FAQ

FAQ

Customer Service

Our customer service is available via phone or email during business hours: Monday-Friday 10am-6pm PST

Please allow 24 hours for our team to get back to you.

Return and Refund Policy

Holiday Return Policy

ORDERS PLACED BETWEEN WEDNESDAY, NOVEMBER 15, 2017, AND SUNDAY, DECEMBER 24, 2017, MAY BE RETURNED WITH REQUESTED & APPROVED RMA # THROUGH FRIDAY, JANUARY 5, 2018.

Return Policy

Unless otherwise noted in the product description, items purchased from Graf Lantz may be returned within 3 weeks after receipt for exchange or refund only if in original condition including tags and original packaging. Returns must be authorized by Graf Lantz. Please contact us at 310-560-2412 or email us at [email protected] We will issue an RA (Returned Authorization) number which needs to be included on your shipping label. Returns without an RA number will not be accepted. Graf Lantz is not responsible for any return shipping or handling fees. Please allow 7-10 business days for credit card refunds to appear on your statement after processing.
Please note: All clearance items specified as FINAL SALES are not eligible for return or exchanges.

Purchase Process

Click the "add to cart" button to put the item in your shopping cart, continue shopping if you want to buy more products. You can view and change your shopping cart anytime by clicking the "view cart" button. To finish the purchase click on the "proceed to checkout" button in your shopping cart and follow the instructions on the regarding billing, shipping, and credit card information. Make sure to match the card with the correct billing address! Click "complete" to finish the transaction. An email will be sent to you to confirm the purchase.

Image Photography

Our bags are made from durable merino wool felt and high quality tanned cow hides. Due to the unique characteristics of those materials, color inconsistencies may present themselves. We portray each of the products on our site as accurately as possible but realize that questions may still arise. If something isn't clear, please don't hesitate to contact our sales department [email protected] for support.

Shipping

We offer free ground shipping within the USA. The shipping charges for expedited and international orders are calculated at checkout. All products are shipped from Los Angeles. Orders are typically processed within 1-3 business days. Shipping times are determined by carrier.

Payment and security

Graf Lantz accepts Credit Card Payments as well as Paypal transactions.

We use a secure shopping cart. All personal information you enter will be processed through a secure server. All major credit cards and other forms of payment are accepted, a PayPal account is not necessary.

We add sales tax for orders shipped within California only. Buyers purchasing goods in other states are responsible for complying with local state tax laws.

Sale Price Adjustment Policy

Graf Lantz offers a sale price adjustment on items purchased up to 10 days prior to the commencement date of a sale. Adjustments must be claimed within 10 days of sale start date.

We are unable to offer price adjustments on items originally purchased on sale, with a discount code or on any special promotion items that are temporarily reduced in price.

No price adjustments are issued 2 weeks after sale.

 

Referral Program Policy

Graf Lantz appreciates how our friends and followers have spread the word for the past few years. We could never have grown the way we have without your word of mouth and want to start rewarding this.

We are excited to launch our referral program that allows you to give a 20% off coupon your friends, family, heck just someone walking down the street who complimented your bag. Please note that this code is only valid for first-time customers!

When the code has been used we will send you a 20% coupon code 10 days later valid on any purchase that doesn't include a discount code or promotional code already. Unfortunately, at this time the codes cannot be combined.

To set up a new account, if you haven't already, all you need to do is enter your e-mail.

International Shipping

Graf Lantz ships to many countries internationally.

Please note that all orders ship delivery duties unpaid (DDU). All Duties, Taxes and Customs will not be included in the item price or in our shipping cost at checkout.

The customer will be responsible for all duties, taxes and customs fees upon delivery.

If you are looking to estimate additional costs please contact your local customs office to calculate this.