-Frequently Asked Questions (FAQ)- 

I-CONTACT 

1. How can I contact you?

You can contact us in a number of ways, including by email, phone or through our online contact form. All our contact information is available on our website in the "Contact Us" section. You can also ask us a question by clicking on the "A question?" button at the bottom right of our website pages.

2.How to contact customer service?

For any request concerning an order placed on our site.

Do not hesitate to contact us at 06 13 58 08 99 or send an email:hello@la-stella.fr

3. How long does it take to receive a response to my email?

We aim to respond to all emails within 24-48 business hours. However, this time may vary depending on the volume of requests. We appreciate your patience.

4. Can I contact you for after-sales service questions?

Yes, you can contact us for any after-sales service questions, including returns, repairs and warranties. We are here to help you with all your concerns.

5. How can I stay informed about your latest news?

To stay informed about our latest news, promotions and our latest novelties, subscribe to our newsletter or follow us on our social networks to follow all our news. You will also find the links and all the necessary information on our website.

II-the products

1. What are the dimensions of your bags?                                                                                                                                                                                                                                                                               

     Our bags are available in three different sizes:

     Gemma : The mini-format, our GEMMA: allows you to bring together the essentials with the bare minimum: a lipstick, your phone, your cards and your keys. It is synonymous with freedom! Thanks to its different ways of wearing it on a belt, crossbody, on the shoulder or even by hand. (Measurement: H = 12CM / L = 20 cm).

Baby : The BABY bag is the medium size of our collection: it allows you to put your essentials for the day: wallet, sunglasses, phone, perfume miniature, your keys... And can be worn cross-body, on the shoulder or under the arm for a more chic look. (Measurement: H=21 cm/L=30 cm).

Star : The largest model, our STAR guarantees you to add everything you need in your daily life. It can be worn cross-body, on the shoulder or under the arm for a more chic look. And the Star model combines perfectly with our chain shoulder straps giving an elegant look. (Measurement: H = 21 cm / L = 30 cm).

2. Which bag should I choose based on my body shape?

If you are tall and have curves, the STAR bag is the ideal piece for you, it will highlight your figure. If you are tall and thin, the Baby bag will give volume to the thin areas of your body. For petite women, our GEMMA is the bag that suits you or our Baby bag with a short strap to balance the size.

3. Are La Stella products of good quality?

At La Stella, we pride ourselves on offering you bags of exceptional quality, carefully and ethically designed to meet your everyday needs. Here's what makes our bags so special:

- Superior Quality : All our bags are made from the finest leathers, carefully selected for their durability and appearance.

• Ethical Manufacturing: At La Stella, we believe in an ethical approach to leather goods. Our bags are made ethically, minimizing our impact on the environment and ensuring the well-being of the artisans.

• Ergonomics and Functionality: We understand that your bag should be more than just an accessory. Our pieces are designed with meticulous thought to be ergonomic and functional. Every detail is thought out to make your daily life easier.

- Durability: We aim to create bags that last. The quality of our materials and manufacturing ensures that your La Stella bag will accompany you for many seasons, becoming the faithful companion of your lifestyle.

4. Are the shoulder straps on your bags adjustable?

Yes, Our shoulder straps are adjustable to fit your carrying preference. You can adjust their length for a perfect fit.

5. How do I take care of my bag?

Leather goods leather does not require intensive recurring maintenance, but regular attention is essential to ensure its longevity, maintain its suppleness and allow it to age beautifully over time. Proper care will help prevent the leather from drying out or becoming brittle, especially with daily use. For specific care advice for your bag, do not hesitate to contact us.

How to clean a smooth leather bag?                                                                             

 -To clean a smooth leather bag, start by gently dusting the bag with a soft, dry cloth.

-Then use a cloth slightly dampened with warm water to wipe away any stains or dirt.

-Then use a cloth slightly dampened with warm water to wipe away any stains or dirt.

-Avoid using harsh chemicals or excess water as this can damage the leather. A specific mild leather cleaner can be used if necessary.

Once cleaned, allow the bag to air dry at room temperature, avoiding direct heat.

How to maintain a smooth leather bag?

- To maintain the beauty of smooth leather, use a quality leather balm or moisturizer. Apply it following the product instructions to nourish and protect the leather.

- Avoid prolonged exposure to direct sunlight, heat or excessive humidity as this may damage the leather.

- Store your bag in a cool, dry place, preferably in a protective fabric bag to avoid scratches.

How to clean a nubuck leather bag?

- Nubuck is a soft-touch leather, but it is sensitive to moisture.

- To clean a nubuck leather bag, start by gently brushing the surface with a crepe brush to remove dirt and light stains.

- For stubborn stains, use a special nubuck eraser to gently rub the affected area.

- Avoid water, as it can stain nubuck. If necessary, use a nubuck-specific cleaning product.

 How to maintain a nubuck leather bag?

- To maintain a nubuck leather bag, use a protective spray or waterproofer designed for nubuck to prevent stains and moisture.

- Brush the nubuck regularly to preserve its soft texture.

- Avoid rubbing nubuck vigorously, as this can alter its texture.

- Keep the bag away from moisture and direct sunlight when storing

III-Payment

1-What payment methods does Una Stell accept?

You can pay online by credit card (Carte Bleue, Visa, Visa Electron, Master Card, American Express) via Stripe's secure payment system. You can pay via PayPal. La Stella is affiliated with Alma payment for payments in installments.

2. Can I pay in installments?

Yes, we offer installment payment options for some orders. You can review the details and terms during the checkout process.

3. Is my payment information secure?

Yes, we take payment security very seriously. All transactions are secure and encrypted to protect your personal and financial data.

4. How can I receive an invoice for my order?

Once your order is confirmed, you will automatically receive an invoice by email. If you have any specific requests regarding billing, please contact us.

IV-Delivery 

1-Where can I have my order delivered? What are the delivery costs and times?

Una Stell delivers worldwide.

For France, you have the choice between several delivery methods: relay points, colissimo 

For international shipments, we ship using FedEx and Colissimo Europe.

All details of costs and times by geographic area can be found on the Deliveries & Returns page.

2. How do returns work?

You have 15 days after receiving your order to return your items to us for a refund or credit, if they do not suit you.

Send an email to: hello@la-stella.fr

THE  Refunds for returned products will be made within a maximum of 5 days after receipt of the products.

Full details of Returns and Exchanges can be found on the Deliveries & Returns page.

3. How can I track my order?

Once your order has shipped, you will receive a confirmation email with a tracking link. This will allow you to follow in real time the journey of your bag to your door.

V-OTHER

1-Is the La Stella site secure?

Yes, credit card payments on the site are made via the Stripe payment system. The La Stella site does not at any time take cognizance of your banking information.

2-How do I access my account if I have lost my password? 

When you log in, you can check “forgotten password” and you will receive an email within a few minutes allowing you to define a new password.

 

3-How to subscribe to the newsletter?

You can subscribe to our newsletter from the home page of the site: at the bottom right, by entering your email directly in the box provided for this purpose then clicking on OK.

You will then be regularly informed of our news and events and will be able to benefit from personalized offers.

4- Can I unsubscribe from the newsletter if I wish?

Yes, you can unsubscribe from our newsletter at any time by clicking the unsubscribe link provided at the bottom of every email you receive from us.