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FAQ

LANCASTER THE BRAND

Where did the Lancaster brand come from?

Lancaster is a French leather goods brand. Created in the heart of Paris in the 1990's, it has developed all over France and now boasts an international presence. Its most representative figures, including the artistic director, have not changed since its creation.

What does the Lancaster brand sell?

Lancaster is a leather goods brand. We offer all types of bags (totes, satchels, rucksacks, clutch bags, etc.), small leather goods (wallets, purses, etc.), luggage for women and for men, as well as accessories (nourishing balm, cleansing milk, umbrellas).

Are there any Lancaster shops in France? Where?

A flagship Lancaster shop also opened in 2012 at number 422 rue Saint Honoré, in the 8th district of Paris.

Where can I buy a Lancaster bag in France?

You can find the Lancaster collections in our own shops as well as our retailers (see "Points of sale" section), and of course on the Internet thanks to our online shop.

Where can I buy a Lancaster bag abroad?

A list of all our authorised distributors abroad is available in the "Points of sale" section of our website.

Where can I see the visuals of Lancaster advertising campaigns (again)?

You can find all the latest news about Lancaster as well as the visuals for most of our campaigns on our Facebook page, as well as our press publications in our "Press" section. To view all of our makings of, visit our YouTube page.

Do I need to waterproof my full grain leather bag?

Our full grain calfskin leather is a raw, supple, high quality material. A thin layer of aniline, which guarantees suppleness and authenticity, protects it. If you want to, you can waterproof your leather bags to provide them with increased protection from external elements. In this case, we recommend that you ask a specialist shoemaker, who will advise you on the use of the most suitable products. However, this step isn't essential, as the quality of leather resides essentially in the particularity of its natural wear and evolution by your side over time. These variations in colour and texture will give it a charm highly appreciated by connoisseurs.

Are Lancaster bags made in France?

Lancaster produces some of its goods in France and has remained faithful and sensitive to the tradition of the country's leather working industry, which has become increasingly rare. However, it has also opened up to production abroad for some of its ranges. Our specifications as well as our quality assurance follow strict and set standards that do not vary according to the manufacturing location. In the interest of equity, we of course use the same quality raw materials regardless of the manufacturing location of our leather goods.

If my Lancaster bag needs repairing but is no longer under guarantee, what can I do?

Even without a guarantee, you can send your defective Lancaster item to our After Sales service (S.A.V. Lancaster - 95 rue du Parc, 93130 Noisy-le-Sec). We will then send you a quote for repairing your item. If you accept the quote, your item will be repaired and returned to you at our cost.

Do Lancaster bags ever go on sale?

Some Lancaster items may go on sale during the sale period or for other events, in shops or online, the decision being taken by our retailers or by us.

LANCASTER PRODUCTS

ONLINE SHOP www.lancaster.com

I can't place an order via the online shop, what can I do?

First of all, please note that you can only order from mainland France, Belgium, Luxembourg, Great Britain, Finland, Denmark, Sweden, Austria, Germany, Italy, Portugal, Spain, the Netherlands, Ireland and Norway. Make sure you have a good Internet connection. If you have any other issues, please contact our web service at the following address: infoweb@lancaster.fr.

How many days will it take for me to receive my Lancaster bag ordered from the online shop?

If you place your order before noon (12h), your parcel will be dispatched on the same day, otherwise it will leave our warehouse the next day. Once your order leaves our warehouse, depending on the delivery option you chose, you will receive it:
- within 48 to 72 hours with DPD
Lead times apply for carrier pick-up from Monday to Friday and delivery from Monday to Friday except public holidays.

Can I return an item and get a refund? What process do I need to follow?

You have 14 days from the date of delivery of your bag(s) to exercise your right to withdraw without justification or penalty fees, except for the return postage fees. If the right to withdraw expires on a Saturday, Sunday or bank holiday, it is extended until the following working day. Returned items must not be damaged, they must be complete and returned in their original packaging. You will be refunded as soon as possible, 14 days at the latest following your claim. The refund will occur via the same method of payment which you used to purchase the item (bank transfer or PayPal) and will amount to the total cost of the returned item plus tax and delivery fees, but will not include the return postage fees of the item, which are borne by you. If the returned item is an alternative item, the return postage fees will be borne by Lancaster. 

If you have any other questions, please don't hesitate to contact us using one of the following:

MAIL
infoweb@lancaster.com

TELEPHONE
+33 (0)9 70 72 88 90

POST
Lancaster - 14, rue Auber
75009 Paris FRANCE

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