HANDBAG CARE
How do I care for my Svala handbag?
Each Svala handbag comes with an organic cotton protective dust bag. When not in use, we recommend storing your Svala handbag in this dust bag and stuffing it gently with clean paper or bubble wrap to retain the shape, away from direct sunlight or humid environments.
Please avoid putting unnecessary pressure on your bag or folding it and avoid hanging your bag by its straps when storing.
How do I clean my Svala handbag?
The cleaning method depends on which material your Svala bag is made with. Please see below for more details:
Cork
Cork is easily cleaned with water and mild soap. Simply wipe the dirty spot with a clean cloth and a little liquid natural soap and water. Remove any excess soap with a damp cloth and allow the item to dry naturally. Cork does not need to be conditioned.
Polyurethane and Polyester
Wipe the handbag with a dry soft cloth. Please avoid getting water on the bags to keep the material in top shape.
Piñatex
To keep your Piñatex® product in top condition, we recommend to wax Piñatex products before use and thereafter on a regular basis with a natural wax. After application, leave the product in a warm place for 24 hours and rub gently with a soft cloth. We also recommend using Liquiproof ProtectorTM, a natural non-toxic coating that will make the product water and stain resistant.
Do not bleach, dry clean, tumble dry, iron or machine wash. Clean by hand only.
Please reach out to us at hello@svala.co if you need further assistance.
Where do you ship to?
All 50 states within the U.S., including Hawaii and Alaska. We also ship internationally. Please check out INTERNATIONAL SHIPPING below for a list of countries.
Which carrier do you use?
We ship via FedEx, UPS, USPS and DHL. All orders require a signature upon delivery.
When will my order be shipped?
Usually orders are shipped from Los Angeles within 24 to 48 hours of purchase from Los Angeles, pending credit verification and availability. We do not ship on the weekend or U.S. holidays.
How do I track my order?
An email will be sent to you with all of the tracking details when your order has shipped.
Do you ship to P.O. Boxes?
We do not ship handbags to P.O. Boxes. Please provide a physical address to avoid delays in shipping.
What if I give the incorrect address when ordering?
Orders with invalid addresses may be returned to us and may delay delivery. If you entered the incorrect delivery address, please contact hello@svala.co as soon as possible.
What if my order is lost or stolen?
After an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages. If an incorrect address was given when ordering and was not rectified by the customer until after delivery, we cannot be held responsible for lost or stolen packages. All handbag deliveries require a signature. If you waive this requirement with the shipper we are not responsible for lost or stolen packages.
SHIPPING WITHIN THE U.S.
What Are My Shipping Options?
We offer free ground shipping for all orders within the U.S. (2 to 8 business days)
All transit times are pending dispatch from Los Angeles.
Can I get my order faster?
We are currently working on this option but if you need your Svala items shipped faster, please contact hello@svala.co so we can do our best to help.
Will I be charged Sales tax?
All orders shipping to California will be charged Sales tax.
INTERNATIONAL SHIPPING
Which countries do you ship to?
Svala offers worldwide shipping, excluding Russia due to custom regulations. For orders over $100, shipping is free. For orders under $100, shipping is $25.
Which carrier do you use?
We use DHL Express Worldwide (2 to 8 business days).
We cannot control delays due to customs issues.
Who pays for international taxes and duties?
Svala is not responsible for any taxes or duties that may be incurred on international orders. If any taxes or duties are incurred as a result of your purchase, they will be your responsibility. International duties and taxes are non-refundable.
RETURNS
What is your online return policy?
We want you to love your Svala items! If for any reason you are not completely satisfied with your purchase, we will accept your return free of charge and issue a full refund, provided that the item is in new condition with the original tags attached and the return is postmarked within 14 days or receipt of your order.
We do not charge a restocking fee and offer a free prepaid return shipping label for our U.S. customers.
Your refund will be credited to the same credit card used to make your purchase.
We are unable to refund international shipping costs, taxes and duties.
Can I exchange my order?
We are unable to process exchanges at this time. If you would like to change your order, please return the original item(s) for a full refund and place a new order.
When will I get my refund?
Once we receive your return, please allow 2-3 business days for your return to be processed and then 3-5 business days for your bank to post the refund to your account. We’ll send you an email when your return has been processed your refund so you know it’s on the way.
How do I return an order from within the U.S.?
Please visit our Returns portal below to begin the process:
svala.co/a/returns
You will need to input your order number and email to find your order. Please select which item you are returning as well as the reason. Confirm your return to generate your free prepaid shipping label (this will also be emailed to you).
Print the shipping label, pack up your Svala items in the original packaging and attach the label. Then take it to your local USPS post office to drop it off.
How do I return an order from outside the U.S.?
Please visit our Returns portal below to begin the process:
svala.co/a/returns
You will need to input your order number and email to find your order. Please select which item you are returning as well as the reason. Confirm your return, and you will receive an email with instructions on how to return your Svala items.
International customers will be responsible for return shipping and shipping fees. Please ensure the item(s) are shipped through a traceable and/or insurable method. Please contact hello@svala.co and supply us with your tracking number of your preferred carrier.
Any shipping charges, duties and taxes paid are nonrefundable.
Please declare the return package as "9801 - US GOODS RETURNING" on your commercial invoice and keep your tracking number for your records.
