Longchamn Customer Service Policy

At Longchamn, we are committed to delivering an exceptional shopping experience that mirrors the quality and elegance of our products—from the moment you browse our collection to long after your purchase. This Customer Service Policy outlines the support, guarantees, and guidelines we provide to ensure your satisfaction, and we welcome you to reach out with any questions at our dedicated service email: [email protected].

1. Returns & Exchanges

We want you to love every Longchamn piece you choose. If a product doesn’t meet your expectations, we offer flexible return and exchange options, subject to the following terms:

  • Eligibility: Items must be returned within 30 days of delivery, in their original, unused condition—with all tags, packaging (e.g., dust bags for handbags, shoe boxes), and authenticity cards intact. Final-sale items (marked clearly on product pages) are not eligible for returns or exchanges.
  • Process: To initiate a return or exchange, email [email protected] with your order number, product name, and reason for return. Our team will respond within 24-48 business hours with a prepaid return label (for orders within the continental U.S.) and step-by-step instructions.
  • Refunds & Exchanges: Once we receive and inspect your returned item (typically 3-5 business days after delivery to our warehouse), we will process:
  • Refunds: Issued to your original payment method within 5-7 business days. Please note that bank processing times may vary.
  • Exchanges: Shipped free of charge once your return is approved. We will confirm the exchange shipment with a tracking number.

2. Order Inquiries & Tracking

  • Order Confirmation: You will receive an email confirmation immediately after placing an order, including your order number and a summary of purchased items. If you do not receive this email within 1 hour, check your spam folder or contact [email protected] to verify your order status.
  • Shipping Updates: Once your order ships, we will send a tracking email with a link to monitor delivery progress (provided by our trusted carriers, including FedEx and DHL). Standard shipping typically takes 3-5 business days (U.S.) and 7-10 business days (international).
  • Order Modifications/Cancellations: We aim to process orders quickly, but modifications (e.g., changing sizes, updating shipping addresses) or cancellations may be requested within 2 hours of placing your order. Email [email protected] with your order number and request—we will confirm if changes are possible.

3. Product Care & Warranty

Longchamn products are crafted with premium materials and artisanal care, and we stand behind their quality with a 1-year limited warranty (from the date of purchase) against manufacturing defects (e.g., faulty stitching, hardware malfunctions). The warranty does not cover:

  • Normal wear and tear (e.g., scuffs on leather, sole wear on footwear).
  • Damage from improper use, neglect, or unauthorized repairs.
  • Items purchased from third-party retailers (warranty claims for these items must be directed to the original seller).

To file a warranty claim: Email [email protected] with your order number, photos of the defect, and a description of the issue. Our team will assess your claim within 3-5 business days and provide options (e.g., repair, replacement, or store credit) based on the defect’s nature.

4. Privacy & Data Protection

We respect your privacy and are committed to protecting your personal information (e.g., name, contact details, payment data). All data collected during your shopping experience is used solely to process orders, deliver customer service, and (with your consent) share updates on new collections or exclusive offers. We never sell or share your information with third parties for marketing purposes. For full details, please review our (link to privacy policy—customizable based on your website structure).

5. Accessibility & Support Channels

Our customer service team is available to assist you Monday-Friday, 9:00 AM-6:00 PM ET. You can reach us via:

  • Email: [email protected] (our primary support channel, with 24-48 business hour response times).
  • Phone: For urgent inquiries, call +1 (800) LONGCHAMN (available Monday-Friday, 10:00 AM-5:00 PM ET).
  • Live Chat: Accessible via our website (bottom-right corner) during business hours for real-time assistance with order questions or product recommendations.

6. Feedback & Concerns

Your feedback helps us improve. If you have a concern about your experience—whether with a product, service, or team interaction—please email [email protected] with details. Our Customer Experience Manager will personally review your feedback and follow up to resolve any issues to your satisfaction.

At Longchamn, your trust is our priority. We strive to make every interaction with our brand as refined and reliable as the products we create. Thank you for choosing Longchamn.