable to any person for any costs or damage which may arise as a result of any failure by you to protect your password or account.
16What payment methods are available to use?
We accept payment by PayPal, or in Sterling by credit or debit card. We accept secure online payments from all major debit and credit cards with the exception of American Express. Your full credit card details are not held on our database We are unable to accept payment via cheque or any method other than those listed above. Credit Card payment is taken when your order is packed at our warehouse. All payment is processed in GBP. The order reflects current pricing and stock levels. To protect our customers from fraudulent credit card use, all orders are subject to security screening and if any irregularities are found, the order may not be processed. The actual price charged to non-UK customers is subject to the exchange rate applied by the customer's credit or debit card company.
17 I live outside the UK Can I pay in another currency?
All prices are displayed, and orders settled in, GBP Sterling. For customers ordering form outside of the UK we are not liable for any currency exchange rates that may be levied by your bank. All refunds are processed in GBP Sterling. And may be subject to a further currency change at the point of a refund being issued.
18Will my personal information be shared with Third Parties?
All the details that you give are used by ourselves only and never shared or sold to any other third party. We will however, keep your records on file for any future correspondence if appropriate.
19Is my personal information supplied safe?
All online orders are encrypted using the universally recognised USC SSL security system and no credit card details are retained. We will take all reasonable care to keep the details of your order and payment secure. But in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.
20What happens if the specifications of the item received appears to different from that shown on the website?
We attempt to ensure that information on this Web Site is complete, accurate and current. Despite our efforts, the information on this Web Site may occasionally be inaccurate, incomplete or out of date. The weights and dimensions are approximate only. Colours of our products that appear on the website. Colours will vary depending on your monitor and we cannot guarantee that the colour shown will accurately reflect the colour of the product on delivery. Please note that the delivery times are only estimates and cannot be guaranteed. Packaging may vary from that shown. We reserve the right to not supply orders where the product information, price or product has been incorrectly published. Lappella disclaims all warranties, express or implied, as to the accuracy of the information contained in any of the materials on this All features, content, specifications, products and prices of products depicted on this Web Site are subject to change at any time without notice. You can of course return your item within 30 days in its original condition with tags.
21Can I return an order?
Please read our returns policy
 
 

Product - Frequently Asked Questions

1How to clean a leather handbag?
To clean your leather handbag, start by wiping it down with a soft, dry cloth to remove any dirt or debris. Next, dampen a clean cloth with water and gently wipe down the leather, being careful not to saturate it. For tougher stains or spots, you can use a mild soap or Lappella's leather cleaner specifically designed for cleaning leather. Apply the cleaner to a soft cloth and gently rub the affected area, being careful not to scrub too hard. Once you have cleaned the leather, use a clean, dry cloth to remove any excess moisture and allow the bag to air dry in a cool, dry place. Finally, you can use Lappella's leather conditioner to restore the bag's natural oils and protect it from future damage. Always test any cleaning product on a small, inconspicuous area first to ensure that it does not damage the leather.
2How to clean a leather purse?
To clean your leather handbag, start by wiping it down with a soft, dry cloth to remove any dirt or debris. Next, dampen a clean cloth with water and gently wipe down the leather, being careful not to saturate it. For tougher stains or spots, you can use a mild soap or Lappella's leather cleaner specifically designed for cleaning leather. Apply the cleaner to a soft cloth and gently rub the affected area, being careful not to scrub too hard. Once you have cleaned the leather, use a clean, dry cloth to remove any excess moisture and allow the bag to air dry in a cool, dry place. Finally, you can use Lappella's leather conditioner to restore the bag's natural oils and protect it from future damage. Always test any cleaning product on a small, inconspicuous area first to ensure that it does not damage the leather.
3How to get pen off a leather Handbag?
If you have a pen stain on your leather handbag, act quickly to remove it before it sets in. First, try wiping the stain gently with a clean, dry cloth to see if you can remove any excess ink. If the stain is still there, you can try using a small amount of rubbing alcohol or white vinegar on a clean, soft cloth. Dab the cloth on the stain, being careful not to saturate the leather, and then wipe gently to remove the ink. Another option is to use a leather cleaner specifically designed for removing stains, following the instructions carefully. Once you have removed the stain, wipe the area with a clean, damp cloth to remove any cleaning residue, and then use a leather conditioner to protect the leather and restore its natural oils. Always test any cleaning product on a small, inconspicuous area first to ensure that it does not damage the leather.
4Can I wash a leather handbag ?
No, it is not recommended to wash a leather handbag with water as it can cause the leather to warp, discolor or even crack. Instead, you can spot clean the leather with a damp cloth and mild soap, using gentle circular motions. Always test any cleaning product on a small, inconspicuous area first to ensure that it does not damage the leather. For tough stains or spills, it is best to take the handbag to a professional leather cleaner who has experience in cleaning and restoring leather items. Regular maintenance, such as using a leather conditioner and protecting the bag from extreme temperatures, moisture and direct sunlight can help prolong the life of the handbag and maintain its appearance.
5How to clean a light coloured leather handbag ?
Cleaning a light-colored leather handbag requires special care to avoid staining or discoloring the leather. First, use a soft-bristled brush or a clean, dry cloth to remove any dirt or dust from the surface of the handbag. Next, use a damp, clean cloth to gently wipe down the leather, being careful not to saturate it with water. If there are any tough stains, you can use a mild soap or Lappella's leather cleaner specifically designed for light-colored leather. Apply the soap or cleaner to a soft cloth and gently rub the affected area, being careful not to scrub too hard. Once you have cleaned the leather, use a clean, damp cloth to remove any excess soap or cleaner, and then use a dry cloth to remove any excess moisture. Allow the handbag to air dry in a cool, dry place away from direct sunlight or heat. Finally, use lappella's leather conditioner specifically formulated for light-colored leather to restore the bag's natural oils and protect it from future damage. Always test any cleaning product on a small, inconspicuous area first to ensure that it does not damage the leather.
6How to polish a leather handbag ?
To polish your leather handbag, first, make sure that the surface is clean and free of any dirt or debris. Next, apply a small amount of leather polish or cream onto a soft, clean cloth. Rub the polish into the leather in circular motions, being careful not to apply too much pressure. Pay special attention to any scuffs or scratches, as the polish can help to conceal them. Once you have polished the entire surface of the handbag, allow the polish to dry for a few minutes. Then, use a clean, dry cloth to buff the surface of the leather, removing any excess polish and creating a nice shine. Finally, use a leather conditioner to restore the natural oils of the leather and protect it from future damage. Always test any new product on a small, inconspicuous area first to ensure that it does not damage or discolor the leather.
7How to get creases out of a leather handbag ?
Creases in leather handbags can occur from regular use or improper storage. Here are a few tips to help get creases out of your leather handbag:

Use heat: Place a cloth over the creased area and use a hair dryer on low heat to gently warm the leather. Once the leather is warm, use your hands to gently massage the creased area, working the leather back into its original shape.
Use a damp cloth: Dampen a clean cloth with water and place it over the creased area. Use a warm iron on the cloth for a few seconds, being careful not to touch the leather directly. Once the leather has warmed up, use your hands to gently massage the creased area back into shape.
Use a leather conditioner: Apply a small amount of leather conditioner to the creased area and use your fingers to massage it into the leather. This will help to soften the leather and make it more pliable, making it easier to work out the creases.
Stuff the handbag: Stuff your handbag with tissue paper or a soft cloth to help it maintain its shape while it is being stored. This will help to prevent future creases from forming.

It's important to note that not all creases can be completely removed from leather handbags, and attempting to remove them can sometimes cause further damage. Always test any new product or technique on a small, inconspicuous area first to ensure that it does not damage the leather.
8How to get watermarks out of a leather handbag ?
Watermarks can be a common problem with leather handbags, especially if they are not properly protected from moisture. Here are a few tips to help get watermarks out of your leather handbag:

Use a clean cloth: Dampen a clean cloth with water and gently wipe the entire surface of the handbag. This will help to even out any water stains or marks on the leather.
Use vinegar: Dampen a clean cloth with equal parts of white vinegar and water, and gently rub the affected area. Allow the solution to sit on the leather for a few minutes before wiping it away with a clean, damp cloth. This will help to remove any remaining water stains and neutralize any odors.
Use leather conditioner: Apply a small amount of leather conditioner to the affected area and use your fingers to massage it into the leather. This will help to restore the natural oils of the leather and help to prevent future water damage.

It's important to note that not all watermarks can be completely removed from leather handbags, and attempting to remove them can sometimes cause further damage. Always test any new product or technique on a small, inconspicuous area first to ensure that it does not damage the leather.
9How to get rid of a musty smell on a leather handbag ?
A musty smell can be a common problem with leather handbags, especially if they are not stored properly. Here are a few tips to help get rid of the musty smell from your leather handbag:

Use baking soda: Fill a small bag or container with baking soda and place it inside the handbag. Leave it for a few days, allowing the baking soda to absorb the musty smell. Remove the baking soda and discard it.
Use white vinegar: Dampen a clean cloth with equal parts of white vinegar and water, and gently wipe down the entire surface of the handbag. Allow the handbag to air dry in a cool, dry place away from direct sunlight or heat. The vinegar will help to neutralize any odors.
Use activated charcoal: Place a small bag or container of activated charcoal inside the handbag and leave it for a few days. The activated charcoal will help to absorb any musty odors.
Use leather conditioner: Apply a small amount of leather conditioner to the affected area and use your fingers to massage it into the leather. This will help to restore the natural oils of the leather and help to remove any musty smell.

It's important to note that not all odors can be completely removed from leather handbags, and attempting to remove them can sometimes cause further damage. Always test any new product or technique on a small, inconspicuous area first to ensure that it does not damage the leather.
10How to protect leather handbag ?
Protecting your leather handbag is important to keep it looking its best and extend its lifespan. Here are a few tips to help protect your leather handbag, including Lappella's leather protector:

Use a leather protector: Lappella's leather protector is a specially formulated spray designed to protect leather from water, stains, and other types of damage. Simply spray the protector evenly over the entire surface of the handbag, holding the can about 6-8 inches away. Allow it to dry completely before using the handbag. This will help to create a barrier that repels moisture and prevents stains.
Store it properly: When you're not using your handbag, store it in a cool, dry place away from direct sunlight or heat. Use a dust bag or cotton pillowcase to protect it from dust and other particles.
Avoid extreme temperatures: Leather can be sensitive to extreme temperatures, so avoid exposing your handbag to excessive heat or cold.
Keep it clean: Regularly clean your leather handbag with a soft, dry cloth to remove any dirt or debris. Use a leather cleaner specifically designed for cleaning leather to remove any tough stains or spots.

By following these tips and using Lappella's leather protector, you can help to protect your leather handbag from damage and keep it looking beautiful for years to come.
11Can I put shoe polish on a leather handbag?
No, it is not recommended to put shoe polish on a leather handbag. Shoe polish is designed for use on shoes, and the chemicals and pigments in shoe polish can cause damage or discoloration to leather handbags. Instead, use Lappella's leather conditioner or polish specifically designed for use on leather handbags. These products are formulated to be gentle on leather and will help to nourish, protect and restore the natural oils of the leather. Always test any new product or technique on a small, inconspicuous area first to ensure that it does not damage or discolor the leather.