Customer Service Policy

Customer Service Policy - Kurtgeigen

At Kurtgeigen, we believe luxury extends beyond the craftsmanship of our designer handbags, footwear, accessories, and Kensington collection—into every interaction with our discerning clients. Our customer service team is dedicated to delivering a seamless, personalized experience that mirrors the elegance of our products: from pre-purchase styling advice to post-delivery care guidance, we prioritize your satisfaction with the same attention to detail that defines our collections. Whether you seek help with a Kensington handbag’s fit, have questions about luxury material maintenance, or need support with an order, we are here to uphold the standard of excellence you expect from Kurtgeigen.

1. How to Connect With Our Concierge Team

We offer exclusive, tailored channels to ensure your inquiries are addressed with the care and urgency befitting luxury:
  • Concierge Email Support: Our primary channel for personalized assistance. Reach us at [email protected] with a clear subject line (e.g., “Kensington Tote Care Inquiry” or “Order #12345 – Designer Heels Fit Adjustment”) and include relevant details (order number, product name, specific concerns, or styling needs). We prioritize luxury client inquiries and aim to respond within 24 business hours (Monday–Friday, excluding major holidays such as Christmas, New Year’s Day, Thanksgiving, and Easter).
  • Order Updates: You will receive curated, detailed updates at every stage of your journey:
    • “Order Confirmation”: Sent immediately after purchase, including a personalized note and breakdown of your designer pieces (e.g., Kensington collection handbag, signature footwear).
    • “Shipping Confirmation”: Includes premium courier tracking details and care tips for your specific items (e.g., how to protect leather during transit).
    • “Delivery Confirmation”: Notifies you of arrival, with a follow-up email within 48 hours to ensure your satisfaction with your luxury purchase.

2. Order Support: From Curation to Delivery

We understand investing in luxury requires confidence—we support you at every step of the ordering process:
  • Order Modifications/Cancellations: To preserve the integrity of our designer pieces and Kensington collection items (many of which are crafted to order), we allow modifications or cancellations within 8 hours of purchase. Modifications may include size adjustments (for footwear), hardware customizations (for select Kensington pieces), or shipping address updates. Contact our concierge team at [email protected] with your order number—we cannot guarantee changes after the 8-hour window, as production or fulfillment may have commenced.
  • Missing or Incorrect Items: We take meticulous care in fulfilling luxury orders, but if your delivery is missing an item or you receive an incorrect piece (e.g., wrong Kensington collection style, mismatched accessory), notify us within 48 hours of delivery with:
    • Your order number.
    • High-resolution photos of the items received (including packaging, tags, and any discrepancies).
    • A detailed description of the issue (e.g., “Received Kensington Crossbody in Black instead of Navy – Order #12345”).
We will expedite the correct item via premium shipping (global complimentary) and arrange for the return of the incorrect piece with a pre-paid, luxury-branded return label—no inconvenience to you.

3. Luxury Product Guidance & Curation Support

Our team of fashion experts and luxury specialists is here to provide personalized guidance tailored to your style and needs:
  • Pre-Purchase Curation: Unsure which Kensington collection piece complements your wardrobe? Need advice on designer handbag sizing for daily use or footwear fit for formal events? Email us with details (your style preferences, usage needs, existing wardrobe pieces) and we will share curated recommendations, including fabric swatches (upon request for Kensington collection items) or fit guides for designer footwear.
  • Luxury Care & Maintenance: Invest in longevity—we offer exclusive care guidance for your designer pieces:
    • Leather handbags (including Kensington collection): Tips for conditioning, stain removal, and storage to preserve suppleness.
    • Footwear: How to protect soles, maintain hardware, and address minor scuffs (with recommendations for luxury care products).
    • Accessories: Care for metals, textiles, and specialty materials (e.g., suede, exotic leathers) to ensure your pieces remain timeless.
  • Styling Consultations: Request personalized styling advice to elevate your look—our team can suggest how to pair Kensington collection items with designer footwear, or how to integrate accessories into formal, professional, or casual ensembles.

4. Returns & Exchanges: Luxury-Focused Flexibility

We want you to cherish your Kurtgeigen pieces—our return policy is designed to honor your investment while upholding luxury standards:
  • Eligibility: Returns/exchanges are accepted within 30 days of delivery (extended to 45 days for Kensington collection items) for unused, unworn pieces in their original condition. To qualify:
    • Designer handbags, footwear, and accessories must be unused, with all original tags, dust bags, packaging, and hygiene seals (if applicable) intact.
    • Kensington collection items must show no signs of wear, damage, or alteration (e.g., no scratches on hardware, no creases in leather beyond transit).
    • Proof of purchase (order number or receipt) must be provided.
  • Return/Exchange Process:
    1. Email [email protected] with your order number, product details, and reason for return/exchange (e.g., “Kensington Tote size adjustment” or “Designer heels fit issue”).
    1. Our concierge team will review your request within 24 hours and provide a custom luxury return label (global complimentary shipping) and detailed packaging instructions to protect your item during transit.
    1. Package the item securely using the original Kurtgeigen packaging (dust bags, boxes, and protective materials) to prevent damage. For Kensington collection pieces, we recommend using the provided silk pouch for additional protection.
    1. Ship the item back to us—we will notify you upon receipt and conduct a meticulous inspection (typically 2–3 business days). Approved returns/exchanges are processed promptly, with exchanges prioritized for Kensington collection items.

5. Special Care for Kensington Collection & Luxury Pieces

Our signature Kensington collection and designer items require specialized attention—we address their unique needs with exclusive support:
  • Kensington Collection Customization: If you wish to adjust hardware, add monogramming (where available), or modify a Kensington piece after purchase, contact our team within 14 days of delivery. We will connect you with our artisan team to explore feasible customizations (terms apply based on product type).
  • Defect Resolution: Luxury craftsmanship is our promise—if your Kensington collection item or designer piece has a manufacturing defect (e.g., faulty stitching, hardware issues, material irregularities), notify us within 60 days of delivery with photos and details. We will offer a complimentary repair by our master artisans, replacement with an identical piece, or a full refund—whichever best honors your investment.
  • Leather & Specialty Material Support: For items crafted from exotic leathers, suede, or premium textiles, our team provides tailored care plans and can connect you with authorized luxury repair specialists for complex issues beyond standard maintenance.

6. Feedback: Shaping Luxury Excellence

Your insights help us refine the Kurtgeigen experience—we value your feedback as a cornerstone of our commitment to excellence:
  • Email [email protected] with your thoughts, whether you’re praising a Kensington collection piece’s craftsmanship, suggesting styling additions, or providing constructive feedback on your service experience.
  • Every feedback submission is reviewed by our senior leadership team, and we use your input to enhance our collections (including the Kensington line), improve service protocols, and ensure we continue to exceed luxury client expectations.

7. Accessibility Commitment

Kurtgeigen believes luxury should be inclusive. If you require accessibility accommodations (e.g., alternative communication formats, extended response times) to interact with our customer service team, please note this in your email to [email protected]. We will tailor our support to meet your needs with the same elegance and respect we extend to all clients.
At Kurtgeigen, your satisfaction is the ultimate measure of our success. We strive to ensure every interaction with our customer service team reflects the luxury, craftsmanship, and attention to detail that defines our brand. For any assistance, remember we are just an email away at [email protected]—dedicated to preserving the timeless value of your Kurtgeigen pieces.
Thank you for choosing Kurtgeigen—where luxury service meets design excellence.