Welcome to the new Layla New York website! We hope you enjoy your shopping experience with us!
Our Customer Care Guide will help to familiarize our clients with Layla New York's services & product policies.
If after reviewing our guide you should have any questions about our products, services or the world of Layla, please contact:
customerservice@laylanewyork.com
ORDER PROCESSING & DELIVERY
Orders placed on laylanewyork.com will be processed within 1-2 business days of the order confirmation, unless otherwise
indicated. In the event that the item(s) you purchased is on back order, we will notify you immediately of the earliest estimated
delivery (please allow at least two weeks for your back ordered item to ship).
Layla New York business days and hours of operation are Monday through Friday 9-6pm, not including weekends and major
holidays.
Orders are processed, shipped and delivered Monday through Friday. We are unable to process, ship or deliver on national
holidays, Saturday or Sunday. All orders placed on Saturday, Sunday or a national holiday, will be processed the following
business day.
Full payment upfront is required for all purchases (including custom orders and items on back order or pre-order). For your
convenience, we accept all major credit cards.
If you have an inquiry regarding the status of your order and/or product availability, please email:
customer service@laylanewyork.com
PRODUCT AVAILABILITY & LIMITED-EDITION
Layla New York collections are handcrafted in New York City in limited-edition and quantities vary per style & color.
Many of our handbags are handcrafted with artisanal textiles, vintage or upcycled materials, semi-precious stones and one-of-a-
kind adornments from around the globe. A detailed description of the materials used to create each product and available
quantity is included within the product description of each style in our Collection Shop.
Our Limited-Edition focus is two fold:
Layla New York strongly believe in the philosophy that less is more. We aim to offer our customers an experience of discovery
by creating timeless, unique, high-quality pieces that cannot be found everywhere and can be treasured for years to come.
In keeping with our sustainable design vision, it is also very important for us to handcraft our handbags in small batches in order
to minimize our environmental footprint, manage our production process in both a socially and environmentally responsible way
and ensure the best quality in every single product we create.
CUSTOM ORDERS
Layla New York offers customers the opportunity to take part in the creation process of their handbag purchase.
For special design requests, bridal or customization of an existing handbag style, please contact:
customerservice@laylanewyork.com to share your vision and discuss your options.
Please note that custom orders and one-of-a-kind merchandise are FINAL SALE and are therefore not eligible for return or
exchange.
SHIPPING POLICY
As part of continuing effort to reduce our environmental impact and carbon footprint, all Layla New York domestic and
international orders ship using sustainable, Carbon-Neutral shipping methods.
Upon payment verification, all orders process and ship within 1-2 business days, unless other wise indicated. In the event that
the item (s) you purchased in on back order, we will notify you immediately of the ear lies estimated delivery (please allow at
least two weeks for your back ordered item to ship).
Although we will do everything necessary to ensure that your order arrives on time, we cannot be held accountable for
unforeseen weather conditions that delay delivery time.
Free Domestic Carbon-Neutral Shipping
We are pleased to offer complimentary, energy-efficient UPS Carbon-Neutral Certified Ground shipping on all domestic orders.
Orders will process and ship within 1-2 business days of the order confirmation, unless otherwise indicated.
Expedited Shipping
For clients wishing to expedite delivery of their purchase, we are able to offer the following expedited Carbon-Neutral shipping
options if an order is placed by 5pm EST, Monday-Friday:
• UPS 2nd Day Air
• UPS Next Day Air
Please email: customer service@laylanewyork.com or call: 646.707.2352 to inquire about rates and to expedite your order.
International Shipping
We are able to ship internationally via US Postal Service Priority International and UPS International:
Free Delivery to Puerto Rico: We are pleased to offer complimentary 3-day shipping via US Postal Priority Mail.
Delivery to Canada: We offer UPS Carbon-Neutral Standard International shipping for a flat charge of $25.00.
Delivery Worldwide: We offer a flat rate of $40.00 for all other international orders, worldwide, via US Postal Service International.
All orders ship from New York City. International orders may be subject to additional shipping charges based on the destination
country's taxes, tariffsand import duties. These fees are not associated with Layla New York and and are the full responsibility of
the recipient. The declared value of your shipment is non-negotiable and must directly reflect the cost of the items purchased.
We have neither control over these charges nor any shipping delays in customs, as customs policies vary from country to
country. The declared value of your shipment is non-negotiable and must directly reflect the cost of the items purchased. If you
have questions about customs charges please contact your local customs office.
RETURN POLICY & 14-DAY GUARANTEE
We take great pride in the quality of every product we create and your satisfaction is very important to us. If for any reason you
are not fully satisfied with your purchase, Layla New York will gladly accept your return on items purchased directly from our
online store within 14 business days of your order's arrival.
Layla New York accepts returns of unused, unworn items, in their original condition, within 14 business days of their arrival. All
return merchandise must be accompanied by original packaging, tags, proof of purchase and postmarked within 14 days of receipt.
Used merchandise or items returned to us after 14 days of receipt cannot be returned for a full refund unless faulty or damaged
in transit (please see our Exchange Policy below, for your reference). We hold the right to refuse a return that is not in its original
condition
In order to facilitate your return, please email: customerservice@laylanewyork.com with your order information and brief reason f
or your return and we will send you an approval number (RMA #) and shipping instructions.
Custom Orders and one-of-a-kind merchandise are FINAL SALE and are therefore not eligible for return or exchange.
EXCHANGES & STORE CREDIT
In addition to our 14-day Return Policy, Layla New York also accepts exchanges on unworn, unused items in their original
condition, for Store Credit, within 21 of days of purchase. Exchanges will be expedited for any item that is faulty or is damaged in
transit, at no additional cost to the client. To request an exchange, please email customerservice@laylanewyork.com for
assistance prior to shipping.
RETURN SHIPPING
Returns must be post-marked within 14 business days of receipt; Exchanges within 21 days of receipt. Clients are responsible for
return shipping charges. If there was a mistake made on the part of Layla New York, or in the case that an item was faulty or
damaged, client will be reimbursed for both delivery and return shipping charges. Layla New York is not responsible for any
return packages not received. It is encouraged that you send your product by a traceable shipping method. Please mail all
returns and exchanges to:
Layla New York
Attn: Web Returns/Exchanges (please specify)
77 Park Avenue, Suite 5H
New York, NY 10016
Layla New York does not accept liability for shipping loss or damage of returned goods, nor for any actions taken by the chosen
package delivery service or by customs. We cannot refund international duties and taxes on international shipments. For more
information on reclaiming international duties and taxes, please contact your local customs bureau.
REFUNDS
Once your return has been received and approved, your account will be promptly credited, less any shipping costs, within 5-7
business days of return receipt. You will be emailed a return confirmation at that time. Once processed, a refund will be issued f
for the merchandise amount in the same form as the original payment.
Please allow 7 business days for the refund to post to you account.
PRODUCT CARE
Layla New York hopes you will treasure your new purchase for many years to come. All handbags are meticulously hand-crafted
from start to finish in New York City of the highest quality textiles, hardware, trims, vintage adornments and Swarovski crystals,
available in the market. We take great care in creating the most luxurious, eco-friendly accessories that can be enjoyed for many
years to come.
To ensure your product's greatest longevity, we ask that you please handle your handcrafted bag with care and always store it in the dust bag provided with your purchase, when it is not in use.
Please do not wear your bag out in the rain as excessive water may ruin the fabric; always keep dry and shield fully from
perfumes, hairsprays, lotions, make-up, dust and abrasive surfaces (as these materials may cloud crystal pieces and stain or
damage fabrics and metals).
All of our handbags are pre-treated with a fabric protector prior to shipping, to repel liquids and block stains. If at any point, a
additional cleaning is required, we encourage you to consult a trusted dry-cleaning professional.
Over time, it is natural for metal handbag chains and hardware components to acquire slight tarnishing with wear. To reduce the
effect of wear, gently wipe the metals periodically with a soft polishing cloth.
Due to the hand-woven, hand-dyed or vintage nature of some of the artisanal fabrics used to create our bags, slight variations in
color and texture may exist between pieces. These unique variations are inherent to the product and add to its natural beauty.
