FAQ

If you like to purchase our articles you have to order online choosing the items you are interested in to your cart. Once you have finished, click to the upper cart icon to proceed with introduction of your contact details and the payment.

If a product is sold out you will be able to leave your contact details and therefore you will receive automatically an e-mail notification as soon as the sold out item is back in stock again.

scharlau.com is very sorry that your gift did not work for you. Please contact our customer service for assistance returning the item. They will need some information in order to pull up the account that the gift was purchased on. You will have to provide their phone number, first and last name, or email address

Any gift item being returned will be refunded to the original purchaser's method of payment; you cannot obtain a store credit for a returned gift item. However, we can definitely process a gift exchange for you for another item. Please contact SCHARLAU Customer Team at customerservice01@scharlau.com for assistance.

scharlau.com accepts credit and debit cards.

The following credit and debit cards can be used as payment:

• VISA
• MasterCard
• American Express
• PayPal

We also accept payments via bank transfers: if you prefer to make the payment by bank transfer, please contact us at the email address customerservice01@scharlau.com informing us of the items you want to buy and we will send you the invoice with the bank details to make the payment.

There are certain payment methods we do not accept:

• Cheques or postal orders
• Cash in any currency

scharlau.com takes great pride in offering a safe and secure online shopping experience. We also respect your privacy and we're committed to protecting it.

Yes refunds of personalized products are allowed through the metal plate. The plate can be easily removed and exchanged.

On the other hand, if the product is customized by engraving with fire with the customer's initials, returns are not allowed.

Exchanging the personalized plate is very easy. The plate is placed on a piece of skin inside the article. The plate has four "windows" that are stuck in the four visible cuts on the piece of skin. Once you have entered through the cuts, you must fold the four "windows" for the sides, so that they are flat and the plate is firmly secured.

Your combination lock is preset to open at 0-0.

To reset the combination:

1. Turn the dials to the opening combination (0-0 for the first time).
2. Press the buckle all the way and hold it there. Then turn the dials to your own desired combination. (Do not let go the buckle while setting the dials).
3. Release the buckle. Your lock is now ready to open at your own personal combination.
4. Keep your combination in a safe and accesible place for future reference.

After an order you automatically receive an order confirmation via e-mail to your account e-mail address. If you have not received an order confirmation, it may have the following reasons:

• The e-mail was filtered to your SPAM folder.
• The provided e-mail address was faulty.
• The order was not successful.

An order can only be modified before dispatch. Please ask our customer service for advice.

After placing an order, you will receive an order confirmation. In 24-48 hours and once is shipped you will be informed directly from our transport agency.

Our goods are shipped by DHL. You will receive the tracking number in your dispatch confirmation via e-mail. With your tracking number, you get automated online updates about the current status of your order.

Yes, we sell our products worldwide.

You can track your shipment with the tracking number you will receive by email after the shipment has been made.

All products are checked and carefully packed by our shipping personnel. Nevertheless, should an item arrive damaged or faulty, we will replace it or refund, of course. Please contact our customer service and fill in Return authorization Form. If possible please add a photo of the damage.

For standard shipping, you should receive your order within 5-7 business days.

Care instructions for leather bags:
Our leather products have been made with care from genuine leather. The leather texture is naturally generated and will develop a rich patina over time. Any variations in the colour and grain are a result of the natural characteristics of the leather. Keep the product dry and avoid contact with damp or wet surfaces. Limit the exposure to direct heat or sunlight. To clean the product, just wipe it with a soft, dry cloth. Do not use any chemical cleaners to care for the product. Optional care, but not essential: With a soft brush, a colourless cream can be applied regularly to leather areas

Care instructions for fabric bags:
Clean the outside fabric with a slightly wet cloth. Do not bleach. Do not soak in water. Hang in a shady place.