Authenticity & Assurance

Close-up of leather grain, fine stitching and brass hardware — A CLOSER LOOKAI-generated editorial image

AUTHENTICITY & TRANSPARENCY

Confidence begins with the details.

Clear product information helps you make a considered choice. Use this guide to understand what to check, what to ask, and how to contact us if something needs clarification.

Three things to check before ordering

The bag itself

Review the front, sides, base, interior and hardware. Check the stated style, dimensions, material and colour. Ask for clarification when lighting or screen differences make a detail unclear.

What comes with it

Confirm the packaging, dust bag, straps, cards, purchase receipts and authentication documents for the individual item. Accessories that are not expressly listed should not be assumed to be included.

Written information

Keep the listing and any written confirmation from client services. A brand name, model reference or single photograph does not, by itself, establish authenticity.

Authentication and supporting documents

If you need a purchase receipt, provenance information or an independent authentication report, ask before ordering. Confirm what is available for that item, who issued it and how it can be checked. Availability varies; an enquiry option is not a promise that every item includes the same certificate.

Item-specific assurance

Condition, prior use, repairs and included accessories should be confirmed against the individual listing and written correspondence. Brand references identify the goods; they do not imply that this store is operated or endorsed by those brands.

If you have a concern after delivery

Keep the item and packaging as received
Photograph the parcel, unpacking, item, relevant details and included accessories. Keep labels and packaging while the concern is being clarified.
Gather the relevant information
Have your order number, product link and clear photographs ready. If you have obtained an independent opinion, include the report and the issuer’s details.
Contact client services
Use the email, LINE or WhatsApp links on our contact page, or the on-site chat. Refer to the specific order so that the next verification steps can be discussed.

A clear route for each concern

Your concern	Useful information	Next step
Style, size or a change of mind	Order reference, delivery date, item condition and included accessories	Explain the return request and check the region, order terms and statutory rights. Ordinary returns and product problems are considered separately.
Wrong item or not as described	Listing link, order reference, clear photographs and the specific difference	Explain how the received item differs from the listing so client services can discuss verification and the next steps.
Authenticity concerns	Specific concerns, detailed photographs and any independent opinion with issuer details	Submit the information for review and discuss whether physical examination or further documents are needed. Keep the correspondence.
Transit damage or missing accessories	Outer packaging, tracking details, item and accessory photographs, plus any opening record	Report what you found so client services can discuss the issue against the order and delivery records.

Before sending an item back, confirm the receiving address, shipping method, included accessories and shipping costs; retain tracking evidence. Do not send it to a brand boutique or an address belonging to another website. Where a refund is due, confirm the amount, payment channel and relevant charges. Arrival of funds depends on subsequent processing and the payment provider.

Records help us understand the issue

Keeping packaging, tags, accessories and correspondence supports a review. These suggestions are not conditions that remove statutory return rights, quality claims or other legal remedies. Service arrangements do not reduce rights granted by applicable law.

Common questions

Does every item include an authentication certificate?

No universal certificate should be assumed. Confirm the available documents for the specific item before ordering.

Does a concern automatically qualify for a return or compensation?

Contact client services with the order reference and supporting information. Keep the item and accessories available for review. Return conditions, evidence, shipping costs and remedies depend on the order and applicable law; see the concern-specific guidance above.

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