ASK ME ANYTHING
HOW TO SHOP AND PLACE AN ORDER
Do I need an account to place an order?
No, simply having an email address is enough to place and follow up on orders. However, for a quicker checkout, easy access to your wish list, and updates about your orders, we suggest creating an account.
By setting up an account and making a purchase, you’ll automatically become a part of our rewards program, Access. Each item you purchase brings you nearer to unlocking special rewards – ranging from early access to sales and priority customer support to limitless free shipping and your very own personal stylist.
What if I forget my password?
Click on the “forgot your password” link on our Sign In page and provide your email address. You’ll receive an email with instructions on how to reset your password.
How can I get email updates?
Keep up to date with our new products, trends, and exclusive deals by providing your email address at the bottom of our homepage. You can manage your email preferences in your account settings.
How can I place an order on your site?
Here are the steps:
1. Select a category or brand from the top navigation menu or use the search function to find a specific style or brand.
2. Choose the item you want and click “Add To Bag”. Once you’ve added all the items you want, proceed to checkout.
3. Sign in to your account or, if you haven’t created one yet, continue as a guest.
4. Provide your address, payment method, and delivery details to finalize your order. We’ll confirm the order and it will be meticulously prepared and shipped to you, with updates at every stage.
Can I place an order over the phone?
Absolutely. Our international Customer Service team will be glad to help you with this.
Can I cancel my order or modify it?
Yes, you may be able to cancel some items before we process your order. Go to Orders & Returns, or if you placed an order as a guest and want to make changes, enter your guest order details here.
You can’t add items to an existing order, but you can place a new order for any additional items. For more details, visit our Orders & Deliveries page.
PAYMEN & PRICNG
On our website, you can select the currency you prefer for payment, and the price may fluctuate due to exchange rate variations. Compared to the original style, our price is less than a 10% increase.
Which currencies can I use for shopping?
This is determined by your delivery destination and will be displayed at checkout before you finalize your order. If your local currency is not available, your order will be charged in USD at a competitive exchange rate.
When will my card be charged?
If you pay with a debit card, cryptocurrency, or PayPal, the payment will be processed when you place your order.
What payment methods do you accept?
We accept the following payment methods:
– Visa
– MasterCard
– Maestro
– American Express
– Discover
– Diners
– JCB
– JDpay (only available in China Mainland)
– PayPal
– Apple Pay
– Afterpay (only available in the United States and Australia)
– Alipay (only available in the United States, Canada, China Mainland, Hong Kong SAR, and Macau SAR)
– HB Pay (only available in China Mainland and Hong Kong)
– Klarna (Instalments* only available in the United States, UK, Italy, and France; Sofort only available in Germany, Austria, Switzerland, and Belgium)
– WeChat (only available in China Mainland, Hong Kong SAR, and Macau SAR)
– UnionPay
– iDEAL (only available in the Netherlands)
– Boleto (only available in Brazil)
– Cryptocurrency (the full list of accepted cryptocurrencies can be found here)
In selected countries, we offer payment in installments through Klarna and Afterpay.
In Brazil, we only accept credit card installments as a method of payment.
Will my personal details stay safe?
Yes, your personal details will remain safe. We prioritize your privacy and confidentiality. We only share your data with third parties when we have your consent or when it is legally required. For more detailed information, you can refer to our privacy policy.
Can I trust that your website is secure and protected?
Excellent inquiry. The SSL encryption employed on our checkout page guarantees the utmost privacy for your browsing and shopping information.
PRODUCT AVAILABILITY, QUALITY AND PACKAGING
What happens if my item is out of stock?
During peak sales on promotional days, popular products may run out of stock. In such cases, we will notify you via email. You have the option to either cancel the unavailable item and receive a refund or select an alternative item from our shop.
Can I remove the item from the shopping cart?
Yes, you can remove an item from your basket if the order has not been placed yet.
Are Sutra Bag items quality guaranteed?
The bags we offer are 1:1 replicas, all produced by the original luxury brand factories. The leather and metal accessories are identical to the original bags, making them hard to distinguish. You can purchase with confidence. The price is less than 10% of the original.
How will my order be packaged?
Your order will be carefully prepared in a protective package.
It includes a 1:1 original packaging box, identical to the original box. You can purchase with confidence. What you get is exactly the original version you intend to buy.
DELIVERY, DUTIES AND TAXES
Do you ship internationally?
Absolutely! We provide shipping services to the majority of countries worldwide. To confirm if your country is eligible, please visit our Shipping page. In case you are unable to find your country in the available options, please don’t hesitate to reach out to us at [email protected].
How long will it take to receive my order?
Once your order is confirmed, we’ll send it within 2 business days. Depending on your location and selected delivery method, delivery can take 2-7 business days. We’ll email you with the tracking information and an estimated delivery date when each item is sent.
You can also track your order by heading to Orders & Returns in your account. Opted for guest checkout? Track your guest order here
Remember that international destinations may experience different delivery durations.
If the goods are shipped from a warehouse near the purchase location, there will be no customs duties. Shipping will be arranged based on the inventory of the nearest warehouse.
Shipping Time:
Here are the estimated shipping periods for your order. We offer free worldwide shipping on all order without limit amount.
- North America (3-7 days)
- South America (3-7 days)
- Europe (3-5 days)
- Asia (2-5 days)
- Oceania (2-5 days)
- Africa (3-5 days)
Warehouse Processing Time:
For items currently in stock, please consider an additional 1-2 days for warehouse processing before estimating the total delivery time.
Please be aware that shipments will be delivered without duty and tax paid. According to local custom policies, customers are responsible for settling any import (customs) duties and/or taxes. Note that taxes are more likely to apply to orders shipped via express shipping.
Ensure you provide accurate address details, including street/building numbers, name, phone number, and email, as our carriers may not guarantee safe delivery to certain addresses.
Shipping Address Limitations:
Exercise caution when using PO.BOX/APO/FPO/DPO addresses for all countries/regions, as these addresses can lead to lost packages and shipping delays. Delivery times may be extended for specific locations such as Hawaii, Alaska, Puerto Rico, American Samoa, Guam, Northern Mariana Islands, Virgin Islands, and European islands and territories. Contact customer service for expedited shipping options, which may involve additional shipping costs.
Express Shipping Note:
Express shipping does not support delivery to PO.BOX/APO/FPO/DPO addresses. Remote islands may experience slower shipping times and additional fees may apply for remote delivery.
Failed Delivery:
Additional Information:
Where do you ship your products from？
Our products are dispatched from various warehouses in different countries, including the United Kingdom, the United States, Germany, and China. When we ship your order, it will be sent from the warehouse that has the relevant stock available at that time. This ensures that your delivery is as quick and efficient as possible. It’s important to note that, in order to speed up the delivery process, your order may be divided and shipped from multiple warehouses.
RETURNS & REFUNDS
What is your return and exchange policy?
You can request an exchange or return for online purchases made on Anna Lux Bag within 30 days from the date you received your item(s), excluding final sale items and gifts. To be eligible, the items must be in their original packaging, unworn, undamaged, and in resalable condition (i.e., no creases or wear on soles).
Please note that for all countries taxes, duties are non-refundable.
How do I return my item?
You can contact our customer service. When we receive your return request, our customer service will assist you with the process.
Does my order need to be returned in the Anna Lux Bag package it arrived in?
We recommend returning your item in the reusable Anna Lux Bag package provided, but if you’re unable to do that, please find a suitable box so that items are returned in perfect condition. Items must be returned undamaged and unused, with all tags attached, including original packaging and branded boxes.
When will I receive my refund?
You can track your return by using the tracking number assigned to your Return Label. Once your return has been received, it can take up to 6 calendar days to process. As soon as it’s accepted, we’ll send you a confirmation email.
Your refund will be processed to your original payment method. This can take up to 14 days to show in your account, depending on your payment provider.
Can I return items even if they have been worn, damaged or if the original packaging and tags are lost?
To initiate a return or exchange, please ensure that the items meet the following criteria:
The items must be in perfect condition, which means they should be unworn, undamaged, and in their original packaging.
There should be no signs of wear and tear, such as creases, stains, or damage.Please note the following:
1.Do not send your return to the address on the original package, as it is not the designated return address. Sending it there may cause a delay in the refund or exchange process.
2. Before shipping your return, please double-check that you are returning Anna Lux Bag products. We cannot accept responsibility for the return of non-Anna Lux Bagitems.
3. If you receive a damaged or defective item, please contact Anna Lux Bag Customer Service within 24 hours of receiving the package.
How can I make a payment?
You can make a payment directly on our website through the checkout page. We accept major payment methods such as PayPal, Visa, Mastercard, and other popular credit cards.
Which countries do you ship to?
We ship worldwide.
How long will it take to receive my order?
Once payment is completed, your order will typically arrive within 5-10 business days. Our warehouse processing time is 1-3 business days, and shipping usually takes 3-7 business days. We use reliable carriers such as DHL, FedEx, and UPS.
Why are your bags more expensive than others?
Sutra bag hope you find products that offer great value, where quality is the key to your satisfaction and trust.
Sutra bag offers bags made with the same leather and hardware as the originals, and we provide faster shipping options.
We understand that our customers don’t want products that are easily recognizable as fakes. They want bags that are nearly identical to the originals, and that’s exactly the level of service we provide.
Why does the payment link redirect during checkout?
Please note that due to potential copyright concerns, the payment page may redirect several times during the process. This is part of our secure payment protocol to ensure we can continue offering high-quality products and services. We appreciate your understanding.
Rest assured, your funds are safe. Once payment is successful, you will receive an order confirmation.
What are the differences between your bags and the originals?
At Sutra bag, we offer 1:1 replica bags, crafted with the same leather and hardware as the originals.
Purchasing from Sutra bag allows you to enjoy the luxurious feel and experience, complete with original gift boxes packaging.
