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FAQ

Frequently asked questions

My orders

How do I cancel or change my order?

For orders delivered to your home or to a relay point: Once your order has been validated and paid for, you can no longer modify or cancel it.
Unfortunately, I cannot change the delivery method, delivery address or payment method.
If you have made a mistake on one of the items ordered, you must wait until you receive your parcel, then return the item(s) concerned by Colissimo parcel post.
And if you’ve forgotten to order an item, please place a new order. Solution: if you want a replacement item, you can place your new order and request a refund at the same time.

How do I track my order?

As soon as the order is placed, you will receive a “shipment notification” email from the Boxtal carrier network with a carrier tracking number and a tracking link.

I can't place my order

I invite you to contact me via the contact form or by e-mail ainhoa.maroquinerie@gmail.com. I’ll get back to you as soon as possible.

Why has my order been cancelled?

Despite the care I take in preparing your orders, it is possible that one of them may be cancelled for reasons beyond my control (technical error, unforeseen stock shortage or the entry of the wrong delivery address).
In this case, please contact me via the contact form or by e-mail ainhoa.maroquinerie@gmail.com

Delivery & Returns

What are the delivery methods and times?

Packages are generally prepared within 2 working days of receipt of payment.
From this point onwards, shipping times vary according to the delivery method chosen, and will be specified by the carrier. Mainland France

  • Colissimo home delivery (within 48 to 72 hours): from €8.50
  • Delivery to Mondial Relay points (3 to 4 working days): from €3.60

Belgium

  • Delivengo home delivery (3 to 5 working days): from €9.70
  • Delivery to Mondial Relay points (3 to 4 working days): from €4.15

Germany

  • Delivengo home delivery (3 to 5 working days): from €9.70
  • Chronopost point relais delivery (2 to 4 working days): from €11.65

United Kingdom

  • Chronopost home delivery (within 48 to 72 hours): from €18.50
  • UPS Point Relay delivery (within 48 to 72 hours): from €23.20

Italy

  • Delivengo home delivery (3 to 5 working days): from €9.70
  • UPS Point Relay delivery (within 48 to 72 hours): from €17.20

Spain

  • Chronopost home delivery (2 to 4 working days): from €9.70
  • Delivery to Mondial Relay points (3 to 4 working days): from €5.65

What is the return policy?

From the moment you receive your package, you have 14 days to return it.
In the event of retraction, return costs are at the customer’s expense.
You will be offered a refund.

How do I return my order?

If you wish to return your order, please follow these steps: 1.
Download the return form 2. print your return form and insert it in the parcel
3. Return your items to Place your items in a shipping box and insert your returns slip inside (items must be returned undamaged and in their original packaging).

  • Return items to the following address: AINHOA Maroquinerie 50 chemin de Unamendi,64122 URRUGNE – to the post office by Colissimo Suivi – or schedule a pickup at laposte.fr/retourbal to have it picked up in your personal mailbox (make sure the return package fits in your mailbox).
  • Carefully keep the deposit slip provided by La Poste.
    In the event of a dispute, any claim without the slip (proof of Colissimo delivery) will be inadmissible.

How long does it take to get my money back?

Following withdrawal within the 14-day period for an online sale, reimbursement may be made within 14 days of the return of the goods.
The refund will be made as soon as possible after receipt of the return.

I received the wrong article

I invite you to contact me via the contact form or by e-mail ainhoa.maroquinerie@gmail.com. I’ll get back to you as soon as possible.

Payment

What payment methods are available?

You can pay for your purchases on the site by Visa, MasterCard, Amex or credit card.

Is my payment secure?

All your bank transactions are processed by the STRIPE secure online payment module.
A closed padlock appears in your browser window.
The beginning of the website address starts with https:// instead of http://, “s” to indicate that you are on a secure encrypted page.

Customer service

How can you contact me?

I invite you to contact me via the contact form or by e-mail ainhoa.maroquinerie@gmail.com.

Products & Maintenance

Where do leathers come from?

The leathers come from the French Remy Carriat tannery, world-renowned for their exceptional quality.

How do I care for my bags and accessories?

To care for your leather goods, here are a few essential tips:
REGULAR CLEANING
– Use a soft, dry cloth to wipe away dust and dirt.
– For more thorough cleaning, use mild soap and lukewarm water with a slightly damp cloth.
Then wipe with a dry cloth.
LEATHER MOISTURIZING
– Apply a special leather cream or balm regularly to keep leather supple and prevent it from drying out.
– Use circular movements and allow the product to penetrate before polishing with a clean cloth.
PROTECTION
– Use a leather protection spray to protect against stains and moisture.
– Avoid prolonged exposure to direct sunlight and excessive heat, which can discolor and dry out the leather.
APPROPRIATE STORAGE
– Store your leather goods in fabric covers to protect them from dust.
– Avoid plastic bags, which can trap moisture and encourage mildew.
– Store in a cool, dry place away from direct light.
CAREFUL HANDLING
– Avoid overloading leather bags and accessories to avoid deforming them.
– Always use appropriate handles and straps to avoid pulling on seams.
REPAIRS
– Contact a professional for any necessary repairs, such as replacing zippers or repairing seams.
– Do not attempt to repair major damage yourself, as this may make the situation worse.
By following these tips, you’ll extend the life and preserve the appearance of your high-end leather goods.

Is it possible to have a bag made to measure?

Yes, it takes 3 months to make a custom bag.
I invite you to contact me via the contact form or by e-mail ainhoa.maroquinerie@gmail.com

Is it possible to personalize a bag or an item?

Yes, please let me know the name of the model you prefer and the color.

Do you make belts?

Yes, I create belts on request only.
I invite you to contact me via the contact form or by e-mail ainhoa.maroquinerie@gmail.com

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