FAQs

We strive to only sell pre-loved bags and small leather goods of the highest quality, from the world’s most prominent designers. Among those are Chanel, Hermès, Bottega Veneta and Dior, with more to come.

SACLÀB’s consultants and artisans pride themselves on their craft – and can spot forgeries a mile off. We follow a rigorous authentication protocol and if one detail leaves us uncertain in any way, we directly send the item back to its seller. Follow our handbag expert and Head of Sales Maxine through our authentication process here.

All items are thoroughly checked by our consultants and verified following a strict protocol. We actively distance ourselves from any replicas or counterfeits.

The quickest way to get in touch is by using our chat-bot in the right lower corner of your browser. Our consultants are here for you between Monday and Friday from 6AM to 12PM (EST).

A buyer’s premium of 9% is included in the price of each item at SACLÀB. With the buyer’s premium, we want to offer our clients the highest level of service, including our expert authentication, free express delivery worldwide, free location trackers in every parcel with a value above €2,000, free 14-day returns within the EU, and personal customer service.

Once we receive your order from saclab.com, you will receive email confirmation at your registered email address.

Simply contact us directly or use our chat-bot function — the quickest way to contact us!

Simply contact us directly or use or use our chat-bot function.

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, care tips and invites to special events.

Once your order has been dispatched, you will receive a confirmation email and a separate email including a tracking number to follow the progress of your shipment.

Shipping usually takes between 3–5 business days. To follow your shipment, please use the tracking number provided.

If your order has not left SACLÀB HQ and you have not yet received a tracking number, please use our chat-bot function to get in touch.

Please get in touch with us as soon as possible if you need to cancel your order. We always try our best to meet your needs, however, once you have received a tracking number and your order has been dispatched, we cannot guarantee a cancellation. Please note that we do not accept returns or exchanges for Non-EU orders.

Yes, your package is insured for loss, theft and damage until it arrives at the shipping address and has been signed for.

However, if you return an item or sell with us, SACLÀB is not liable for loss or damage to packages that are handed over to parcel shops or access points. Please use our complimentary pick-up service to send packages to us, securely and fully insured.

We offer free worldwide shipping on all orders. You can order directly from saclab.com.

We offer free express shipping on all orders.

Do you live outside of the EU? Local duties and import taxes may apply. For clients based in the US, purchase prices shown in US$ include all import duties and fees.

The US$ prices on saclab.com include all import duties and fees for clients ordering from the US. It is your responsibility as the customer to report any purchases of tangible personal property that have not been taxed by SACLÀB and pay use tax on those purchases unless exempt under local State law.

Unfortunately, we cannot ship to a post office box, APO, or FPO address as we require your signature upon delivery.

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.

Chipolo ONE Spot is a smart tracking tag that helps find items with the Apple Find My network. The Find My network provides an easy, secure way to locate your personal items using the Find My app on Apple devices.

At SACLÀB, we take great care to ensure your order arrives safely at your doorstep. Using a Chipolo ONE Spot tracker allows us to monitor the delivery process of your parcel, and locate it for you in case of complications or loss. We add a tracking tag to any order above $ 2,000 and deactivate it after your 14-day return period has expired.

The tracker might make a beeping sound or appear on your own Apple device. This is a safety measure required by law, to notify you about a tracking tag near you.

We always strive to reduce waste – sustainability is one of our cornerstones at SACLÀB. That’s why we kindly ask you to send the tracker back to us using the envelope provided or to place it back inside the parcel if you return your purchase.

We accept all major credit cards, Paypal and bank transfer.

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

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 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.

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.

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.

Not directly through SACLÀB, please get in touch with your local customs office for more information.

Please note that we do not accept returns or exchanges for US orders.

If you are in doubt about a purchase, you can always BOOK A VIRTUAL ADVISORY with one of our consultants. We are happy to show you the sizing, color and details of the handbag(s) you desire, and answer any questions you may have.

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, can not be reserved by you as well.

Please note: To accommodate the high demand, new bags released on our weekly Bag Drop Friday can be reserved for 1 hour only within the first 72 hours after publication.

You must be logged in or create an account to reserve a bag. You can reserve a bag on its product page by clicking ‘Reserve for 24 hours’.

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.

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.

To keep up to date with new additions, care tips and special events, simply sign up to our newsletter.

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.

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.

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.

The easiest way to contact us is by using the chat-bot on the page of your browser.

You may write to us via the REQUEST FORM. Our consultants are available from Monday – Friday 6am to 12pm (EST).

Take a look at our CONTACT PAGE and don’t hesitate to get in touch.

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.

Please note that we can only accept bags consigned from EU-based clients at this point.

Yes. For our digital gift card, simply fill in the receiver’s email address when purchasing it. To send one of our printed gift cards by post, fill in the recipient’s address for delivery during checkout. You will receive the order confirmation and invoice as usual, but the gift card will be sent directly to the giftee.

Our digital gift cards are sent out immediately via email. Your loved one will receive it within minutes – the perfect last-minute present.

Please note that we only send out gift cards once the payment has been completed.

Yes, you can add your personal message for the presentee in the respective field on the Gift Card page before continuing to checkout. It will be featured on the Gift Card.

We offer Digital Gift Cards worth $250, $500, $750, $1,000, $1,500, $2,000, $2,500, $5,000 and $10,000. Gift cards ordered from the US are issued in US$. Please CONTACT our customer care team if you wish to order a Gift Card issued in Euros.

Unfortunately, we do not offer returns or exchanges for Gift Cards ordered from the US.

The Gift Card is valid for all purchases, except additional Gift Cards. A Gift Card cannot be exchanged for its value in money.

You will find an individual code on your Gift Card. Once you’ve added your item(s), head to the shopping bag and fill in the field “enter promo code” on the bottom before clicking on “checkout”. Click “apply” and the Gift Card amount will be deducted automatically.

Yes, you can redeem it in any case. If the bag you choose is more expensive, simply select a payment method to pay the remaining balance. If you wish to purchase a bag that is less expensive than the Gift Card amount, you will receive an additional voucher worth the remaining value.

Please get in touch with our consultants. We will invalidate the Gift Card and send you a new personal code. Please note: For security reasons, only the person who purchased the Gift Card can claim its loss.

You will receive store credit for the amount paid with the Gift Card. If you have paid a remaining amount using a different payment method, you will receive a respective refund.

Whenever you make a purchase on saclab.com, we gift you a free Bag Spa treatment for your new bag(s). You will receive this voucher digitally via email after completing your order. Please note that this voucher is only valid for the respective bags bought on saclab.com.

We recommend handing your bag in every 1–2 years, at the latest when you notice signs of regular wear – dull hardware or dry leather, for instance.

You can redeem your voucher within 1 year after the purchase.

Simply reach out to our consultants and we’ll take care of the rest. We will send you a pre-paid shipping label and schedule a pick-up of your bag(s) at your convenience.

Depending on your bag’s condition and its demand, we take distinct care steps – such as hardware polishing and leather conditioning. You can think of it as your bag’s (well-deserved) routine pampering session. Please be aware that scratches or discolouration may remain after the treatment.

Upon completion of your bag’s spa treatment, we will send it back to you immediately – fully insured and beautifully packaged as usual. Please note: depending on the service and care your bag requires, the whole process can take between 3–4 weeks.

We are happy to restore and refurbish your bag if it shows significant damage. However, this service is not included in our free Bag Spa treatment. Please get in touch with our consultants for a bespoke offer.

Please let us know promptly – at the latest 48 hours after your bag’s return – if you are unhappy with the outcome. We always do our best to care for your bag. However, severe marks or traces of usage might remain – think of them as signs of your bag’s character and history.

Simply click on “Book Now” and choose a suitable time slot of either 15 or 30 minutes within the next two weeks. After, you will receive an email confirmation with a link to enter the virtual appointment from your preferred device.

If you are interested in one of our handbags but seek additional details, our bag experts are here to help. With our virtual advisory service, we want to give you an opportunity to discover your desired bag from every angle, from corners to hardware, interior to size – so you can shop with confidence. Our bag experts will answer any questions you may have and can moreover show you what the bag looks like when worn. Should you still be in doubt about which bag to choose, they are happy to give you professional advice and help you find your dream bag at SACLÀB.

With the email confirmation of your booking, you will receive a link to cancel or change your booking. 

Even though we are always happy to see your faces, there is no need for you to turn your camera on.

If you prefer to talk to a specific team member at SACLÀB, please let us know upfront and we will try our best to arrange it. However, we cannot guarantee the availability of your chosen bag expert.

In January 2023 the Platform Tax Transparency Act (PStTG) was introduced in the European Union. According to this law, every e-commerce platform operating in the European Union is obliged to report certain seller data to the tax authority of the member state of residence. For SACLÀB, this is the German Bundesfinanzamt (Federal Finance Ministry of Germany). However, the data only needs to be reported for EU-based sellers, who have made over 30 transactions/year with SACLÀB, or who have received a payment by SACLÀB of 2.000€ or more/ year. 

For private sellers: 

• Name/ Surname
• Address of the main residence
• Birth date
• Country of residence
• Tax ID of the country of residence
• Bank account information 

For professional sellers: 

• Company name
• Address of the registered office
• VAT registration number
• Tax residence
• Bank account information

For the majority of handbag sales with SACLÀB, no taxes will most likely apply to the seller. However, this is up to the financial authorities to decide. Yet, the data needs to be passed on, irrespective of whether a sale is taxable or not. As tax authorities might reach out to sellers personally, we, therefore, recommend always keeping a copy of the original bag invoice. Please also speak to your tax advisor as this is no tax advice.

Unless this information is provided, we cannot accept your bag for sale with SACLÀB. If a bag is already in our possession and we ask for this data in hindsight, scheduled payments can be delayed until the required data is passed on to SACLÀB.