Last Update: 14/1/2025
Your Questions,
We’re here to make your experience smooth and stress-free. Whether it’s about orders, returns, or collaborations, find clear and concise answers to your most frequently asked questions. If you need further assistance, feel free to reach out to us directly.
Last Updated: January 13, 2025
At Somlord Group Limited (“Somlord,” “we,” “us,” or “our”), we value your privacy and are committed to protecting the personal information of our customers, website visitors, and all users of our Shopify-powered website at somlord.com (the "Site"). This Privacy Policy explains in detail how we collect, use, disclose, and protect your personal information when you use the Site or otherwise interact with us.
This policy has been designed to comply with applicable privacy laws, including the General Data Protection Regulation (GDPR) in the European Economic Area (EEA), the California Consumer Privacy Act (CCPA) in the United States, and other relevant global privacy standards.
By accessing or using the Site, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with this policy, please refrain from using the Site.
This Privacy Policy governs the collection, processing, and sharing of personal information in connection with the services offered by Somlord Group Limited. For the purposes of this Privacy Policy:
● "Personal Information" refers to any data that identifies, relates to, describes, or can reasonably be linked to an individual.
● "Data Controller" refers to the entity responsible for determining the purpose and means of data processing.
● "Services" refer to all functionalities and interactions related to the Site, including purchases, customer support, and marketing communications.
We understand the importance of your personal information and aim to be fully transparent about how we handle it. This policy details the categories of data we collect, the legal bases for processing, and your rights as a user.
The entity responsible for processing your personal data is:
SOMLORD GROUP LIMITED
LIVEN HOUSE, NO. 61-63 KING YIP STREET, FLAT 1019B, 10/F, KWUN TONG,
Kowloon, Hong Kong SAR
Email: contact@somlord.com
Phone: +8613143422336
If you have any questions or concerns about this Privacy Policy or wish to exercise your rights, please contact us using the details above.
We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, or other operational needs. Updates will be posted on the Site with the "Last Updated" date at the top of this document.
If material changes are made, we will take appropriate steps to notify you, such as by email (if you have provided it to us) or by placing a prominent notice on the Site. We encourage you to review this Privacy Policy regularly.
The types of personal information we collect depend on how you interact with the Site and our Services. Below, we describe the categories of personal information we collect and provide examples for each.
We collect personal information that you voluntarily provide when using our Services, such as:
● Contact Information: Name, email address, phone number, billing address, and shipping address.
● Account Information: If you register for an account, we collect your username, password, and security questions.
● Order Information: Details about your purchases, including the products you’ve ordered, your payment method, and transaction details.
● Customer Support: Information you provide when contacting our customer service team, such as inquiries, complaints, or feedback.
● Marketing Preferences: Your preferences for receiving newsletters, promotional communications, or other marketing materials.
When you interact with the Site, certain information is automatically collected using cookies, tracking technologies, and other tools. Examples include:
● Device and Usage Data: Your IP address, browser type, operating system, device model, time zone, and referring URL.
● Site Interaction Data: Pages visited, time spent on the Site, links clicked, and browsing behavior.
● Cookies and Tracking Data: Small data files stored on your device to enhance functionality, analyze performance, and support targeted advertising. (See Section 8: Cookies and Tracking for more details.)
We may receive personal information from the following third-party sources:
● Shopify: As our e-commerce platform, Shopify processes order information, payment data, and analytics on our behalf.
● Payment Processors: Secure payment gateways, such as PayPal or Shopify Payment, share transaction status and payment confirmations.
● Advertising Platforms: Third-party platforms (e.g., Google, Facebook) may provide information about your interactions with our ads or content.
All third-party data will be handled in accordance with this Privacy Policy and applicable regulations.
We use your personal information to operate, improve, and deliver our Services, as described below:
● To process your orders and arrange for shipping, delivery, returns, or refunds.
● To manage your online account, including account creation, password recovery, and account settings.
● To send transactional communications, such as order confirmations, invoices, and shipping updates.
● To send you promotional emails, newsletters, and special offers.
● To personalize advertising content on our Site and third-party platforms based on your preferences and browsing history.
● To conduct customer satisfaction surveys and gather feedback to improve our products and services.
● To monitor user behavior, improve website functionality, and optimize user experience.
● To identify trends in customer behavior and develop strategies for future growth.
● To protect the security and integrity of our Site and Services.
● To detect, investigate, and prevent fraudulent transactions, unauthorized access, or other malicious activity.
● To comply with applicable laws, regulations, and tax requirements.
● To enforce our terms of service or defend against legal claims.
We only process your personal data when we have a valid legal basis to do so, such as fulfilling a contract, obtaining your consent, or complying with a legal obligation.
We may share your personal information with third parties to facilitate the operation of our business, as described below:
We work with trusted third-party providers who perform essential business functions, such as:
● E-commerce Hosting: Shopify provides the platform and infrastructure for our online store.
● Payment Processing: Secure payment gateways (e.g., PayPal, Stripe, Shopify Payments) handle your payment information.
● Shipping and Fulfillment: Logistics partners help process and deliver your orders.
● Marketing and Analytics: Providers like Google Analytics or Facebook Pixel assist with data analysis and targeted advertising.
We may disclose your personal information if required by law, such as in response to subpoenas, court orders, or regulatory investigations.
In the event of a merger, acquisition, or sale of assets, your data may be transferred to the new owner or successor entity.
We do not sell your personal information to third parties.
As a global business, we may transfer your personal information to countries outside of your jurisdiction, including countries that may not have equivalent data protection laws.
When transferring data from the EEA to non-EEA countries, we rely on mechanisms such as Standard Contractual Clauses (SCCs) to ensure adequate protection of your data.
We use cookies and similar technologies to enhance your experience on the Site. Cookies help us:
● Recognize your browser or device.
● Remember your preferences, such as language or currency settings.
● Analyze how you use the Site and improve its performance.
● Deliver personalized ads and offers.
To manage cookies, adjust your browser settings or use the opt-out tools provided by advertising platforms. Please note that disabling cookies may limit some functionalities of the Site.
For more information, see Shopify’s Cookie Policy.
We retain your personal information only as long as necessary for the purposes outlined in this policy or as required by law. Examples of retention periods include:
● Order Information: Retained for up to 7 years for tax and legal compliance.
● Marketing Data: Retained until you unsubscribe or withdraw consent.
Once the retention period expires, your data will be securely deleted or anonymized.
Depending on your location, you may have the following rights regarding your personal data:
● Access: Request access to the personal information we hold about you.
● Correction: Request corrections to inaccurate or incomplete data.
● Erasure: Request deletion of your personal data (subject to legal exceptions).
● Data Portability: Request a copy of your data in a portable format.
● Objection: Object to certain types of processing, such as direct marketing.
● Withdraw Consent: Withdraw consent for data processing at any time.
To exercise your rights, contact us at contact@somlord.com.
We implement industry-standard security measures to protect your personal data, including encryption, firewalls, and secure payment processing. However, no system is completely secure.
If you suspect unauthorized access to your account or personal information, please notify us immediately.
Our Site is not intended for individuals under 16 years of age. We do not knowingly collect data from children. If you believe a child has provided us with their personal information, please contact us to request its deletion.
If you have questions, concerns, or complaints regarding this Privacy Policy, please contact us:
SOMLORD GROUP LIMITED
LIVEN HOUSE, NO. 61-63 KING YIP STREET, FLAT 1019B, 10/F, KWUN TONG,
Kowloon, Hong Kong SAR
Email: contact@somlord.com
Phone: +8613143422336
Last Updated: January 13, 2025
Welcome to the Somlord website (the “Site”), operated by Somlord Group Limited (“Somlord,” “we,” “us,” or “our”). These Terms of Service (“Terms”) govern your access to and use of the Site, including all purchases made through the Site. By using the Site or placing an order, you acknowledge that you have read, understood, and agreed to these Terms.
These Terms are intended to comply with international regulations, including those relevant in the European Economic Area (EEA) and North America. If you do not agree with any of these Terms, please do not use the Site or purchase any products from us.
If you have any questions, you can contact our Customer Service team:
● Email: contact@somlord.com
● Phone: +8613143422336
● Operating Hours: Monday to Friday: 9:00 AM – 8:00 PM
Somlord Group Limited is a Hong Kong-based company with the following registered address:
LIVEN HOUSE, NO. 61-63 KING YIP STREET, FLAT 1019B, 10/F, KWUN TONG,
Kowloon, Hong Kong SAR
The Site is powered by Shopify, an e-commerce platform that provides the technical infrastructure for hosting our online store.
By using this Site or purchasing products from Somlord, you confirm that:
1. You are of legal age to enter into binding agreements in your jurisdiction (generally 18 years of age or older).
2. You are an individual end-user or "consumer" purchasing for personal use only, not for resale or commercial purposes. Reselling Somlord products without explicit authorization is strictly prohibited.
If you are acting on behalf of an organization, you warrant that you have the legal authority to bind the organization to these Terms.
Somlord offers a curated collection of fashion accessories and bags for sale via the Site.
● Collection Items: These include classic and seasonal items from our current catalog.
● Personalized Items: Customizable products created based on your specific preferences and configurations during the order process.
● Archived Collection Items: Past-season products offered in the "Outlet" section of the Site. Availability may be limited.
The descriptions, dimensions, specifications, and visual representations of the products on the Site are provided for informational purposes only. While we make every effort to ensure accuracy, minor variations may occur due to technical or visual limitations.
● Product prices are displayed in your local currency based on the Site you are accessing (e.g., USD for the US, EUR for Europe).
● Prices are inclusive of any applicable taxes (e.g., VAT, sales tax), but exclude shipping fees and customs duties, which will be calculated and displayed during checkout.
We reserve the right to change product prices at any time without prior notice. However, the price indicated at the time of your purchase will be honored for that transaction.
We accept the following payment methods:
● Credit Cards: Visa, MasterCard, American Express, Discover, JCB.
● Digital Wallets: PayPal, Apple Pay, Google Pay.
● Regional Options: Klarna for installments (subject to approval for US customers).
Payments are securely processed via Shopify Payments or third-party payment gateways. Somlord does not store your payment details.
By providing payment details, you confirm that you are the authorized cardholder or account owner. Orders with mismatched billing and shipping details may require additional verification (e.g., ID or proof of address) before processing.
The order process on the Site is as follows:
1. Select a product and add it to your shopping cart.
2. Review your cart to ensure accuracy.
3. Provide shipping and billing information.
4. Agree to the Terms of Service and confirm payment details.
5. Submit the order by clicking the "Place Order" or equivalent button.
Once your order is submitted, you will receive an email confirmation containing the details of your purchase, including:
● The ordered items and total price.
● Delivery options and estimated shipping times.
● A copy of these Terms for reference.
The email confirmation serves as acknowledgment of receipt of your order, but it does not guarantee acceptance. Somlord reserves the right to decline any order at its discretion, including but not limited to:
● Suspected fraudulent activity.
● Errors in product pricing or availability.
● Breach of our purchase limitations (see 5.3 Purchase Limits).
You will receive a second email once your order has been approved and dispatched.
To maintain fairness, the following purchase limits apply per customer within a 30-day period:
● No more than 5 units of the same product (same model, material, color).
● No more than 10 total items in a single order.
Orders exceeding these limits may be canceled or split into multiple transactions.
We offer multiple delivery options based on your location. Shipping fees, if applicable, will be displayed during the checkout process.
|
Region |
Delivery Partner |
Standard Delivery |
Express Delivery |
|
United States |
UPS / USPS/Fedex |
Free (5-7 business days) |
$20 (2-3 business days) |
|
Europe |
DHL / Local Carrier |
€25 (5-10 business days) |
€35 (2-3 business days) |
|
Canada |
UPS/ Local Carrier |
CAD$20 (7-10 business days) |
CAD$25 (3-5 business days) |
Shipping times are estimates and may vary depending on destination and external factors (e.g., customs clearance delays).
We currently do not deliver to:
● P.O. Boxes.
● Hotel addresses.
● Military APO/FPO addresses.
Once your order has shipped, you will receive a shipping confirmation email with a tracking number. You can use this tracking number to monitor the delivery progress.
Please inspect your order upon receipt. If you notice damage or suspect your shipment was lost, contact us immediately at contact@somlord.com.
For lost parcels, the courier may conduct an investigation before a replacement or refund can be issued.
We accept returns for most items within 30 days of delivery, provided the items meet the following criteria:
● Items are unused and in their original condition.
● Items are returned with original packaging, tags, and accessories.
The following items are not eligible for return:
● Personalized products (e.g., custom-designed handbags).
● Final sale or "Outlet" items.
1. Submit a return request via your account on the Site.
2. Print the pre-paid return label provided by our Customer Service team.
3. Drop off the package at the designated courier location.
Alternatively, you may arrange your own shipping but assume responsibility for lost packages.
Refunds will be processed to the original payment method within 14 business days of receiving your returned item(s). Shipping fees and customs duties are non-refundable unless the return is due to an error on our part.
For more infomation please visit our Return & Refund Policy
All products sold on the Site are covered by statutory warranties, which protect you against defective or non-compliant goods.
To initiate a warranty claim, contact us at contact@somlord.com.
Somlord is not liable for:
● Minor variations in product appearance due to differences in screen displays.
● Losses caused by delays or non-performance resulting from force majeure events (e.g., natural disasters, strikes).
Our total liability for any claim related to your purchase is limited to the amount paid for the item.
For more infomation please visit our Warranty Policy
Your use of the Site is subject to our Privacy Policy, which outlines how we collect, use, and protect your personal information. By placing an order, you consent to the use of your data in accordance with our Privacy Policy.
For more infomation please visit our Privacy Policy
All content on the Site, including but not limited to trademarks, product images, designs, text, graphics, logos, and other materials, is owned by Somlord Group Limited or licensed to us. These intellectual property rights are protected by copyright, trademark, and other applicable laws. Any unauthorized use, reproduction, distribution, modification, or exploitation of the content on this Site is strictly prohibited.
Somlord Group Limited reserves the right to monitor and investigate any potential violations of its intellectual property rights. We will regularly conduct inspections to identify unauthorized use or infringement of our trademarks, designs, copyrights, or other proprietary materials.
In the event that intellectual property infringement is discovered, Somlord Group Limited will take immediate legal action, including but not limited to filing lawsuits, seeking damages, and pursuing injunctive relief against individuals or entities responsible for the violation.
If you believe that any content on this Site violates intellectual property laws or infringes on your rights, please contact us at contact@somlord.com with detailed information so we can review and address your concerns.
These Terms are governed by the laws of Hong Kong SAR, without regard to conflict of laws principles.
For disputes that cannot be resolved through Customer Service, you agree to submit to the jurisdiction of the courts in Hong Kong SAR.
Last Updated: January 13, 2025
At Somlord Group Limited, we are committed to delivering your orders promptly, securely, and globally, wherever possible. This Shipping Policy outlines the shipping options, delivery timelines, costs, and restrictions to ensure clarity and a smooth shopping experience.
We currently ship to most countries worldwide. However, Somlord will not ship to the following:
● Prohibited Locations:Military addresses (APO, FPO, or DPO).
○ Countries or regions with active conflict or war, including Ukraine, Belarus, and Russia.
○ Sanctioned or restricted countries, including Sudan, South Sudan, North Korea, Cuba, Iran, Syria, and Crimea.
We reserve the right to update this list of restricted destinations based on international regulations or logistical constraints. If you are unsure whether we ship to your location, please contact our Customer Service team at contact@somlord.com before placing your order.
We provide flexible shipping options tailored to your location and preferences. All shipping fees are calculated based on the shipping method, destination, and total order value.
|
Region |
Shipping Method |
Delivery Time (Once Shipped) |
Total Time (Processing + Delivery) |
Shipping Cost |
|
United States |
Standard (UPS, DHL, USPS) |
3–5 business days |
4–8 business days |
Free |
|
|
Express (UPS, DHL) |
2–3 business days |
2–4 business days |
$20 |
|
Australia |
Standard (DHL eCommerce) |
10–20 business days |
11–24 business days |
A$13 |
|
|
Express (DHL Express) |
3–5 business days |
3–6 business days |
A$50 |
|
Canada |
Standard (Canada Post, DHL eCommerce) |
2–6 business days |
3–9 business days |
C$9 |
|
|
Express (DHL Express) |
1–3 business days |
1–4 business days |
C$20 |
|
European Union |
Standard (DHL eCommerce) |
7–14 business days |
8–17 business days |
€6–€8 |
|
|
Express (DHL Express) |
3–5 business days |
3–6 business days |
€40 |
|
United Kingdom |
Standard (DHL eCommerce) |
4–10 business days |
5–13 business days |
£5 |
|
|
Express (DHL Express) |
3–5 business days |
3–6 business days |
£30 |
|
Israel |
Express (DHL Express) |
3–5 business days |
3–6 business days |
₪100 |
|
Switzerland |
Express (DHL Express) |
3–5 business days |
3–6 business days |
CHF 30 |
|
All Other Countries |
Standard (DHL eCommerce) |
7–20 business days |
8–23 business days |
Calculated at checkout |
|
|
Express (DHL Express) |
3–5 business days |
3–6 business days |
Calculated at checkout |
● Standard Shipping: Available for most regions. Delivery times vary based on your location.
● Express Shipping: Faster delivery options available for most countries, excluding P.O. Boxes and military addresses.
● Free Shipping: We offer free standard shipping worldwide for orders over $100 USD. For orders under $100 USD, the rates above apply.
If your country is not listed or you are unsure about shipping costs, the exact rate will be calculated and displayed during the checkout process.
● Standard Processing Time: Orders are processed within 1–3 business days after payment confirmation.
● Peak Periods: During high-demand periods, such as Black Friday, Cyber Monday, and holiday sales, processing may take up to 72 hours.
● Orders containing multiple items may take additional time if the items are stored in different warehouses.
Once your order is processed, you will receive a shipping confirmation email with your tracking details.
Delivery time varies based on the shipping method and destination. Please note that the total delivery time includes both processing time (see Section 3) and shipping time (see Section 2).
● Customs clearance in the destination country.
● Local holidays or unforeseen courier delays (e.g., weather disruptions).
For time-sensitive orders, we recommend selecting Express Shipping.
● Import Duties and Taxes: International shipments may be subject to import duties, taxes, or customs fees levied by the destination country. These charges are the responsibility of the recipient and are not included in the order total at checkout.
● Customs Processing Delays: Customs clearance can delay delivery times, particularly during peak seasons. Please contact your local customs office for more details regarding import regulations.
Somlord is not responsible for any customs-related charges or delays.
After your order has shipped, you will receive a tracking number via email. This tracking number allows you to monitor your package’s progress in real time.
1. Follow the tracking link in your shipping confirmation email.
2. Visit the carrier’s website (e.g., DHL, FedEx, UPS) and enter your tracking number.
Please Note: Tracking information may take up to 12 hours to update after dispatch.
If you encounter issues with tracking or delivery, contact the shipping carrier first. For unresolved issues, email us at contact@somlord.com, and we’ll assist further.
If your package does not arrive within the estimated delivery timeframe:
● First, check your tracking information to determine the status of your shipment.
● If the package is delayed due to courier or customs issues, please allow additional time before contacting us.
We strive to assist with all delays but cannot accept responsibility for courier-related or customs-related issues beyond our control.
● If your tracking information shows “Delivered” but you have not received the package, contact the shipping carrier immediately. They may require additional information to locate the package.
● If the carrier is unable to resolve the issue, please contact us at contact@somlord.com, and we will help investigate further.
Packages returned due to incomplete or incorrect addresses, refusal to accept delivery, or failure to pay customs duties will incur additional shipping fees if reshipped.
● Prohibited Locations: We do not deliver to military addresses (APO/FPO/DPO), sanctioned countries, or active war zones (e.g., Ukraine, Belarus, Russia).
● P.O. Boxes: Express shipping is not available to P.O. Box addresses.
All orders are insured against loss or damage during transit until they are marked as delivered by the carrier. Once delivered, responsibility for the package transfers to the recipient.
For damaged or missing items, please contact us immediately at contact@somlord.com with your order number, and we will work to resolve the issue.
For any shipping-related questions, please reach out to our Customer Service team:
● Email: contact@somlord.com
● Phone: +8613143422336
● Operating Hours: Monday to Friday: 9:00 AM – 8:00 PM
Last Updated: January 13, 2025
At Somlord, we are committed to ensuring your satisfaction with our products and services. If you are not completely satisfied with your purchase, we offer a straightforward return and refund process to make things right. Please read this policy carefully to understand the conditions and procedures for returns and refunds.
We accept returns for most items within 30 days of receiving your order for customers in the United States and Canada, and within 45 days for customers in all other countries. Items must meet the following criteria to qualify for a return:
● Items must be unused, unworn, and in their original condition.
● Items must have their original tags attached and be returned in their original packaging (including dust bags or boxes for handbags).
● Return products must be returned in their original packaging boxes, which must be intact.
The following items are not eligible for return or refund:
● Personalized or custom-made items (e.g., monogrammed handbags).
● Final Sale items, which are explicitly marked as non-returnable at the time of purchase.
● Gift cards.
● Used or damaged items that do not meet our return standards.
If you are unsure whether your item is eligible for a return, please contact us at contact@somlord.com for clarification.
To start a return, visit our Start a Return or follow these steps:
1. Log in to your account on somlord.com and go to Orders & Returns.
2. Select the order and items you wish to return.
3. Provide a reason for the return (e.g., incorrect item, change of mind, damaged in transit).
4. Follow the instructions to generate a prepaid return shipping label (if available in your region).
5. Pack your items securely, including all original packaging, tags, and accessories.
You will receive an email confirmation once your return has been initiated.
If you received a Somlord product as a gift and need to return it, please provide the order number or gift receipt to our Customer Service team at contact@somlord.com. Gift returns are eligible for store credit only and must meet the same return criteria outlined above.
● Mail-In Returns:
Mail-in returns for US and Canadian customers incur a $10 shipping fee, which will be deducted from your refund. However, this fee will be waived if you choose to receive your refund in Somlord store credit.
● Large Item Restrictions:
Items that cannot be folded smaller than 24" x 24" can only be returned via mail. Please contact contact@somlord.com for assistance in generating a mail-in return label.
We accept returns from international customers within 45 days of receiving your order. However:
● Return Shipping: Prepaid return labels are not available for international orders. Customers are responsible for arranging and covering the cost of return shipping through their preferred carrier.
● Duties and Taxes: Customs duties, VAT, and other import fees are non-refundable for most countries. Customers in select countries (e.g., Australia, EU Member States, the UK) may be eligible to claim a refund for duties and taxes through their local customs authority.
To initiate an international return, please email contact@somlord.com with your order details, and our team will provide further instructions, including the return address.
Once your returned item has been received and inspected, we will notify you by email about the status of your refund. If approved, you can choose one of the following refund options:
1. Refund to Original Payment Method:
a. The refund amount will exclude the return shipping fee (if applicable).
b. It may take 5–10 business days for your bank or credit card provider to process and post the refund.
2. Store Credit Refund:
a. Receive the full refund amount as Somlord store credit.
b. Return shipping fees will be waived.
c. Store credit does not expire and can be used for future purchases.
● Return Processing Time: Once your return is received at our warehouse, it will take 3–5 business days to inspect and process.
● Refund Timeline: Refunds will be issued within 5–7 business days after the return is processed.
If you receive a damaged or defective product, please notify us within 7 days of delivery. Email contact@somlord.com with:
● Your order number.
● Photos of the damaged item and packaging.
We will assess the issue and offer either a replacement, repair, or full refund at no additional cost.
If you have not received your refund after 10 business days, please:
● Check with your bank or credit card company, as processing times may vary.
● Contact us at contact@somlord.com for further assistance.
● Final Sale Items: Products marked as Final Sale at the time of purchase cannot be returned or refunded under any circumstances.
● Custom or Personalized Products: Items created specifically for you (e.g., monogrammed handbags) are non-returnable unless they arrive damaged or defective.
Original shipping fees (if applicable) are non-refundable. This includes:
● Shipping charges incurred at checkout.
● Express or expedited shipping fees.
For international orders, any duties, taxes, or fees paid to customs authorities are also non-refundable.
If you have any questions or need help with your return or refund, please contact our Customer Service team:
● Email: contact@somlord.com
● Phone: +8613143422336
● Operating Hours: Monday to Friday, 9:00 AM – 8:00 PM
Last Updated: January 13, 2025
At Somlord, we are committed to delivering high-quality craftsmanship in every product. We stand behind our work and offer a comprehensive warranty to ensure your satisfaction with our handbags and accessories. Please read our warranty policy carefully to understand the terms and conditions of our repair services.
We offer a 3-month limited warranty starting from the date you receive your product.
During this warranty period, if your Somlord handbag or accessory requires repair due to a manufacturing defect (e.g., broken hardware, damaged stitching, defective zippers), we will provide the repair service free of charge.
The following types of defects are covered under this warranty:
● Broken locks, handles, or hardware.
● Damaged or frayed stitching due to manufacturing errors.
● Zipper malfunctions caused by product defects.
This warranty does not cover:
● Damage caused by misuse, accidents, or improper care (e.g., scratches, stains, exposure to extreme conditions, or chemical damage).
● Wear and tear from regular use, including softening of the handbag's shape or leather.
● Alterations or repairs made by unauthorized third parties.
● Cosmetic issues that do not affect product functionality.
Please note that softening of the handbag shape over time is considered a normal characteristic of high-quality leather and is not classified as a defect.
● If your product qualifies for repair within the 3-month warranty period, we will cover the cost of repairs.
● Shipping Fees: Shipping costs for repairs during the warranty period are covered only if the defect is determined to be a result of manufacturing errors or our mistake. Otherwise, shipping fees are the responsibility of the customer.
● If your product requires repairs after the 3-month warranty period, you will be responsible for all repair costs, as well as return shipping fees.
● Repair costs vary depending on the extent of the damage and the required work.
If your Somlord product requires repair, please follow these steps:
1. Contact Us:
Email contact@somlord.com with the following details:
a. Your order number.
b. A detailed description of the issue.
c. Clear photos of the damaged area and the overall product.
2. Warranty Evaluation:
3. Once we receive your request, our team will review your claim to determine if the issue is covered under warranty.Shipping Instructions:
4. If the repair is approved, we will provide instructions for shipping the product to our repair facility. Please use a secure shipping method with tracking to ensure your item arrives safely.Repair Timeline:
Repairs typically take 2–4 weeks to complete, depending on the complexity of the repair and the availability of replacement parts.
We understand that handbags and accessories are long-term investments. Even after the warranty period expires, we offer repair services to help extend the life of your Somlord product. Post-warranty repairs are subject to:
● A repair fee based on the scope of work required.
● Shipping fees for sending and receiving the repaired item.
If you would like to inquire about post-warranty repair services, please contact contact@somlord.com for a repair estimate.
● Normal Wear and Tear: Softening of leather, changes in texture, and patina development over time are natural characteristics of genuine leather products and are not considered defects.
● Unauthorized Repairs: Any repairs made by third-party services without our approval will void the warranty.
● Shipping Responsibility: Customers are responsible for ensuring the safe delivery of their items to our repair facility. Somlord is not liable for lost or damaged packages during transit.
If you have any questions about our warranty policy, need help with repairs, or require additional assistance, please contact us:
● Email: contact@somlord.com
● Phone: +8613143422336
● Operating Hours: Monday to Friday, 9:00 AM – 8:00 PM (Hong Kong Time, GMT+8)
We are here to help ensure your Somlord product remains a treasured part of your collection.
Last Updated: January 13, 2025
At Somlord Group Limited, we are committed to providing a seamless and inclusive shopping experience for all of our customers, regardless of their abilities. Ensuring that our website, products, and services are accessible to everyone is a priority, and we strive to meet or exceed accessibility standards in compliance with applicable laws and regulations, such as the Americans with Disabilities Act (ADA) and Web Content Accessibility Guidelines (WCAG).
We are dedicated to providing a website that is accessible and easy to navigate for everyone, including individuals with disabilities. Our efforts to enhance accessibility include:
● Designing and developing our website to meet the WCAG 2.1 AA standards, ensuring usability for individuals with visual, auditory, motor, or cognitive impairments.
● Regularly testing our website to identify and resolve any accessibility barriers.
● Training our team on accessibility best practices to continually improve the online experience.
● Providing multiple contact options for customers to seek assistance if they encounter challenges while using our site.
We have implemented several features to enhance the accessibility of our website:
● Clear and consistent navigation menus are provided on all pages to help users easily find what they are looking for.
● Breadcrumbs are available to assist users in understanding their location on the site.
● Our website is designed to be fully navigable using a keyboard.
● Users can use the Tab key to move through links, buttons, and form fields.
● Text is designed with sufficient contrast against its background to ensure readability for users with visual impairments.
● Resizable text options are supported by most browsers to allow users to adjust font sizes.
● Images include alt text descriptions to convey meaning and context for screen reader users.
● Our website is compatible with leading screen readers, such as JAWS, NVDA, and VoiceOver.
● ARIA (Accessible Rich Internet Applications) roles and properties are used to provide additional context for screen reader users.
● All forms include clear labels and instructions to assist users in filling out fields accurately.
● Error messages are designed to be descriptive and help users resolve issues when submitting forms.
We recognize that accessibility is an ongoing process, and we are constantly working to improve the accessibility of our website and services. Our efforts include:
● Conducting regular audits of our website to identify and fix any accessibility issues.
● Partnering with accessibility experts to ensure our website meets current standards.
● Soliciting feedback from users to understand their needs and make improvements.
We welcome feedback from our customers on how we can further improve accessibility. If you experience any difficulty using our website or have suggestions for enhancements, please contact us using the details below:
● Email: contact@somlord.com
● Phone: +8613143422336
● Operating Hours: Monday to Friday, 9:00 AM – 8:00 PM (Hong Kong Time, GMT+8)
● Mailing Address:
LIVEN HOUSE, NO. 61-63 KING YIP STREET, FLAT 1019B, 10/F, KWUN TONG,
Kowloon, Hong Kong SARWhen reaching out, please provide as much detail as possible about the issue you encountered so we can address it promptly and effectively.
Some content on our website may be hosted by third-party platforms, such as social media widgets or embedded videos. While we work with these providers to ensure accessibility, we cannot guarantee their compliance with accessibility standards. If you encounter accessibility barriers on third-party platforms, we encourage you to contact those providers directly.
Our commitment to accessibility goes beyond compliance. We are actively exploring innovative solutions to ensure that all users, regardless of ability, can enjoy an exceptional online shopping experience with Somlord.
Thank you for choosing Somlord. We are dedicated to making our website accessible to everyone and are continuously working to ensure an inclusive experience for all our valued customers.
We accept a wide range of payment methods, including major credit and debit cards (Visa, MasterCard, American Express, Discover), PayPal, Apple Pay, Google Pay, and Klarna for installment payments (where available). All transactions are securely processed to protect your payment information.
Yes, we prioritize your security. Our website is encrypted with SSL (Secure Socket Layer) technology to protect your personal and payment information. Additionally, we partner with secure payment gateways to process your transactions safely. Your data is never stored or shared without your consent.
Yes, we offer installment payment options through Klarna in select regions. During checkout, you can choose Klarna to split your purchase into manageable payments. Availability depends on your location and eligibility.
Payments may be declined for a variety of reasons, including insufficient funds, incorrect card details, or issues with your bank. Please ensure your billing information matches your bank records. If the problem persists, contact your bank or our Customer Service team at contact@somlord.com.
Unfortunately, we are unable to modify the payment method after an order has been placed. If you encounter an issue with your payment, please contact us as soon as possible to discuss your options.
Taxes are calculated based on your shipping destination and local tax laws. Any applicable taxes will be displayed during the checkout process. For international orders, duties and taxes are not included in the order total and may be charged upon delivery.
Standard Shipping: 3–5 business days (United States), 7–14 business days (Europe).
Express Shipping: 2–3 business days (United States), 3–6 business days (International).
For detailed delivery times by region, please refer to our Shipping Policy.
Yes, we offer free standard shipping worldwide on orders over $100 USD. For orders under $100, shipping fees are calculated based on your region and chosen shipping method during checkout.
Once your order has shipped, you will receive a tracking number via email. You can use this number to monitor your shipment on Order Tracking PagePlease allow up to 12 hours for tracking information to update after receiving your tracking email.
We do not ship to P.O. Boxes, APO, FPO, or DPO addresses. If you entered one of these addresses during checkout, our team will contact you to provide an alternate delivery address.
If your package is delayed, please check the tracking details provided in your shipping confirmation email. If your package is marked as delivered but you have not received it, please contact the shipping carrier immediately. For unresolved issues, email us at contact@somlord.com, and we will assist you.
Yes, we ship to most countries worldwide. However, we do not deliver to certain regions, including sanctioned countries and active war zones. For a list of restricted destinations, please refer to our Shipping Policy.
Our 3-month limited warranty covers manufacturing defects, such as broken locks, damaged stitching, or defective hardware. Normal wear and tear, such as softening of leather or scratches, is not covered.
To request a repair, email contact@somlord.com with your order number, photos of the damage, and a detailed description of the issue. Our team will review your claim and provide instructions for shipping the product to our repair facility.
Yes, we offer repair services for products outside the warranty period. Customers will be responsible for all repair costs and return shipping fees. Repair estimates are available upon request by contacting contact@somlord.com.
We cover shipping costs for repairs only if the issue is deemed a manufacturing defect within the 3-month warranty period. For non-warranty repairs or customer-caused damage, shipping fees are the customer’s responsibility.
Repairs typically take 2–4 weeks to complete, depending on the complexity of the repair and the availability of replacement parts. We will provide updates on the status of your repair.
Damage caused by misuse, improper care, or unauthorized repairs is not eligible for repair. Additionally, softening of the handbag's shape or color changes over time due to leather aging is considered normal wear and tear and cannot be repaired.
30 days for customers in the United States and Canada.
45 days for international customers.
Returned items must be unused, in their original condition, with all tags and packaging intact. For more details, refer to our Return & Refund Policy.
To start a return, visit our Return Portal or email contact@somlord.com with your order number. Follow the instructions to generate a return shipping label (where applicable).
Yes, the following items cannot be returned:
For more details, refer to our Return & Refund Policy.
For U.S. and Canadian customers:
Once we receive and inspect your return, refunds are processed within 5–7 business days. Refunds may take additional time to appear in your bank or credit card account, depending on your financial institution.
We do not currently offer direct exchanges. If you wish to exchange an item, please return the original item and place a new order for the desired product.
