CUSTOMER CARE

 

 

 

Product Availability 

All products are subject to availability. You will receive order confirmation email, once the order is placed. Please note that the first email does not guarantee the availability of the product you purchased. After your order is checked and processed for shipment, you will receive shipment confirmation email containing your order details and tracking numbers. 


In case the product you would like to purchase is out of stock, kindly select 'pre-order' feature and proceed to check out. Full-amount payment is required and we will send notification email once the product is back in stock and ready to ship.

 

*Please note that pre-order typically takes 3-4 weeks for production to be back in stock.

 

Pricing & Payment Option

If there's an error in the merchandise price you ordered, we will give you the option of reconfirming your order once again. If we are unable to reach you, we will cancel your order. 

We have 2 payment options 

  1. Bank deposit: subject to IsawanMuse Co., Ltd. 
    Kasikorn Account No.015-8-82202-4

    BBL Account No. 879-0-230646 
    SCB Account No. 247-2-232942  

*Proof of payment is required to be sent to info@isawanbag.com within 3 days of purchasing by bank deposit

  1. Credit card: we accept  American Express, MasterCard and Visa. *please note that your credit card will be charged after we have verified your card details, received credit authorization, confirmed stock availability, and your order is ready to be shipped.

 

 

 

 

Bag Care 

Your Isawan bag was designed to be a classic leather bag. From sourcing the finest-quality leather – each piece unique with its own texture, marks, and tonal variations, to 

selecting high quality coated-brass hardware of Isawan bags that are known for its sheen and durability.

 

To keep your Isawan bag in the best condition, we recommend the following care tips:

  1. Avoid contact with water, especially oil-based cosmetic. If your bag gets wet, remove any residual water immediately and dry naturally, never with a hairdryer.
  1. Keep out of heat and direct sunlight for extended time as it may cause discoloration of pigmented surface
  1. Do not rub your bag with rough and sharp surfaces to prevent scratches. Minor scratch marks can be reduced by delicately massaging the skin.
  1. When not in use, fill your handbag with stuffing to maintain its shape. Always keep the bag in the dust bag given and store in a cool, dry place (consider adding a packet of silica gel to absorb the moisture).
  1. Extra care should be taken when in contact with light colored garments or surfaces to prevent color transfer. Professional leather cleaning is recommended. If you have any specific enquiries about the leather we use or caring for your product, please contact Customer Services at customercare@isawanbag.com.

 

Repair

All Isawan bags are quality controlled and guaranteed against defects in materials and workmanship for one year from the date of purchase. Within this period, we offer a repair or replacement service at no extra costs to customer. Should you receive an item that is imperfect, please contact customercare@isawanbag.com. Please note that we can only repair items purchased from www.isawanbag.com, Isawan Showroom, or authorized retailers. This limited warranty does not cover standard wear and tear, misuse, or theft. 

To arrange a repair, kindly take your bag and warranty card to Isawan Showroom. You can also mail your bag directly to Isawan Showroom, by filling out the printed Repairs Request Form, and sending it along with your bag and warranty card in secured packaging to the following address:

Isawan Showroom
999 Gaysorn Building, 
6th floor, Room No. 6C-1, 
Ploenchit Road, Lumpini, Pathumwan, 
Bangkok 10120, Thailand

*The repair service is also available for Isawan’s merchandise that already exceeds the guaranteed period with repair fee. Please contact customercare@isawanbag.com for more details.

 

 

 

 

Returns & Exchanges

Returns and exchanges can only be requested on full price items that were purchased online at isawanbag.com. The return & exchange authorization must be requested within 20 days of shipping date by email to customercare@isawanbag.com and not to any distributors. All returns and exchanges must be received no later than 14 days after customer receives the email indicating return authorization number.

Merchandise must be returned in perfect condition with their original packaging which means no scratch, no damage, and shoes must be tried on carpet only. A copy of your invoice must be enclosed with your return authorization number. You will receive an email notification once we have received and processed your return.  

For exchange, you will need to follow our return guidelines and place a new order online.

*We are unable to accept the returns on items that are damaged or that do not meet the above criteria. In that case, we will send the merchandise back at the customer’s expense.

*Kindly note that your return and exchange is requested to be sent with recipient's signature requirement to the following address

Isawan Showroom
999 Gaysorn Building, 
6th floor, Room No. 6C-1, 
Ploenchit Road, Lumpini, Pathumwan, 
Bangkok 10120, Thailand

 

 

 

 

Refunds

We will refund the merchandise price minus shipping costs and credit card payment fee. All sales taxes be refunded for orders within Thailand. Isawan cannot refund customs duties and taxes on orders shipped outside Thailand. Please allow 7-10 days for your refund once your return/ exchange item is received.

 

 

 

 

Insurance & Lost Merchandise

We will be responsible for the merchandise until the merchandise is delivered. We ensure all items are secured and non-damaged at no cost to the customer. 

In the unlikely event that the merchandise is delivered in damaged condition or differed from the customers’ order, kindly contact customercare@isawanbag.com within 20 days of receiving the shipment confirmation email. You will need to ensure that all original packaging is kept. (including the shipping document and invoice).

 

 

 

 

Shipping & Delivery 

Once your order has been processed and shipped (typically takes around 1-2 days after your order is placed), you will receive a confirmation email with tracking number attached. All orders are processed and delivered on Monday through Friday, excluding holidays. A recipient's signature is required to ensure secured delivery. 

*During sales and holiday period, the shipping period might be delayed. For any special request, kindly contact customercare@isawanbag.com directly.

 

Domestic orders 

We provide free shipping for domestic order. Orders are shipped via thai express mail service before 2pm (ICT) on Monday and Thursday.

For special request, kindly contact customercare@isawanbag.com

 

 

 

 

International orders 

International orders are shipped via DHL, FedEx, ETC. depending on region and/or continent before 2pm (ICT) on Monday and Thursday.

 

Tracking

As soon as your order has been shipped, you will receive a shipping confirmation email that contains tracking numbers. If you have questions about your order’s delivery, please contact customercare@isawanbag.com

 

 

 

 

Taxes & Duties

Please note that your order is shipped on a DDU (delivery duty unpaid) basis, meaning the price displayed at checkout are exclusive of all taxes and duties. We are unable to calculate the exact amount of duties and taxes that will occur at your local custom.