Pre-Loved Luxury Bag Restoration FAQ

Frequently asked questions

Arguments

Collection and shipping

We ship throughout Europe and to all countries covered by DHL.

Payments

We accept all major payment methods managed through Stripe: credit and debit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay and PayPal.

Orders

Yes, you are free to decline any additional service quoted. Please note that if the declined service is essential to proceed with the restoration, the work cannot be carried out and the item will be returned to you. For any questions about the quote you have received, we are available at service@the-restory.com.

Service

At present, our service is dedicated exclusively to bags.

Products

Absolutely. Vintage and archive bags are one of our specialities: we know how to treat aged materials and finishes with the care and expertise they deserve.

Account and personal data

No, you can complete your order without registering, by selecting the guest option at checkout. Creating an account, however, allows you to monitor the status of your orders and access the history of your restorations.

Do you have any questions you can’t find the answer to?

Live chat

Use the chat function to speak to an AI agent or a member of our customer service team.

Chat with us

Contact Us

Contact us for assistance with an order or to request a withdrawal.

Contact Us

Frequently asked questions

Collection and shipping

1.1 Which countries do you deliver to?

1.2 Which countries do you accept items from?

1.3 Do I have to pay for collection and return?

1.4 How do I prepare my items for collection?

1.5 Where should I ship my items to?

1.6 What are the conditions for insured delivery?

2.1 Which payment methods do you accept?

2.2 When is the payment charged?

2.3 Can I pay in instalments?

2.4 Will I receive an invoice for the service?

2.5 Do the prices include tax?

3.1 I have been quoted for a service I don't want. Can I decline it?

3.2 I've changed my mind. Can I decline the entire quote for a bespoke service?

3.3 How long does the service take?

3.4 How can I track the status of my order?

4.1 Do you treat leather goods other than bags (belts, wallets, shoes)?

4.2 Can you restore patent leather?

4.3 Can you restore suede?

4.4 Do you authenticate bags?

4.5 What happens if my item cannot be restored?

5.1 Do you accept vintage or very old items?

5.2 Do you treat items with damaged hardware (buckles, locks, zips)?

6.1 Do I need to create an account to place an order?

6.2 How can I view my previous orders?

6.3 How can I delete my account or permanently delete my data?

6.4 How do I edit my personal data?

Subscribe to our newsletter to receive the latest news from The Restory.