Customer Service Policy | Longchamp United States

At Longchamp United States, our customer service embodies the same craftsmanship and elegance as our luxury collection—handbags, small leather goods, luggage, footwear, and ready-to-wear. We are committed to delivering exclusive, detail-oriented support that matches the value of your investment, ensuring every interaction feels thoughtful and tailored to your needs.

1. Service Mission

Our goal is to make your Longchamp experience as refined as our products. Whether you’re seeking advice on leather care for a new handbag, tracking a luggage order, or resolving a return, we strive to provide solutions that honor your trust in our brand. We don’t just address inquiries—we deliver support that reflects our French heritage of luxury and attention to detail.

2. Service Channels & Response Times

We offer channels designed to fit the pace of your life, with response standards that align with our commitment to efficiency:

2.1 Primary Support: Website Inquiry

  • Access: Visit langchanpi.com and navigate to the “Contact Us” section to submit a personalized request.
  • Response Time: We aim to reply within 24–48 business hours. For urgent matters (e.g., a missing luxury package, damaged item upon delivery), mark your inquiry “Urgent” to prioritize resolution.
  • Best For:
    • Order tracking (including updates on 1–3 day processing and 6–12 day delivery).
    • Product questions (e.g., leather type differences, luggage weight limits, footwear sizing for ready-to-wear).
    • Return/refund requests (aligned with our 60-day return window and 5–10 day refund processing).
    • Care guidance (e.g., how to maintain vachetta leather, clean fabric handbags).

2.2 Mailing Address

For formal correspondence or returns (always submit a website inquiry first to secure a pre-paid return label—critical for protecting your luxury items):Longchamp United States156 Maple Court, Suite 502San Diego, California 92101United States of America

  • Response Time: Allow 5–7 business days for us to receive, log, and respond to mail, with follow-up via email.

2.3 Self-Service Resources

Our website features curated resources to help you find answers quickly, without waiting:

  • Order Tracking: Log into your account to view real-time shipment status for your luxury items.
  • Product Guides: Access detailed content like “Leather Care 101,” “Luggage Packing Tips,” and size charts for footwear/ready-to-wear.
  • Policy Hub: Review our free shipping rules, 60-day return policy, and refund process—all tailored to luxury purchases.

3. Core Service Scope

We support you through every stage of your Longchamp journey, with expertise specific to our luxury collection:

3.1 Pre-Purchase Support

  • Provide in-depth product details (e.g., explaining the durability of canvas vs. leather handbags, luggage warranty coverage).
  • Offer personalized recommendations (e.g., “Which suitcase size fits international carry-on rules?” “What leather care tools pair with your new small good?”).
  • Clarify policies (e.g., free shipping eligibility, customization options—if applicable).

3.2 Order & Shipment Support

  • Track and update you on order progress (e.g., “Your Le Pliage handbag has been processed and will ship tomorrow”).
  • Assist with address modifications (only if requested within 24 hours of order placement—to protect high-value items from misdelivery).
  • Resolve shipment delays (e.g., investigating why a luggage order is beyond the 6–12 day window, coordinating with carriers for updates).

3.3 After-Sales Support

  • Guide returns/refunds: Issue pre-paid labels, confirm inspection status (e.g., “Your unused leather wallet has been approved for a refund”), and share refund timelines.
  • Address quality concerns: For defective items (e.g., faulty hardware on a handbag, scuffed leather from manufacturing), we cover return shipping, offer a replacement, repair, or full refund—and follow up to ensure satisfaction.
  • Share long-term care tips: Help you preserve your luxury items (e.g., “Store your handbag with a dust bag to prevent color fading,” “Use a leather conditioner every 3 months for vachetta”).

3.4 Special Requests

  • Fulfill gift-related needs (e.g., confirming luxury gift packaging, adding a handwritten note to your order).
  • Assist with customization inquiries (if applicable—e.g., monogramming options for handbags, color matching small goods).

4. Service Commitments

We stand behind these guarantees to uphold our luxury standard:

  • Transparency: No vague answers—we explain order delays, return rejections, or policy limits clearly (e.g., “Your return was denied because the dust bag is missing—this protects the integrity of our luxury resale value”).
  • Exclusivity: Every inquiry is handled by a team trained on Longchamp’s craftsmanship—no generic support.
  • Accountability: If we make a mistake (e.g., shipping the wrong handbag color, delayed communication), we take full responsibility: we cover all correction costs (e.g., expedited shipping for a replacement) and follow up to ensure the issue is resolved.

5. Feedback & Continuous Improvement

Your input shapes our service—we value it as much as we value our craft:

  • If you’re unsatisfied with your service experience, submit feedback via the “Contact Us” section with “Service Feedback” in the subject line. We’ll review it within 2 business days, apologize, and take action to fix the issue.
  • We use feedback to refine our team’s training (e.g., adding more expertise on vintage collection care) and update our self-service resources (e.g., creating a “Frequently Asked Questions for Luggage Repairs” guide).

For questions about this policy or to connect with our team, submit an inquiry via langchanpi.com or mail us at the address above—we’re here to honor your trust in Longchamp.