Frequently Asked Questions
Where does Mlouye ship to?
We ship worldwide. Your order will be carefully packaged and delivered wherever is most convenient for you.
How much does shipping cost?
Shipping is free on orders over $100 USD.
Do I have to pay duties and taxes?
We cover duties and taxes for shipments to all countries. You won't pay additional fees beyond the product price.
When will my purchase ship?
In-stock items typically ship out 1-2 business days after the order is placed (or if it’s a pre-order, then on the date specified on the product page).
How long will it take my package to arrive?
Delivery takes between 2-4 business days depending on your location, you can check the country list on the shipping page.
Pre-order items will be processed like a normal order but shipped at a later date. Date is specified on the product page and you will receive a confirmation once your order has been shipped.
For orders that contain an in-stock item, your order will be shipped separately so you receive your in-stock item right away. No additional postage charged will be incurred.
How can i track my order?
You can track your package by using the Shipping Confirmation email that we send as soon as your order begins its journey. Please allow 2 business days to receive your shipment notification email after placing your order.
Where do you ship from?
Your order will be shipped to you from one of our warehouses in Europe.
What is your return policy?
We want you to be completely satisfied with your purchase. If you change your mind for any reason, you are welcome to return it back to us within 14 days of receiving it. Simply contact email@example.com to start a return, our team will assist you.
For more information on our returns policy please visit our returns page.
Try from the comfort of your home. We will collect from your home, work or an alternative address. Exchanges are free. Please note we accept one exchange shipment per purchase. Subsequent exchanges will be subject to shipping charges of US$30 per item.
Orders & Payment
If a product is not in stock, when will it be available again?
Our stock is updated regularly. If the item you would like to purchase is not available, you can place a backorder(if it is available), or you can always sign up to our waiting list to be notified when the item becomes available again.
Which payment methods does Mlouye accept?
We currently accept Mastercard, Visa, American Express, PayPal, AliPay, UnionPay and WeChat Pay. All payments made on www.mlouye.com are secure - we use the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available) - and we do not store any of your payment information.
Can I change or cancel my order?
We process our orders very quickly and unfortunately cannot typically make changes after an order has been placed. If you notice the mistake straight away, though, please send us an email at firstname.lastname@example.org to see if a modification can be made.
Where can I find my invoice?
Your invoice will be sent by email along with your confirmation. You can download your invoice using the link in the order confirmation email.
Products & Guarantee
Where are the products made?
Mlouye’s raison d'être is to design and create objects that inspire, produced to last. Our strategy of achieving a quality object is based on creative freedom, exceptional know-how, elevated craftsmanship, precious materials, and sustainability. Our approach requires these subjects to be taken into account at every stage, from design to manufacturing. To be fully dedicated to our strategy and to fulfill our never ending-demand for quality and sustainability, we produce our bags in our production facility in Istanbul, Turkey. You can find more about our production from the link below:
How is your Mlouye made?
What materials do you use?
All Mlouye goods are made from high quality full-grain leather. We select the highest-grade hides, because the character of good leather underlines the quality of design, and it is the most important decision for the subsequent quality of our products.
We source the leather from LWG Gold Rated tanneries in Italy.
LWG (Leather Working Group) is an independent group of member brands, retailers, and leather manufacturers that work together to maintain environmental stewardship protocols specifically for the leather manufacturing industry. The objectives of this group are to develop and maintain protocols that assess the environmental compliance and performance capabilities of leather manufactures and to promote sustainable and appropriate environmental business practices within the leather industry. LWG’S auditors carry out audits on tanneries in terms of environmental protocols. Material sourced from LWG Gold Certified tanneries carries a higher rating.
How should I care for my Mlouye?
Because our products are carefully crafted with the very best materials, they can last a long time with the proper care. To prolong the enjoyment of your Mlouye bag we recommend the following:
Keep your product in the provided dust bag, fully stuffed and standing upright. This will preserve the integrity of the design and protect the bag from being marked. Avoid your bag from water, if exposed to water, leave wet leather to dry naturally, never use artificial heat. In the event your bag is soiled, try gently dabbing the leather with a clean, dump cloth. For more serious cleaning, the best option is to take your bag to a trusted leather goods repair shop.
Every Mlouye product comes with a lifetime guarantee. Our commitment to exceptional quality and craftsmanship extends to the service you and your products receive. We therefore offer a full manufacturer's guarantee against defects. We will happily replace or repair your product in as timely a period as possible. Contact email@example.com and we’ll take care of you!