FAQ

Newsletter

Can I sign up for your newsletter?
Yes you can. There is a subscribe form in the footer. That way you'll be the first to know about latest arrivals, updates, sales and promotions. You can unsubscribe at any time via the "unsubscribe" link at the bottom of any newsletter.

Personalization

Is it possible to personalize my bag?
Yes it is! We offer an embossing service at our Antwerp store. We can emboss your initials on any Lies Mertens handbag or accessory. Read more about it on our embossing page.

Can I refund my embossed bag?
Once an item is embossed it cannot be returned. This is also the reason why we do not offer embossing online, in case you wish to return the item.

Can I emboss my entire name?
Our heat-press machine allows us to use up to 3 letters. That is why we generally emboss initials. If your name only exist out of three letters, then it is possible. 

Shipping 

Where can I receive my order?  

All orders can be sent to an address selected by you (home, work, etc.). We deliver within Europe.
Find all information about our shipping policy here.

How long will my order take to arrive?

Delivery times depend on the destination. Delivery within Belgium takes 2 to 5 working days. EU deliveries take 5 to 7 working days.
Find all information about our shipping policy here.

How much do I pay for delivery?

Shipping in Benelux above 250 euro: Free Shipping (excluding sale items)

All other Benelux orders: 8 euro
All other European countries: 15 euro 

Find all information about our shipping policy here.

Can I track my order? 

Yes, the tracking number will be sent to you once the order is fulfilled.

What if it doesn't feel right? 

We’ll cover the costs of shipping if you'd like to exchange to another product. If you'd like to return stuff altogether, please find guidance in our Returns & exchange policy.

What if I receive a faulty or incorrect item? 

At Lies Mertens we pay great attention to the quality of our products.

If, however, despite all of the quality controls carried out, an item appears to be faulty, we ask kindly that you contact boutique@liesmertens.be.

If an error occurred, we do sincerely apologize. We ask kindly that you contact boutique@liesmertens.be including:

- Your order number
- A description of the problem
- Pictures of the faulty item(s)

Lies Mertens will cover the return fees by giving you a prepaid return label.

Our Products

How to know when a product will be back in stock? 

If the item you are looking for is no longer available, we invite you to subscribe to the restock alert. This way you will be notified by email once the item comes back in stock.

We are not able to give a precise date or hour of restock.

Why not vegan leather? 

We do not use any synthetic materials that are called vegan leather alternatives. We believe that using eco-friendly tanned leather is currently the most sustainable option to produce bags that can be used for a lifetime. Our hides are a by-product of the meat and dairy industry. Transformation into leather is the best use for those hides. Leather still is the most high quality option, most durable and – unlike other materials – becomes more beautiful over time.
Alternatives to real leather are mostly made from PU, PVC or other composite microfibers, which produce many harmful toxins in the production process and don’t fully biodegrade. Moreover, these alternatives will never last as long or age and develop over time as leather does. We make an effort to design timeless pieces that you can carry and cherish for years.

Where are our products made? 

We vouch for  the shortest supply chain possible and our entire product is made in Europe. The leather comes from Germany and Italy. Our bags are handmade in Portugal and Italy. We work with families of experienced leather workers in a town near Porto in Portugal and near Padua in Italy, with whom we’ve built a lasting and trusting relationship. 

What do you do in terms of sustainability? 

Our handbags are designed in Antwerp and handmade in Portugal and Italy. We design everything to last. Meaning we invest in quality leather and craftsmanship. Our sustainable practises, transparent production process and the daily strive for less and better in all dimensions, isn't just a nice extra, but for us the only right way to act.

You can find all information regarding our sustainable processes here, we are currently working hard on creating a more transparent website so more information will follow soon.