Customer Care

Customer Care

1. How do I place an order?
Go to the product on the website and press "ADD TO CART". After agreeing to our Terms and Conditions you can check-out. You will be forwarded to a secured page of PayPal. Here you can pay with credit card.

PLEASE NOTE The total cost of your items ordered plus shipping fees as displayed on the web will be billed to your credit card. Where products are delivered to you outside of the European Union you will be responsible for paying any local sales tax or import duties arising at the delivery destination, which are NOT INCLUDED in the price of the products.

2. How will I know if my order was received?
Once you have made your payment, you will receive a confirmation email by PayPal.

3. What forms of payment do you accept?
We accept credit card payments through PayPal. PayPal is a safe and secure way to order instantly over the web. If you need more information, please visit the PayPal website

4. What are the shipping costs?
To calculate shipping costs, go to the "ONLINE SHOP" than "SELECT COUNTRY" and press "CONTINUE SHOPPING". If you choose an item from the online shop and press "ADD TO SHOPPING BAG" the shopping bag opens and down at the bottom it shows the shipping costs to the country you've selected.

5. How soon can I get my order?
All orders will be shipped within one week from order date. Bags and small goods are sent by UPS to ensure safe and fast delivery. Once your bag has been shipped, you will receive an email with shipping details and a tracking number. All deliveries require a signature, please ensure somebody is in to sign for the goods. If you are not in to receive goods, you can contact UPS to arrange a new delivery time or delivery address.

6. Can I change my shipping address after my order has been dispatched?
We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address.

7. What packaging will my order be shipped in?
Bags will be placed in a Vlieger & Vandam dustbag and plain brown box, small leather goods are put in a dustbag and envelope, ensuring that they are adequately protected during transport.

8. What is your return policy?
Items should be returned new, unused, and with all Vlieger & Vandam tags still attached. If the product has a technical problem, please contact us immediately. Returns must be made within 14 days after receiving the goods. Returns that are damaged or soiled may not be accepted and may be sent back to the customer. Please ensure all products are returned in their original packaging.

9. Refund
A refund will be made as soon as we've received the returned item in good order. The invoice amount minus the shipping costs will be refunded.

10. Who do I contact if I have problems or questions with my order?
If you have a question about any aspect of your order or our website, our customer care is available to help you during weekdays.


11. How to keep your bag nice and clean?
All types of leathers and other delicate materials (including metal accessories) suffer from humidity. Humidity, salt and atmospheric agents in general can cause permanent and irreversible wear and tear. Use leather protector or leather balsam to make the leather waterproof. Use leather cleaner or shampoo to clean and maintain the appearance of the leather.

Slight imperfections in leathers are entirely normal for the type of natural leathers used by Vlieger & Vandam.

Always store your bag in the dustbag provided when not in use.

Avoid rain and direct contact with heat, oil and direct sunlight.

Metal zippers can be rubbed with candle-grease to make them run smoothly.