Customer Service

Keep in touch.

We’d love to hear from you! For all feedback, questions, and love letters, please email hello@latitu.com.

For questions regarding a specific order or placing an order, please contact atyourservice@latitu.com.

For returns, please refer to Our Return Policy and contact returns@latitu.com.

For press inquiries, please contact press@latitu.com.

For wholesale orders, please contact wholesale@latitu.com.

For internship and career opportunities, please contact careers@latitu.com.

FREQUENTLY ASKED QUESTIONS.

Product Philosophy

What are your brand values?

Movement – Purpose – Discovery

Movement is at the heart of a traveling in the most literal way, but movement to us can be also be understood in an emotional sense “to be moved” or inspired, and the social sense of “joining a movement”. Our brand is a movement to inspire women to travel, and move towards the directions of their dreams and aspirations. 

Purpose not only relates to functionality, which we always consider at the core of our designs, but also the mindset of our team. Our purpose is to serve and surprise – from the attention to detail in every design, our eclectic and innovative use of materials, and commitment to customer service – we are a purpose-driven team.   

Discovery can result from a journey, but it can also be the motivation to take a journey. Discovery requires an engagement with your surroundings and experiences on an intellectual level. This is the key to inspiration and innovation in not only our lives, but also in our designs. As a brand, we seek to always discover new trends, materials, and shapes.

What is your sourcing and design philosophy?

We source partners based on quality, integrity, and innovation. 

All our manufacturing partners undergo a rigorous auditing process that requires multiple in-person visits, interviews, and certifications. In order to ensure quality of goods, all our factories are required to conduct quality control tests in their in-house laboratories as well as submit goods to the leading third-party inspection team, InterTek before final delivery. For more information regarding InterTek, please visit: www.intertek.com.

Regarding our materials, we work with a family-owned and operated, Italian tannery. They have been supplying top-grade leather to the largest luxury brands around in the world. All our materials are custom made and developed specifically for Latitu° so exact colors and styles cannot be found anywhere else in the world. 

How do you ensure quality?

Every product goes through three rounds of inspections – one test performed by the manufacturer’s quality control team, one test performed by a third-party inspection team, and a final test performed by our in-house Latitu° team before final delivery. The industry standard in the fashion industry is to have only one inspection test. 

We are one of the few brands, who hold the highest standards – rejecting 99% of defects, 100% all critical, functional, and major defects.

Do you offer discounts, promotions, or seasonal sales?

All our products are priced so that as the customer, you can trust your items maintain its full value year after year. We do not slash prices on any items or sell them to discount retailers or outlets after each season, as typical of many other brands in the fashion industry. Instead, we implement tight inventory and limited production to maintain product quality, integrity, and lifetime value. 

Orders & Returns

When can I expect to receive my order? 

We ask for 1-2 business days for our team to pack and ship your full order.

Where can I find my tracking number?

All shipped packages can be tracked using the tracking number in your shipping confirmation email. For all other inquiries, our customer service team would be happy to help you at atyourservice@latitu.com.

Can I change or cancel my order? 

We process orders quickly, but we’ll do our best to accommodate any changes to your order if it has not been packed or shipped. The best way to change or cancel an order is to email atyourservice@latitu.com with your order number in the subject line. Please detail whether you are looking for a cancellation or change in quantity, item, or delivery time in the email and our team will respond within 1-2 business days. We cannot make any changes to items that have been packed and shipped.

How can I make a return or exchange?

Thank you for choosing us to accompany your many adventures to come!

We understand that sometimes things don’t work out. Hello, guilty splurges.

For quick and easy returns, please send an email to returns@latitu.com with the following information:

  1. Your order number in the subject line
  1. The specific item(s) you are looking to return and the reason you are returning the item(s) in the body of the email.

Within 24 hours, we will email you a return label and slip. Place the label on the box with the slip inside.

Please note, items should be in its original packaging, unused, unwashed, and undamaged.

We do not offer complimentary return shipping. Return shipping and handling charges will be deducted from total refund.

For exchanges, please return undesired items as a full refund and place a new order.

All monogrammed items and giftcards are non-refundable.

Christmas Returns

We know Christmas can be a busy time, so we offer an extended returns policy for the festive period. Online purchases made from Dec 1st onwards can be returned or exchanged until January 15.

When can I expect my refund?

Please allow 1-2 weeks for your refund. We’ll send an email once the return item(s) have been received and your refund has been processed. Please keep in mind, your credit card company may also have different processing times, affecting when funds may become available again.

What if my items were damaged, defective, or incorrect?

While we hope this never happens, we greatly apologize as item(s) sometimes can become damaged during transportation. If you have received a damaged, defective, or incorrect item, please contact atyourservice@latitu.com with a photo of the damage, or the wrong item you received, as well as your order number in the subject line. We’ll take care of the rest for you!

 Do you offer giftcards? 

We offer digital giftcards for $50, $100, and $200. For alternate amounts, you may contact atyourservice@latitu.com for a custom digital giftcard. Giftcards are non-refundable. 

Payment & Billing

What methods of payment do you accept?

We accept Visa, Mastercard, Discover, and American Express. The transactions will be charged to your credit card only after we have verified your credit details, received credit authorization, and confirmed stock availability.

It looks like you charged me multiple times. Help!

Your card is only charged however many times you received a distinct order confirmation. If your credit card was declined, you may see pending transactions for each attempt to submit payment. The pending transaction will clear up within three to five business days, depending on your bank, and will never turn into a charge. You will always get an email confirmation when an order is successfully placed on our site. Please check your billing address before submitting the order again.

Why was my credit card declined?

Most credit cards are declined because the billing address you entered does not match the address your bank has on file. Please be sure to double check that the address and billing zip code matches.

Do you charge sales tax?

We collect sales tax for orders delivered to the following states (this will be calculated at checkout): California Florida, Illinois, Massachusetts, Nevada, New Jersey, and New York.

Shipping

Is shipping complimentary?

Latitu° is proud to offer complimentary ground shipping for all US orders via UPS Ground. For security reasons, all Latitu° online purchases will require signature upon delivery.

Please note that return shipping is not complimentary.

Do you ship internationally?

For now, we only ship to the US and Canada. If you’re looking to ship elsewhere around the world, we’ve found that third-party websites such as comGateway.com and usgobuy.com offer an effective turnaround.

Please note that because comGateway.com and usgobuy.com are third-party forwarders, shipping with them is at your own risk. We are not responsible for shipments lost after delivery to your forwarding address.

Do you ship to PO boxes?

Our carriers do not offer shipment to P.O./APO/FPO boxes.

Do you offer shipping insurance?

We are committed to working with only the largest, trusted carriers – FedEx & UPS. However, these are independent carriers that are not affiliated or controlled by Latitu°. We do not ensure any damages or risk of loss that occur once Latitu° has delivered items to the carrier. If your order is drastically damaged upon arrival, please email atyourservice@latitu.com with any photos you may be able to provide. We are glad to help you correspond with FedEx, and help find a solution that makes you happy!

Aftercare Guide

 

All Latitu° products are made with the highest quality, Italian crocodile-embossed leather. The leather is natural calf hide with no synthetic finishing. As a result, there will be slight variations in grain and color, making each leather good distinctly unique and personal.

Calf is a relatively strong leather but, as with all leather products, will require occasional maintenance. To care for and extend the life of your leather good, prevent exposure to direct light, heat, humidity, water, and oil-based substances.

Any loose dirt can be gently wiped with a soft damp cloth and dried immediately, away from direct heat. Excessive abrasion should be avoided as once the crocodile-embossed pattern becomes damaged or modified, it cannot be repaired. It is highly encouraged that when in doubt, leather goods should be brought to a professional cleaner.

Latitu° leather goods are designed to age gracefully, growing in character and charm with time. So sit back, relax, and enjoy the journey.

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