How will I know whether you have received my order?
Once we receive your order from saclab.com, you will receive email confirmation at your registered email address.
Accidentally registered the wrong email?
Send us an email or WhatsApp message (+49 (0) 15167850621) — the quickest way to contact us!
Need to change your personal or shipping details
Simply email or send us a WhatsApp message (+49 (0) 15167850621).
Do I need to set up an account to order something online?
You don’t have to set up an account – simply checkout as a guest. At the end of the ordering process, you can create an account to receive regular updates from SACLÀB HQ, care tips and invites to special events.
Shipping and delivery
How do I track my order?
Once your order has been shipped, you will receive a confirmation email including a tracking number to track the progress of your shipment.
How long will it take for my order to arrive?
Shipping usually takes between 3–5 business days. To follow your shipment, please use the tracking number provided.
I’ve entered an incorrect shipping address, how do I change it?
If your order has not left SACLÀB HQ and you have not yet received a tracking number, please use this link to get in touch.
How do I cancel my order?
Please get in touch with us as soon as possible if you need to cancel your order. Once you have received a tracking number, we cannot guarantee an immediate cancellation. We will always try to meet your needs and will help you return your package for a full refund.
Is my package insured?
Yes, your package is insured for loss, theft and damage until it arrives at the shipping address and has been signed for.
Where does SACLÀB deliver?
Those with EU addresses can order directly from saclab.com.
How much is shipping?
- Standard shipping (3–4 days): €20 on orders below €1000
- FREE shipping (3–4 days) on orders above €1000
- Express shipping (1–2) days: €40
Live outside of the EU? Please get in touch for a bespoke shipping quote.
What duty and tax will I have to pay?
The cost of duties and taxes will depend on the shipping address provided. Items on saclab.com are shipped from inside the EU. Please contact your local customs office for more information on this subject.
Can I ship my order to a post office box, APO, or FPO address?
Unfortunately, we cannot ship to a post office box, APO, or FPO address as we require your signature upon delivery.
I received my order and I am missing something.
Please get in touch with your order number and we will track down the missing item(s). If you have ordered several items, please note that we may have split your order into several packages, please keep track of your parcel(s) using the tracking number provided in your email. Please do not hesitate to get in touch if you have any questions about your order.
What payment methods does SACLÀB accept?
We use Mollie as our payment partner, which accepts all major credit cards.
How will you keep my bank data safe?
We are fully compliant with GDPR laws and use a third-party payment system (Mollie) to process your data, meaning your bank details are safeguarded from us. Mollie is PCI DSS 1 certified, holds a banking license, and works under ISO 27001. For more information regarding your data protection, please visit here
Is it safe to use my credit card online at SACLÀB?
Yes, your credit card data is processed under PCI DSS 1 compliance and cannot be accessed at any time from any third party other than Mollie.
When will I be charged?
When you place an order using a credit card, the funds are temporarily reserved for your purchase until your order is confirmed. After that, the funds are transferred from your account.
Orders placed with PayPal, Ideal, Sofort, Alipay, Wechat Pay and other HPP payment methods are transferred immediately when the order is placed.
Can I save my credit card details?
Yes, if you place an order with us using your credit card, you can choose whether you want to store your credit card details. The payment details are stored only by our payment service provider and are fully encrypted. Our third-party payment partner Mollie recommends storing card details if you want a smoother checkout the next time you order with us.
Why was my payment declined at checkout?
If your order was declined, please check with your bank or credit card provider. We suggest that you enquire with them about any kind of blocks that your card may have. If you got an error code, please contact us and we will be happy to help you further.
Can I claim a tax refund on a purchase made online?
Not directly through SACLÀB, please get in touch with your local customs office for more information.
Returns and refunds
How do I return an item?
We offer full refunds if an item is shipped/postmarked back to us within 14 days of its delivery date. In order to receive a full refund, the item must be returned in its original condition, with original labels and packaging. Before returning an item, please get in touch using the contact form with your order number as a reference. We will then arrange the rest for you.
If you would like to exchange your item for a different one, we kindly ask you to return your item for a refund and order the item you desire from saclab.com or through our consultants directly.
Can I return my product in person?
If you are in either Munich or Amsterdam and would like to return your purchase in person, please get in touch with our consultants. All purchases must be returned within 14 days after delivery, in original condition and with labels attached.
Will I receive a full refund?
Yes, you will receive a refund for the amount of your order.
When will I get my refund?
Once we receive your returned item, you should be reimbursed within 3–5 working days, depending on your bank/credit card/form of payment.
Reserving a bag
What is the ‘Reserve for 24 hours’ function?
We invented this functionality to support you in your decision process. When you reserve a bag on saclab.com, the bag stays exclusively reserved for you within the next 24 hours and only you can purchase this bag during this time.
You may reserve one bag at a time and the same bag can only be reserved once every 10 days. A bag that is already reserved by another member, it can not be reserved by you as well.
How do I reserve an item?
You must be logged in or create an account to reserve a bag. You can reserve a bag on it’s product page by clicking ‘Reserve for 24 hours’.
What happens after I reserved a bag?
You have all the time to make up your mind. The bag stays exclusively reserved for you within the 24 hours and only you can purchase this bag during this time.
You can find the bag in our account area under the field ‘My Reservation’. There you also find an overview of bags you have reserved in the past.
Please don’t hesitate to get in touch with one of our sales assistants.
Can I un-reserve an item?
You can end your reservation any time by going to your account area ‘My Reservation’ and clicking ‘remove’. You can reserve the same bag again after 10 days.
How do I get the latest information from SACLÀB?
To keep up to date with new additions, care tips and special events, simply sign up to our newsletter [newsletter sign up link].
I’ve found the bag of my dreams but it’s sold out – help!
If there’s a bag you desire on our website which already has a new owner, simply click on ‘Enquire for Availability’. From here you can fill in a form with any additional details or wishes you may have. Alternatively, get in touch with our consultants directly.
I have a special request, can you help me?
Of course! If you need a particular bag or small leather good sourced, need specialist care for your purchase, or want to commission an art piece, please get in touch with our consultants — they are always happy to accommodate your needs.
I have submitted a request, how long will it take to process?
Once we have received your enquiry, you will receive a confirmation. We will do our best to source the item you are seeking. Please note that it could take several weeks for us to get back to you about the item in question, depending on the designer, model, grade and rarity.
How do I contact the SACLÀB customer care team?
We are available via WhatsApp, email or via the request form. Our consultants are available from Monday – Friday 9am to 6pm (CET).
Take a look at our contact page and don’t hesitate to get in touch.
How do I take care of my SACLÀB product?
With proper care and storage, the handbags offered in our shop are designed to last a lifetime. Please find a detailed description of best care practices on our care page. Still not sure how to protect your purchase? Our consultants are here to help.
Which designers do you sell?
We strive to only sell bags and small leather goods of the highest quality, from the world’s most prominent designers. Among those are Chanel, Hermès, Bottega Veneta, Gucci Vintage and Dior, with more to come.
How do I know whether a bag is real?
SACLÀB’s consultants and artisans pride themselves on their craft – and can spot forgeries a mile off. If there is ever any doubt about the authenticity of an item, we contact the designers directly for verification.
Can you guarantee that each handbag is authentic?
Yes. All items are thoroughly checked by our consultants. We actively distance ourselves from any replicas or counterfeits.