FAQs

FREQUENTLY ASKED QUESTIONS (FAQ)

1. PRODUCTS & AUTHENTICITY

Are all your products authentic?

Yes. Every bag is carefully authenticated by Entrupy, LVMH-backed start-up using AI technology. Minor wear or patina is normal for pre-owned luxury items.

Are the product images exact?

We try to reflect as closely as possible in the product images the real conditions of the products including, signs of wear. On the other hand, outfit Images are illustrative. Color, lighting, or minor details may vary from the actual product.

How do I know the condition of a bag?

Each listing includes a detailed condition description and high-resolution images. We note any visible wear, scratches, or imperfections.

Good condition: strong signs of wear, with at least 1 obvious default
Very good condition: slight signs of wear with no obvious default
Excellent condition: Very minimum signs of wear

2. ORDERS & PAYMENT

How do I place an order?

Select your item, add it to the cart, and complete payment through our secure payment gateways (Stripe, PayPal, or other supported methods).

What is an item under pre-order?

These are items that are in transit or under process of internal purchase, therefore are not immediately in stock. Transfer will require time therefore they are shipped 15 business days after order confirmation.

When is my order confirmed?

Orders are confirmed once payment is successfully processed and a confirmation email is sent.

Do you require identity verification for orders?

For high-value items or unusual orders, we may request identity verification to ensure security and prevent fraud.

3. PRICES & TAXES

Are prices inclusive of VAT?

Yes. All prices are in Euros (€) and include normal VAT.

Do you ship internationally?

Yes. International customers are responsible for import duties, customs fees, and local taxes.

4. SHIPPING

How are items shipped?

All items are shipped via secure, insured carriers. High-value items may require a signature on delivery.

When are items shipped after order confirmation?

Items not under pre-order are shipped within 2 business days. Items under pre-order are shipped within 15 business days.

How long does shipping take?

France & EU: 2–7 business days
International: 5–15 business days

Can I track my order?

Yes. A tracking number is sent via email once your order is dispatched.

What happens if my package is lost or damaged?

Option to insure High-value items shipping is available at check-out. Contact us immediately at contact@sac-populaire.com with tracking info and photos. Claims will be handled promptly.

5. RETURNS & REFUNDS

Can I return a product?

EU consumers have a 14-day withdrawal right, but items must be returned in original condition with all tags, packaging, and certificates.

What if the item is damaged or altered?

Returns may be partially or fully refused if the item shows additional wear, cleaning, or handling beyond normal inspection.

Can I get a store credit instead of a refund?

Yes, only if you agree. Statutory refunds for withdrawals are always issued to the original payment method unless the customer opts otherwise.

Are promotional products refundable?

No. Promotional products, gifts, or items offered free or at a discount cannot be refunded, unless legally required or defective.

6. PRIVACY & COOKIES

What data do you collect?

We collect only what is necessary to:

Process and deliver orders
Manage payments and prevent fraud
Improve website performance
Send marketing communications (with consent)

How long do you keep my data?

Order/invoice data: up to 10 years
Marketing/account data: until deletion or consent withdrawal

Do you use cookies?

Yes. Cookies are used for site functionality, analytics, and marketing, and are only activated with your consent. Preferences can be changed at any time.

7. INTELLECTUAL PROPERTY

Can I use images from your site?

No. All text, product images, AI-generated editorial images, branding, and logos are protected by intellectual property laws.

What if I see my content on your site?

If you are the owner of any content appearing on our site and believe it infringes your rights, contact us at contact@sac-populaire.com. SAC POPULAIRE will promptly review and remove or modify it.

CONTACT US

For any questions, assistance, or concerns, contact:
Email: contact@sac-populaire.com
Response time: within 48 hours

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