FAQ

Can you tell me when new products and special promotions are announced?

Yes. Join our mailing list us and you will you will receive e-mail updates on new products, sales, exclusive discounts, events and other special announcements.  Don't worry, we won't fill your in box.  You can also follow us on Twiter, Instagram, and like us on Facebook. (find quick links at the bottom of our home page)

How can I be sure that the bag I bought is authentic?

We cannot officially authenticate any bags purchased outside of our normal distribution channels. Unfortunately, the market for counterfeit bags is growing and the only way we can protect our customers is to identify our authorized retailers. Tylie does not authorize the sales of products through flea markets, street vendors, at house parties, or online auction sites. 

What is your privacy policy?

We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. 


How do care for and clean my bag?

Store your  handbag in a protective fabric bag.. Take care when wearing/ carrying lighter colored suede handbags, as they do attract dirt more readily.  Please make sure to not leave any leather items in direct sunlight for extended periods of time, i.e. store windows, back-seat of car etc, as this tends to fade color. We recommend, but do not guarantee Scotch-Guarding (following manufacturer’s instructions) which helps to protect the leather from dirt and environmental factors. A spot test is recommended.  We recommend, but do not guarantee, taking handbag(s) to a Dry Cleaner or shoe repair man specializing in leather and suede cleaning. We recommend, but do not guarantee using Cadillac Suede & Leather cleaner (google it-we have found it on Amazon)  to clean and care for your handbag (following manufacturer’s instructions).  Full grain leathers can be wiped with a soft cloth and gentle soap.  Be sure to spot test first!

I have a problem with my bag.  How do I fix it?

Every skin of leather we receive is unique and no two skins are alike. Therefore every handbag is unique. Slight irregularities are common. This is what makes each handbag so special.  We take pride in the lasting quality of our products. We will repair free of charge any item that presents manufacture defects in the first year the item leaves our production studio. Please contact the retailer where you purchased the item.  If you purchased the item through our online store or at Flagship retail store in Malibu we will be happy to help you.  Please call (877)898-9543.

I need replacement hardware.  What do I do?

We sell screw replacement kits and replacement hardware online.  Please type Hardware in the search field and select the item you need. If the hardware you need is not available online please send a picture of the item you need or the bag you are trying to repair  info@tyliemalibu.com.  You will receive and email from us with further instructions. In most cases, you will not be charged for the hardware you will only be charged shipping.  Some repairs are simple enough to DIY. We recommend your local shoe repair for more complicated issues.  

I found the perfect thing, yay! When will my order ship?

Our talented staff of expert craftsman, artisans, design and office teams work together to produce and fulfill orders in a timely manner. Cut to order items and orders that require customization may take up to 10 business days to ship as we will be crafting the item just for you.  Your patience is appreciated.  You will receive an e-mail confirmation with the tracking information once your order has shipped.

Does Tylie offer Gift Certificates/Gift Cards?

Yes, we do! Gift Certificates can be ordered in any amount. They are sent via e-mail to any individual with a valid e-mail address. The recipient of a Gift Certificate will receive an e-mail with a Gift Certificate code redeemable only on our website or in our retail store 

What are my payment options and will my card be charged immediately?

We accept Visa, Master card and American Express.  Yes, your credit card will be charged immediately.

What if I need to cancel or change my order?

If for any reason you would like to change or cancel your order, please contact customer service as soon as possible by emailing info@tyliemalibu.com or calling (877) 898-9543. We will make every effort to accommodate your request. However, we cannot cancel or change an order once it has been shipped. Customized items cannot be canceled or returned.

Is my personal and credit card information safe on your website?

Secure Socket Layer (SSL) encryption is used for every transaction. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.

Do you ship to PO boxes or APO/FPO addresses?

For consumer protection and fraud prevention, we cannot ship to PO boxes or APO/FPO addresses.

If I send my package as a gift, will the recipient receive the invoice?

We can remove the invoice from the package and/or include a handwritten note.   It's the little things!  Please indicate your request in the special instructions section of our order placement screen.

What is the Return/Exchange policy?

We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund or exchange. Unwashed, unworn, unused or defective non-sale merchandise may be returned within 21 days after purchase for an exchange or refund with an assigned Online Return Approval Code. All exchanges/refunds are subject to our inspection. Merchandise received after 21 days will be subject to a 15% restocking charge. Merchandise received after 30 days will only be accepted at our discretion for a store credit. We will only refund shipping charges if we sent the wrong item or the item sent was defective. If you are making an exchange because you would like a different size, style or color, you will be charged for shipping on your exchange.  Due to security constraints, we cannot reimburse you for an amount greater than your purchase amount.  We do not accept returns on products that were not purchased via this website. If you have purchased from an authorized Tylie retailer and you wish to return/exchange/repair your bag, you must bring it back directly to the seller. Items purchased at a discounted sale price are final. This includes a promotional code.

How do I receive an Online Return Approval Code?

Please email info@tyliemalibu.com in the following format

************************

Customer Name:

Order Number:

Email:

Phone Number:

Return or Repair:

Description:

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 Where do I ship my return/exchange?

Returns and exchanges must be mailed to Tylie Malibu Return Dept. 1320 South Main Street Suite 6A Los Angeles, CA 90015. To be properly processed, your return or exchange must be marked with an OLRA code (Online Return Authorization). You can obtain this code by calling our customer service line at (877) 898-9543 or emailing info@tyliemalibu.com. The OLRA code will be linked to your order.  Pack and seal your box securely, in the original package if possible. We recommend shipping your return or exchange with a carrier who will provide your package with a tracking number to ensure that your package does not get lost. Packages must be returned prepaid. We do not accept COD.

When will my credit card be refunded?

Once your package has been received, your refund or exchange will be processed within 14 business days. If a refund is due, the credit will be issued in the original form of payment. The credit may not show up until your credit card's next monthly billing cycle. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

What if I decide to refuse the shipment or the package is returned to us as undelivered?

If you decide to refuse any shipments from Tylie Malibu, you are responsible for original shipping charges, any duties, taxes, and/or customs charges (on both original and return shipments) and the cost of returning the package to Tylie Malibu. This amount will be subtracted from your merchandise refund.