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Frequently Asked Questions

How do I make a purchase?

Shopping at lamontelondon.com is easy: browse by style or bag type, add items to your shopping bag and follow the prompts at checkout. 

Which payment methods does lamontelondon.com accept?

lamontelondon.com accepts the following payment methods: Visa, Mastercard, Delta, Solo, Visa Electron, Maestro credit and debit cards and PayPal. 

Online shopping – Can I change my address on my order once I have placed it?

Once an order is confirmed, we regret that you cannot change the delivery address, please cancel the order and replace using the correct address. 

What packaging will my order be shipped in?

Most orders are shipped in a bespoke cardboard box with Lamonte’s signature logo on the outside. 

I have forgotten my password. What should I do?

Go to Sign In and click on 'Forgotten your password'. We will email you a new temporary password. 

Do I need to sign for my order?

Yes, our carriers will require a signature when they deliver your parcel. For more information, see our Shipping Terms page. 

When will my order be delivered and can I track my order?

Delivery times will depend on the options you select at checkout; see our Shipping Terms page for more information. You will recieve at text message once the package is going to be delivered. 

How do I return items to you?

Returning a lamontelondon.com order is easy. Just print off your returns label which will be sent out to you and arrange collection through our partners DPD Interlink. If for any reason you're not happy with your purchase, we offer a full refund within 28 days of delivery or collection – provided the items are new and unused, with all the labels and tags intact and in the original packaging.

Please note, in some instances, we are unable to offer refunds or exchanges. This includes products which have had their protective seals or strips removed or damaged. This does not affect your statutory rights. For more information please see our Returns Policy.

You can refund online orders by post. Products can be returned via our returns service.

If you have ordered from outside of the UK and the value of your item(s) you are returning is over £250, we strongly advise you to use our complimentary courier collection service. Please contact our Customer Service team - [email protected]

How long does it take to get a refund?

Once we have received your item, you will be refunded to your original payment method. If this is to a debit/credit card it will appear in your account within five days, depending on your card issuer.

If you paid using multiple payment methods we will refund to your credit card/debit card/paypal account. Please see our Returns Policy for more information. 

Will I get refunded the delivery charge when I return an item?

If you return your order in full, then, subject to the delivery method that you selected when first placing your order, you may be entitled to a refund of all or some of that delivery charge. For full details please see Terms and Conditions. Some products are not eligible for a refund or exchange – this includes products which have had their protective seals or strips removed or damaged. If your order contains one or more of these products, unfortunately, this will not count as a full order return, and we are unable to refund your delivery charge. *Please note, this applies to UK orders only 

Can I cancel my order before it is dispatched?

You can cancel your order at any time before it is dispatched. To do this, you will need to sign into your account and view your order history. If your order has already been dispatched, you can return it to us within 28 days of delivery. See our Returns Policy for more information. 

Do I need to open an account to place an order online?

No, you can use the guest checkout to complete your order. Having an account not only speeds up the order process, but you will also be able to see your order history; save your personal and payment details as well as edit your favourites items. It also enables you to register for GPS tracking services. 

Product enquiry - Do you sell the product I am looking for?

To find a particular product, you can use our search box, browse by style or bag type e.g. Briefcases, Messenger Bags, Totes, Laptop Bags 

Sale - when is your next Sale?

Lamonte London runs seasonal online sales. The exact dates are available nearer the time, so sign up to our mailing list to be the first to know. 

How can I see if products are eligible for international delivery? 

Most, but not all our products are available for international delivery. If you put products which are not eligible for international delivery in your basket and proceed to checkout then you will be notified of this and can either remove these products from your basket or save them for later. You must select one of these options to be able to proceed through checkout.

What local tax and duties are charged?

If you are buying goods for delivery to a non-EU address, we deduct UK VAT from the product price, and we will add local import duties at checkout that are applicable in order to deliver the goods to your country. 

What payment methods can I use?

Most of our payment methods are available for all currencies (Visa, Mastercard, Delta, Solo, Visa Electron, Maestro credit and debit cards and PayPal). 

What do I do if I want to return my goods?

If you are not completely satisfied then that’s not a problem. Within certain timelines and product restrictions, we will accept returns. The process varies for returns from an EU country and a non-EU country. For more information please see our Returns policy. 

How much will delivery cost?

Delivery to the EU costs approx £20 dependants on the region and delivery to countries outside of the EU have varying costs again depending on the region. For more information on our International delivery service, visit our International Shipping page. 

How long will my delivery take? What happens if my delivery is late?

Information about delivery times and how to track your order is available in our Shipping Terms section. International delivery times are approximate, as there may be some situations which cause delays to your delivery which are out of our control. 

If I return goods, will I get refunded the local tax and duties I paid at checkout?

Unfortunately we are not able to refund local tax and duties paid at checkout on deliveries to non-EU countries as these are charged by local governments and paid by Lamonte London on your behalf. Certain countries operate schemes to reclaim any local tax and duties if you return goods and will require a specific application by you to your local government or authority.

GPS Tracking

How does the Lamonte bag tracker work?

Lamonte’s tracking devices are enabled by Bluetooth low energy, so the range of connectivity is up to 100ft. The device offers multiple features that may be utilised within this 100ft, such as a geo fence or invisible barrier. Once a user separates from their bag, the user receives a notification once the bag breaches this invisible barrier and can see the last known location of their bag on a map through Lamonte’s App. Users can then continue to track it.

Beyond this 100ft range, the GPS function will then take over enabling the user to find the bag after it has been lost. When a bag goes missing the user will receive a notification through the App alerting them to the loss. Please see user manual or web video for more details. 

Is my phone compatible with the Lamonte tracker?

Lamonte’s tracking device requires a phone to be running the Lamonte app in the background. Bluetooth must also be left on in the background (our engineers have minimised the battery drain on your phone by utilising Bluetooth Low Energy technology). The device works with:

iOS (apple) & on Android (Samsung) platforms & Later with Bluetooth Low Energy  * To find out if your Android phone is compatible, simply download and install the Lamonte app from Google Play 

Is the device safe for use?

Yes, each device has gone through rigorous testing and has been approved by the lab and issued with a CE Marking or certificate. CE marking is a mandatory conformity marking for certain products sold within the European Economic Area (EEA) since 1985.The CE marking is the manufacturer's declaration that the product meets the requirements of the applicable EC directives.

The mark consists of the CE logo and, if applicable, the four digit identification number of the Notified Body involved in the conformity assessment procedure. Electrical equipment that is being sold in the UK and Europe is required to be CE Marked under the Low Voltage Directive. The Directive applies to electrical equipment that operates between 50 to 1000 volts for alternating current or 75 to 1500 volts for direct current and applies to new equipment that is being placed on the market for the first time.

How many bags can be tracked at one time?

Any number of bags can be added to the App however one may be tracked at any given time as it ‘talks’ to the device using Bluetooth technology. The user can change settings should they wish to use a different Lamonte bag they have. Please see user manual or web video for more details. 

What happens if my phone is in the bag when lost?

The user can log into your Lamonte account from a seperate devciee and track the product off any mobile, tablet or computer device. Phase 2 will introduce our website tracking services enabling full tracking management of the bag from your PC or Laptop from the website. This will provide real time tracking of the item and other features. 

Is there a service fee or monthly fee?

Beyond the price of the bag, there is a one-off service fee per year of £55. This is essential to maintain the services provided to our customers. The Lamonte app can be downloaded for free in Apple's App Store or in the Google Play Store. Payment is due a year to the day that the service was initially activated and this will be an automatic payment using pre-registered payment card. 

What is the battery life of the tracking device?

With normal use, the battery in our tracking device will normally last between 3-5 days without the need for further charge. In event of loss, GPS, GSM and WiFi will all be functioning. This will reduce the battery life to between 6 - 8 hours due to the sensors all collaboratively working and sending data to our servers.  If battery requires charging, then notification of this will be sent by the App to the user’s phone. 

What happens if the tracking device doesn’t work?

Lamonte guarantees to the Customer that the Products purchased will be free from defects for a period of 12 months from delivery unless otherwise stated on the order confirmation. Should the Products be defective within the period, Lamonte will repair or replace them within a reasonable time using components or replacements that are new, or equivalent to new. 

If the GPS device does not function correctly, the customer should contact customer services on [email protected] where assistance can be given by one of our staff members to resolve the issue. Should there be a fault with the device then the product will be exchanged. There is a 1 year manufacturer’s warranty for the bag and the device. 

Does the tracking service work outside of the UK?

Yes, the device is embedded with sensors and 3g technology enabling the user to track their bag wherever they are in the world. We include a worldwide SIM card which will not add additional roaming charges to the account. The average data useage is approx 10mb per month. 

Are the bags safe to use for international travelling?

The bags and devices have been rigorously tested at UK airports through x-ray machines and 3D scanners and are deemed safe to use and carry on flights. Please ensure you engage aeroplane mode on your iphone app or turn off tracking on your Android app in order to comply with aviation rules relating to electronic device use on flights.