Frequently Asked Questions

Shipping

HOW LONG DOES DELIVERY TAKE?

We aim to get your Gobelinas bag to you as quickly as possible.

Estimated delivery times are:

The Netherlands & Belgium: 1–3 business days
Germany: 1–3 business days
Rest of Europe: 2–4 business days
United Kingdom: 4–7 business days
United States: 5–10 business days

Delivery times are estimates and may vary depending on the destination, carrier, customs procedures, or other unforeseen circumstances.

For more information, please see our Shipping Policy.

WHAT ARE THE SHIPPING COSTS?

Shipping costs depend on your destination and are displayed at checkout before you complete your order.

We may offer free shipping to selected destinations or on qualifying orders. Any applicable shipping offer will be clearly indicated at checkout.

For orders outside the European Union, additional import duties, taxes, or customs charges may apply. These charges are the responsibility of the customer unless otherwise stated at checkout.

WHICH COUNTRIES DO YOU SHIP TO?

We currently ship to selected countries across Europe, the United Kingdom, and the United States.

If your country is not available at checkout, please contact us at info@maisongobelinas.com and we’ll be happy to see if we can help.

CAN I TRACK MY ORDER?

Yes. Once your order has been dispatched, you’ll receive a tracking link by email using the email address provided at checkout.

MY ORDER HASN’T ARRIVED YET. WHAT SHOULD I DO?

First, check your tracking link for the latest delivery information.

If your order has not arrived within the estimated delivery timeframe, please contact us at info@maisongobelinas.com with your order number and tracking information. We’ll help you look into it.

Returns

HOW CAN I RETURN AN ITEM?

If you’ve changed your mind about your purchase, you can exercise your 14-day right of withdrawal.

Please email us at info@maisongobelinas.com with your order number and the item(s) you’d like to return. We’ll provide you with the return instructions and return address.

For full details, please see our Refund & Returns Policy.

HOW LONG DO I HAVE TO RETURN SOMETHING?

You have 14 days from the day you receive your order to notify us that you wish to return your item.

After notifying us, you have a further 14 days to send the item back.

WHAT CONDITION DOES MY BAG NEED TO BE IN?

Please take reasonable care of your Gobelinas bag while it is in your possession.

You may inspect and try the bag to the extent reasonably necessary to establish its nature, characteristics, and functioning. Please return it in the condition in which you received it.

We recommend returning the bag with its original packaging, tags, and protective materials where possible.

If an item has been handled beyond what is reasonably necessary and this results in a loss of value, a deduction may apply in accordance with applicable law.

WHEN WILL I RECEIVE MY REFUND?

Once we receive your return, we’ll process your refund without undue delay and in accordance with applicable consumer law.

The refund will be made to your original payment method. Your bank or payment provider may require additional time to process the refund.

For full details, please see our Refund & Returns Policy.

CAN I EXCHANGE AN ITEM?

We currently don’t offer direct exchanges.

If you’d like a different Gobelinas bag, the fastest option is to return your original order and place a new order through our website.

Orders & Payment

WHICH PAYMENT METHODS DO YOU ACCEPT?

Available payment methods are displayed at checkout and may vary depending on your country.

WHAT SHOULD I DO IF MY DISCOUNT CODE DOESN’T WORK?

First, check that the code has been entered correctly and that it has not expired or reached its usage limit.

If your discount code still isn’t working, please contact us at info@maisongobelinas.com before completing your purchase, and we’ll be happy to help.

Unless otherwise stated, promotional codes cannot be combined.

CAN I CANCEL OR CHANGE MY ORDER?

If you need to change or cancel your order, please contact us at info@maisongobelinas.com as soon as possible with your order number.

We’ll do our best to accommodate your request, but once an order has been processed or dispatched, we may no longer be able to make changes.

Our Bags

WHAT ARE GOBELINAS BAGS MADE OF?

Gobelinas bags are designed around the beauty of gobelin-inspired tapestry fabrics, combined with carefully selected materials and details.

Our collections feature rich tapestry patterns, velvet, elegant trims, and decorative details designed to give each bag its distinctive character.

Each bag is designed to be both playful and practical—beautiful enough to make a statement, while still giving you room for the things you actually carry.

ARE GOBELINAS BAGS MADE OF LEATHER?

No. Gobelinas is a tapestry handbag brand. Our bags are designed around textile materials rather than traditional leather construction.

This is part of what makes Gobelinas different: we wanted to create a playful alternative to the sea of leather and leather-look handbags.

The top handle and strap, as well as the mouth of the bags, are made with vegan leather.

HOW DO I TAKE CARE OF MY GOBELINAS BAG?

Gobelinas bags are made from decorative textile materials, so a little care goes a long way.

Keep your bag away from excessive moisture and prolonged exposure to rain.
Avoid contact with oils, makeup, perfumes, and other substances that may stain or damage the fabric.
If the bag gets lightly dirty, gently dab the area with a clean, soft, dry or slightly damp cloth. Do not rub aggressively.
Avoid washing or soaking the bag.
Take particular care around decorative elements, trims, rhinestones, and hardware.
When you’re not using your bag, store it in its dust bag or original packaging and keep it somewhere dry and away from direct sunlight.

We recommend treating your Gobelinas bag as you would any beautiful textile accessory: wear it, enjoy it, and give it a little love.

ARE THE BAGS SUITABLE FOR EVERYDAY USE?

Absolutely. Gobelinas bags are designed to be used and enjoyed—not to sit quietly in a wardrobe.

That said, our bags feature decorative textiles and embellishments, so they benefit from reasonable care and protection from excessive moisture, abrasion, and rough handling.

HOW BIG ARE THE BAGS?

The dimensions and capacity vary by style, but the usual size is 27 cm x 24 cm x 12 cm.

You’ll find the measurements and product details on each individual product page. We recommend checking these before ordering if you’re looking for a particular size or want to know whether your everyday essentials will fit.

WILL THE PATTERN ON MY BAG LOOK EXACTLY LIKE THE PRODUCT PHOTOS?

Because our bags are made using patterned tapestry fabrics, the placement of the pattern can vary slightly from one bag to another.

This means that your Gobelinas bag may not look pixel-for-pixel identical to the product photography—and that’s part of the charm of working with patterned textiles.

Every bag has its own composition.

DOES THE COLOUR LOOK EXACTLY LIKE THE PHOTOS?

We make every effort to photograph our products accurately. However, colours may appear slightly different depending on lighting, photography, and your screen settings.

ARE GOBELINAS BAGS WATERPROOF?

No. Our bags are not waterproof.

We recommend avoiding heavy rain and prolonged exposure to water. If your bag does get wet, gently remove excess moisture with a soft cloth and allow it to air-dry naturally.

Do not use a hairdryer, radiator, or other direct heat source to dry the bag.

Product Issues & Consumer Rights

WHAT IF MY BAG ARRIVES DAMAGED OR I RECEIVE THE WRONG ITEM?

Please contact us at info@maisongobelinas.com as soon as possible, ideally with your order number and photographs of the issue.

We’ll investigate the issue and work with you to find an appropriate solution.

WHAT IF SOMETHING GOES WRONG WITH MY BAG AFTER I HAVE RECEIVED IT?

Your statutory consumer rights apply if your Gobelinas bag is defective or does not conform to what you could reasonably expect based on the product, its description, and the circumstances of your purchase.

Please contact us at info@maisongobelinas.com with your order details and, where possible, photographs of the issue.

Depending on the circumstances, you may be entitled to a repair, replacement, price reduction, or refund in accordance with applicable law.

For more information, please see our Refund & Returns Policy.