Frequently Asked Questions

Standard shipping takes 5–10 business days within the US. International orders typically arrive within 10–21 business days. You'll receive a tracking number via email once your order ships.

Yes — free worldwide shipping on all orders. No minimum order requirement. Your bag ships at no extra cost, anywhere on the planet.

We partner with reliable carriers including USPS, UPS, and DHL for international orders. The carrier is chosen based on destination and delivery speed at the time of dispatch.

We currently ship all orders via standard rates. If you need your order faster, contact us before placing your order and we'll do our best to accommodate.

We offer a 30-day return window from the date of delivery. If you're not in love with your bag, return it in original condition for a full refund — no questions asked. Contact us for a return authorization.

Email us at company@polsia.app with your order number and we'll send you a prepaid return label. Pack the bag in its original packaging, drop it off, and we'll process your refund within 3–5 business days of receiving it.

Yes — we accept exchanges for a different colorway within 30 days. Email us with your order number and the colorway you'd like instead. We'll cover the shipping on the exchange.

Original shipping is non-refundable unless your order arrived damaged or incorrect. In those cases, we'll cover both return and reshipping costs.

The LUMÉRA Structured Satchel measures approximately 11" W × 9" H × 5" D. The shoulder strap drop is approximately 9–10 inches. It fits a standard iPad, wallet, phone, and daily essentials with room to spare.

The structured interior fits: a 13" laptop, wallet, phone, sunglasses case, a small water bottle, and daily essentials. The bag maintains its shape well, so you can comfortably fill it without it bulging.

All four colorways share the same structure, hardware, and dimensions — only the exterior color changes. Choose based on what matches your wardrobe. Browse the full collection to see each colorway in detail.

Wipe with a soft, dry cloth for daily maintenance. For deeper cleaning, use a barely damp cloth with mild soap — never submerge the bag or use harsh chemicals. Let it air dry completely before storing.

Store in the dust bag (included with your order) or a breathable cotton pillowcase. Keep the bag stuffed with soft tissue to maintain its shape. Avoid direct sunlight and humid environments. Store flat or upright, never hanging.

The brushed gold hardware is treated to resist tarnish and scratches. Avoid prolonged contact with water, perfume, and harsh chemicals. If the hardware needs cleaning, wipe gently with a dry microfiber cloth.

We recommend a water-based leather conditioner applied sparingly every 3–6 months. Test on a hidden area first. Avoid oil-based or silicone-based conditioners as they may alter the bag's texture over time.

A tracking number is included in your shipping confirmation email (sent once your order ships). You can click the link in the email or enter the tracking number directly on the carrier's website (USPS, UPS, or DHL).

Orders typically ship within 1–3 business days of placement. You'll receive a shipping confirmation email at that time. If you haven't received it after 4 business days, check your spam folder or contact us.

Check around your mailbox, front door, and with neighbors if you live in a house. If you live in an apartment, check with your building's mailroom or concierge. If you still can't locate it, contact us immediately — we'll work with the carrier to resolve it.

Contact us within 24 hours of placing your order at company@polsia.app and we'll do our best to update the address before it ships. After that, changes may not be possible.