FAQs

Orders & Payments

What payment methods do you accept?
We accept major debit/credit cards and PayPal. Payments are processed securely by Stripe, PayPal, and Airwallex. We do not store full card details.

Can I change or cancel my order?
If your order hasn’t shipped yet, email care@yilra.com with the subject “Cancel/Change Order” and your order number. If it has already shipped, please use our Returns process once it arrives.

Will I get an order confirmation?
Yes—an order confirmation email is sent right after checkout. You’ll receive a separate email with tracking once the parcel is dispatched.

Shipping & Delivery

How fast do you ship?

  • United States: 1–5 business days, free delivery

  • Rest of the world: 1–6 business days, free delivery

When do you dispatch orders?
Orders placed before 2:00 PM ET on business days are processed and dispatched the same day. Orders placed after 2:00 PM ET, on weekends, or on public holidays ship the next business day.

Which carriers do you use?
UPS, DHL, and FedEx.

How do I track my delivery?
All orders include tracking. You’ll receive a tracking link by email as soon as your order has been dispatched.

Do I pay duties or taxes?

  • United States: Orders ship domestically—no customs or import duties for US customers.

  • Other countries: Local customs may charge import duties/taxes. These are the customer’s responsibility.

My order is late or missing—what should I do?
If your order hasn’t arrived within the estimated timeframe, contact care@yilra.com and include your order number. We’ll investigate with the carrier.

What if my package is lost or damaged in transit?
Email care@yilra.com right away. We’ll work with the carrier and make sure you receive your order or a replacement.

I entered the wrong address—can you fix it?
Please contact us immediately. We’ll try to update it before dispatch. We aren’t responsible for delays or loss due to incorrect or incomplete addresses.

Returns & Refunds

What is your return policy?
You can return items within 30 days of delivery. Items must be unused, in the original box, and include all parts and accessories.

Are returns free?
Yes. Start a return using your email and order number on our Returns page; you’ll receive a prepaid return label.

What if my item arrives damaged or has a defect?
Email care@yilra.com within 30 days of delivery. We’ll handle the shipping and, after inspection, issue a refund or send a replacement.

When will I receive my refund?
Once we receive and inspect your return, we’ll process your refund within 2 working days to your original payment method.

Do you offer exchanges?
For the fastest service, please return the item for a refund and place a new order for the style/color you want.

Warranty

Do Yilra bags have a warranty?
Yes—Yilra offers a Limited Lifetime Warranty against manufacturing defects in materials and workmanship for the lifetime of the product.

What’s covered?

  • Stitching failures due to workmanship

  • Hardware failures (zippers, clasps, buckles, rivets) due to manufacturing defects

What isn’t covered?
Normal wear and tear, patina, color variation, scratches from use, accidental damage, improper care, exposure to extreme conditions, unauthorized repairs/modifications, loss or theft.

How do I submit a warranty claim?
Email care@yilra.com with your order number, photos, and a brief description. We’ll guide you through the next steps.

Leather & Craft

What leather do you use?
We use full-grain, vegetable-tanned Italian cowhide (often called Vachetta). Vegetable tanning uses tannins of plant origin and avoids chromium salts. Hand-dyed finishes mean tone and pattern can vary from piece to piece.

Why does my bag have small marks or a natural scent?
Subtle veins, slight wrinkles, small surface marks, and a natural, earthy scent are normal characteristics of vegetable-tanned leather. They are signs of authenticity, not defects.

Will the leather change over time?
Yes. With regular use, your bag may develop a patina and show signs of your daily life. These marks can make the piece uniquely yours.

Care & Maintenance

How do I keep the leather supple?
Condition the leather every 1–2 months (adjust for climate and use) with a quality leather balm made from natural waxes and oils (e.g., beeswax, jojoba oil, avocado oil).

  1. Spot-test in a hidden area

  2. Apply a small amount with a soft cloth in light, even circles

  3. Let it absorb; wipe off any excess

  4. Re-condition as needed over time

Is it water-resistant?
Leather and water don’t mix well. A balm that includes beeswax can help repel light moisture, but avoid heavy rain. If the bag gets wet, do not force-dry with heat—blot gently and air-dry at room temperature, supporting the bag’s shape while it dries.

Privacy & Cookies

How do you use my data?
We use personal data to process orders, provide customer service, and improve our site. We may share necessary data with delivery partners (UPS, DHL, FedEx), payment processors (Stripe, PayPal, Airwallex), analytics (Google Analytics – anonymized), and our professional advisers, in line with our Privacy Policy.

Do you use cookies?
Yes. Cookies help the site function (e.g., cart, login), remember preferences, and measure performance. You can manage cookies in your browser settings. See our Cookies Policy for details.

Contact

Customer support

Business details

  • Company: Lamplod LLC

  • CEO: Btissame Allilou

  • EIN: 32-0760229

  • Mailing address: Lamplod LLC, 651 N Broad St, Suite 201, Middletown, Delaware 19709, United States

For order questions, please include your order number. For damage/warranty requests, attach photos to your email.

Anything else?

Didn’t find what you need? Reach us at care@yilra.com—we usually reply within one business day.