Care services
I can be heat pressed to leather goods, and am available in how many color offerings?
What is a hot stamp, and available in 18 colors and embossed only option.
How to use depw/o & when?
New launch and Make it yours.
Mandatory: must be included,
Order Id/#
sku or item description (any other identifying comments
expected delivery date
When can we place OB w/o payment?
If a unit is received damaged, all OB require 100% deposit!
What is the sales limitation policy?
No more that 3 leather goods per trans (including SLG, with no more than 2 identical products per such transaction.
Also customers cannot, within 4 consecutive weeks buy more than 6 LG goods, or buy in more than 3 LV store worldwide.
What are some care service offered that are complimentary and can be done in store?
Leather nourishment using leather care nourish and light clean leather lotion and for canvas the canvas lotion, hot stamp, fragrance engraving. Replace zipper pulls, hooks for poche cles, replace rivets, order spare parts, etc...
How to assist a client when picking up click and collect?
Client must present a Government ID and credit card used, when picked up, you MUST click "choose action" at the bottom green bar and change status to "client collected" to clear the C&C dashboard.
What are the different status levels?
New: order not sourced yet
Polled: sourcing store is listed
verified: SC has accepted order (waiting for availability)
received: item was received on store
unfulfilled: order was rejected 5 times or expired
Can we offer return or exchange is client has no receipt?
No, if item was a gift and provide the gift givers information and item can be located on the profile and exception can be made in partnership with management.
What are the four points of contacts, and when should we begin?
step 1: 1-2 days post visit
step2: 3 weeks post visit
step 3: pick up
step 4: 24 hours post pick up
What do I do when my client informs me that the package never made it to it's intended destination?
You must alert the operations team so that we may open a UPS investigation on behalf of the client. No refunds or exchanges can be offered while investigation is ongoing. Investigations take up to two weeks.
Can my client that is placing an order over the phone ship to a location other than the billing address? What is the policy?
No, policy is that all phone orders must have matching shipping and billing.
What to do when OB is unfulfillable?
When OB is unfulfillable, clients must be refunded fully if item is no longer available for order. If item is available you must 1st close the unfulfillable one and then reorder and make reference for when payment was originally taken ie... 4.15.22 rec#628-1234
Client doesn't want the click and collect what can we offer? Are we able to offer a refund, what does that process look like?
We can offer exchange of equal or greater value, if client wants a refund they must visit a free standing store, or we can ship back on their behalf selecting that method on click and collect app and use the return label sent with purchase.
Where else do we ship outside of the US, and what is required to send to these locations?
Puerto Rico and St Thomas, Green light process must be completed.