FAQ

What are the bags made from?

Throughout our design process we responsibly sourced materials which are beautiful on the inside and out. We hold certification for our signature material manufactured in Asia from The Global Recycle Standard. The GRS is an international, voluntary full product standard which gives third-party certification of recycled content including chain of custody, social and environmental practices and chemical restrictions. They exist to verify and ensure accurate content claims and responsible working practices. Full details for each of our products can be found on the product page or email us at hello@lapochette.co with any questions.

 

Are all the products waterproof?

The Wet Bag pouches are fully waterproof, their lining chamber resisting moisture to a rate of 3000mm of water pressure when sealed correctly.

 

What is the difference between waterproof and water resistant?

Our Wet Bag pouches are waterproof, and provide sustained protection from water. Our Sweat Bag, Shoe Box and Anywhere Everywhere pouches are water resistant and prevent water penetration to a certain level, not completely impervious to water penetration, but able to stand limited exposure to precipitation.

 

How do I wash my La Pochette product?

The Wet Bag, Shoe Box and Sweat Bags are machine washable at 30˚. Do not bleach, tumble dry, iron or dry clean. Our Anywhere Everywhere pouches and wristlets are hand wash only, easy to wipe clean with gentle cleanser.

 

How sustainable are they as a product?

We made a conscious decision to ensure we take as sustainable approach as possible to all aspects of our brand and the product develop process was no exception. The Wet Bag pouches, Shoe Boxes and Sweat bag material is made from 100% recycled fibres. Our Anywhere Everywhere collection is made primarily from Biodegradable TPU with Vegan textured stamped leather trims and our wristlets from poured silicone to ensure no waste is created in production.

 

What is your refund policy?

We hope you love your La Pochette purchase but if you do need to return something have a look at our returns policy here.

 

Can I exchange my La Pochette for a different size or style?

We are unable to directly exchange a product but you can return and purchase the correct item, please take a look at our full returns policy here.

 

How do I return an item for refund?

You can return your item/s by post. The delivery note that came with your parcel has clear instructions of how to do this. Please complete the returns section of the delivery note with the details of the items you are returning and enclose the note with your returned parcel. Please always include a daytime telephone number and your email address in case we need to contact you about the return. If you no longer have your delivery note, please email us at hello@lapochette.co.

 

Make sure your items are securely wrapped and send your return to: La Pochette Returns, Exact Abacus, Unit 2 Hillridge Road, Martland Park, Wigan, WN5 0LS

 

Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned. Our full returns policy can be found here.

 

How long before my return is processed?

We will process a valid refund without delay and in any event not later than 14 days after the day we receive the returned goods. Our full returns policy can be found here.

 

Can I return the bag if I have used it?

We hope you love your La Pochette purchase. If for any reason you are not completely satisfied, you can return any item within 14 days of receipt provided that the products are returned in perfect condition.  Perfect condition means that the item is unused and free from any marks. Please see our full returns policy for returns relating to faulty goods here.

 

Do you do extended returns over holiday period?

Any extended returns period over holiday periods will be advertised on site.

 

Do you ship outside the UK?

We deliver worldwide excepting the following countries: Afghanistan, Algeria, Angola, Anguilla, Antigua And Barbuda, Argentina, Aruba, Australia, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belize, Benin, Bermuda, Bhutan, Bolivia, Bonaire, Sint Eustatius and Saba, Bosnia And Herzegovina, Botswana, Brazil, British Indian Ocean Territory, Brunei, Burkina Faso, Burundi, Cambodia, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Christmas Island, Cocos (Keeling) Islands, Colombia, Comoros, Congo, Congo, The Democratic Republic Of The, Cook Islands, Costa Rica, Cuba, Curaçao, Côte d'Ivoire, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands (Malvinas), Fiji, French Guiana, French Polynesia, French Southern Territories, Gabon, Gambia, Ghana, Grenada, Guatemala, Guinea, Guinea Bissau, Guyana, Haiti, Heard Island And Mcdonald Islands, Honduras, Hong Kong, Iceland, India, Indonesia, Iran, Islamic Republic Of, Iraq, Israel, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kiribati, Korea, Democratic People's Republic Of, Kuwait, Kyrgyzstan, Lao People's Democratic Republic, Lebanon, Lesotho, Liberia, Libyan Arab Jamahiriya, Liechtenstein, Macao, Madagascar, Malawi, Malaysia, Maldives, Mali, Martinique, Mauritania, Mauritius, Mexico, Mongolia, Montserrat, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, Netherlands Antilles, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Niue, Norfolk Island, Norway, Oman, Pakistan, Palestinian Territory, Occupied, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn, Qatar, Republic of Cameroon, Russia, Rwanda, Saint Barthélemy, Saint Helena, Saint Kitts And Nevis, Saint Lucia, Saint Martin, Saint Pierre And Miquelon, Samoa, Sao Tome And Principe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Sint Maarten, Solomon Islands, Somalia, South Africa, South Georgia And The South Sandwich Islands, South Korea, South Sudan, Sri Lanka, St. Vincent, Sudan, Suriname, Swaziland, Switzerland, Syria, Taiwan, Tajikistan, Tanzania, United Republic Of, Thailand, Timor Leste, Togo, Tokelau, Tonga, Trinidad and Tobago, Tunisia, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, United Arab Emirates, United States Minor Outlying Islands, Uruguay, Uzbekistan, Vanuatu, Venezuela, Vietnam, Virgin Islands, British, Wallis And Futuna, Western Sahara, Yemen, Zambia, Zimbabwe.

 

How long does delivery take and how much will it cost?

Delivery and associated costs depend on your location. We offer a rapid next day service for the UK. For full delivery information see our full details on delivery here.

 

Is return shipping free?

Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned. Please see our full returns policy for returns here.

 

Can I track my order?

You will receive an email from our fulfilment partner letting you know your new purchases are on their way to you with tracking details.

 

Can I change or cancel my order once it has been placed?

Yes, other than for personalised products, in respect of all products bought online you have a legal right to change your mind within 14 days of receipt and receive a refund (as set out below). Full details can be found in our returns policy here.

 

Do you deliver to PO Boxes?

At present we do not deliver to PO Boxes.

 

Can you ship to multiple addresses?

At present we are unable to ship to multiple addresses within one order, separate orders must be placed. We recommend you use our Quick Shop option and create an account for the quickest checkout process when doing multiple orders.

 

What about duties and taxes?

Associated costs for delivery depend on your location. It is important to note that you may be subject to import and customs duties on your parcel when sending overseas, these remain the responsibility of the customer.

For full delivery information see our full details on delivery here. 

Your La Pochette order is dispatched/collected by our carrier DPD and then handed over in carrier network to 3rd party delivery partner where the order reaches point where customs clearance is required. The customs payment is then requested by delivery partner. This will depend on the destination of your order with regards to which delivery partner is handling it.

DPD may be handed over to the DPD FR, DPD DE, DPD NL partners or a third party such as Aramex or Chronopost.

If in doubt on any requests for payment from a third party, please get in touch with us on hello@lapochette.co and we will be able to verify whether the information being requested is accurate.

 

Do I need an account to place an order?

No, you can check out as a guest. Setting up an account will speed up checkout process on subsequent visits.

 

What forms of payment do you accept?

We accept the following methods of payment on the La Pochette website: Amazon, AMEX, Apple Pay, Mastercard, VISA, Paypal, Maestro and Shopify Pay. We do not accept cheques, cash or payments over the phone.

 

For information on Klarna, please see more details on our Klarna FAQ Page

 

Can I choose the currency I pay in?

You can choose the currency you wish to view onsite and pay in by selecting from the drop-down currency menu located on the top bar.

 

I’ve forgotten my password?

Please follow the instructions on the page to reset your password. If you need further help, please contact us at hello@lapochette.co.

 

I have a discount I would like to use - how do I apply it?

Any discounts can be applied at checkout. They will appear on your final summary of purchase and show the amount discounted off your transaction.

 

Do you wholesale?

Yes. If you would like to talk to us about becoming a La Pochette stockist, please email Rachel Brandrick r.brandrick@lapochette.co.