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FAQ

What do we mean by “same manufacturer as other brands”?

At Parisa Wang, we take pride in creating time-honored designs with accessible price points you can appreciate. We are proud to work with some of the best manufacturers around the world directly. No unnecessary middlemen and insane markups, we build partnerships that represent our shared values of essential designs and quality materials. From design to production, we produce on an up-cycle basis to minimize waste, and keep the collection lean so that you don’t pay for extra inventory costs. Our care for the planet and one another is what drives us.

When a product is labeled "same manufacturer as", this means that we have learned that the manufacturer that produced this product has produced for the named leading brands. The statement does not indicate that such exact product was made by the manufacturer for the named brand or that such product is the same exact product those leading brands carry.

Where are our products made?

Our bags are made from 100% full-grain leather imported from Italy, USA, and Australia. We are honored to work with the same manufacturers as some of the top luxury brands including Chloé, Mulberry, Oroton and more in Southern China. We also invested heavily in top quality materials - from edge paint to threads that sourced from Italy, whereas most other contemporary brands opt out for cheaper alternative options. 

What is Route and Green Package Protection?

Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.

Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. 

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route's Green Package Protection and looking to file a shipping issue online? File here

How does Green Package Protection/Carbon Neutral Shipping work?

Route has partnered withPatch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.

How does Route process refunds or reorders?

If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here

Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes 

In both cases, the Route Premium cost will not be refunded 

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

When should I file a claim?

Marked As Delivered (Stolen)

Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered. 

Please note, some order issues may require a police report to be filed.

Stuck In Transit (Lost)

For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date.

For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

Damaged

Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

All of Route’s policies are listed here

What if my order never arrives or is stolen?

Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout. 

If your order has not arrived, please file a claim with Route here. 

What if my order arrives damaged?

Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout. 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at (YOUR BRAND'S CONTACT INFO ) and we will be happy to work with you to remedy the situation.

How do I file a claim for my Lost, Damaged, or Stolen Order?

If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here