Frequently Asked Questions

Welcome to our faq page, where our goal is to make it easy for you to find the help you need. If you cannot find the answer to your question, please click here to email our customer service department

Ordering questions

Do you offer gift cards?

We do not currently offer gift cards via this website. Contact our customer service department to make special arrangements.

How do I know that my order has been shipped?

When your order has been shipped, we will send you another e-mail with your tracking number and a link to where you can track it online.

How do I change or cancel an order?

If for any reason you would like to change or cancel your order, please contact our customer service department as soon as possible. We will make every effort to accommodate your request. However, keep in mind our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process. Click here to email our customer service department.

What are my payment options?

We accept visa, mastercard, american express and discover.

Are purchases on this website really tax free?

We collect sales tax only in states where we have a physical office, store or dealer (new york).

Is ordering over the internet secure?

Yes. Secure socket layer (ssl) encryption is used for every transaction in order to ensure that your order is secure. Ssl encrypts the transmissions from our ecommerce servers as well as your computer. Ssl encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.

Why did you call or e-mail me to verify my order?

For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or e-mail you to verify your information.

Shipping questions

What are your shipping fees?

We are pleased to provide free ground shipping on every order. Expedited service can be calculated during the checkout process with our ups shipping quote system. We will charge a $10 processing fee on returns and exchanges and will deduct that charge from the credit card refund. We will provide a pre-paid return label to make returns and exchanges easy.

When will my order be shipped? When will it arrive?

With ground shipping, once your package leaves our warehouse, you should receive it in about seven days.
If your order was placed monday thru thursday, it will be shipped the same day or the day after. If your order was placed on friday prior to 3:00pm est, the order may be shipped the same day, if not it will be shipped on monday. You will receive an e-mail confirmation once your order has shipped.

What's the status of my order? How do I track my order?

Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.

Do you ship to po boxes or apo/fpo addresses?

For security reasons, we do not currently ship to p.O. Boxes or apo/fpo addresses.

If I send my package as a gift, will the recipient receive the invoice?

Yes. If you would like us to remove the invoice from the package, please contact our customer service department immediately after placing your order. We can also create a gift message for you.

International shipping and return questions

Do you ship internationally?

We do not currently offer international shipping at this time. However, you may contact our customer service department to see if we can make special accommodations. Click here to email customer service.

Return/exchange questions

What is your return/exchange policy?

We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund or exchange. Please note that our products are comprised of natural materials and exotic skins, and therefore, variations in color and texture are to be expected.

We accept returns within 30 days of purchase, and will refund within 15 days after the return as been received in the form and amount tendered for the original transaction. All returns or exchanges must be unused and in their original condition with receipt and tags attached. Merchandise received after 30 days will only be accepted at our discretion for an online store credit.

International orders are non refundable.

For returns/refunds, we deduct $10 processing and shipping fee from the amount refunded to the shopper's credit card. We will only refund shipping charges if we sent the wrong item or the item sent was defective. The return/exchange value is determined by the amount listed on the invoice, or the last retail price of the item.

Please note: we do not accept returns on products that were not purchased via this website.
Please use the most economical shipping method for your return. Due to security constraints, we cannot reimburse you for an amount greater than your purchase amount.

To make a return or exchange, please email our customer service department, and we will send you a return form and return shipping label via email. Simply complete the return form and return it in the box with your returned merchandise.

Where do I ship my return/exchange?

Returns and exchanges must be mailed to the address on our return form:
Khirma Eliazov Handbags
Attn: website returns
New York, NY 10014

To obtain your return form, please click here to email our customer service department. We will email you a return form as well as a convenient pre-paid return shipping label to make your return easy. You must use our return form to properly process your return/exchange.

How should I ship my return/exchange?

Pack and seal your box securely, in the original package if possible, and use the convenient pre-paid return shipping label. To get your shipping label and return form, please click here to email our customer service department. To be properly processed, you return/exchange must include a completed return form. Packages must be returned prepaid. We do not accept cod.

When will my credit card be refunded?

Once your package has been received, your refund or exchange will be processed within 15 days. If there is a refund due, a credit will be issued in the original form of payment. The credit may not show up until your credit card's next monthly billing cycle. You will be notified via email to the address listed on your order when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. When processing your exchange we automatically credit you in the original form of payment and reauthorize a new payment for your exchange. If you have used a banking or debit card, your financial institutions policies may result in a non-sufficient funds charge if you are executing a return/exchange.

Miscellaneous questions

I bought your product on ebay or another resale boutique. Is it authentic?

To be sure that you're not buying a counterfeit product, we suggest you shop on our website or from one of our authorized retailers.

Where are your products made?

Our products are designed in new york and produced by reputable vendors across the globe.

Can you tell me when new products or special promotions are announced?

Yes. Click here to receive e-mail updates on new products, sales, events and other special announcements.

Where is the nearest store near me?

In addition to, we sell our products at luxurious department stores and boutiques worldwide. Visit our store locator page to find a retailer near you.

Are the products on the website the same as in the stores?

Yes. Although our website may have a greater selection than a store in your area, the products are the same. Visit our store locator page to find a retailer near you.

Why can't I find the bag that I want?

It's possible that the item you're looking for is not in stock. Please email our customer service department to find a specific item.

What is your privacy policy?

We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. For more details on our privacy policy, click here.

Is my personal and credit card information safe on your website?

Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.

Who do I contact about sales and distribution requests?

Click here to email our sales team.