General | Online Sales | Wholesale GENERAL FAQ's Where can I find a store near me that carries your product? Searching for a store that sells our products is easy, just go to our store locator page. Click here. Can you tell me when new products or special promotions are announced? Yes. Simply register with us and you will be eligible to receive e-mail updates on new products, sales, events and other special announcements. Click here. How can I be sure that the bag I bought is authentic? We cannot authenticate any bags purchased on ebay ; 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 I order a personalized bag? Personalized bags and belts can be placed as a special order through a store in or near your city. Please refer to our store locater to find a store near you. You may also place orders for personalized items online. Please check our online store for availability. Why do special orders take so long? Our handbags are made using the finest quality leathers, fabrics, and stones. Our expert craftsman, artisans, design and office team work together to produce and fulfill orders in a timely manner. Every handbag is hand made to your specifications by our talented staff here in Los Angeles, CA. How do I clean/ care for my bag? Please keep handbags hung at all times (when not in use) to ensure that the strap does not rest on the bag itself. Our handcrafted straps have natural oils in them that may stain the delicate Deer Skin, NuBuck, New Look, and Suede. Take care when wearing/ carrying lighter colored suede handbags, as they do attract dirt and soot more readily. Please make sure handbag bottoms do not rest on floors. Please make sure to not leave handbag(s) 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 handbags. Scotch-Guard (following manufacturer’s instructions) suede handbags before initial wearing. This 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 specializing in leather and suede cleaning. We recommend, but do not guarantee using Cadillac Suede & Leather cleaner to clean and care for your handbag. A spot test is recommended. I have a problem with my bag? How can I fix it? 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. Please contact the retailer where you purchased the item. My bag doesn’t look exactly like the one I saw in the catalog? 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. I would like to order personalize belt or strap. How many letters can I use? We can fit 11 letters( includes spaces) on our straps and 13 letters (and spaces) on our belts. I already have a diamond strap but need a new bag. Can I purchase the bag only? Yes.The following style accommodate the signature Tylie Diamond strap and may be special ordered at any authorized Tylie retailer. Log onto our store locator to find a store near you: Classic, Utility Bag, Spy leather Utility, Zuma Bag, Westward Bag. Can I purchase an extra strap? Straps can be purchased separately and may be special ordered at any authorized Tylie retailer. Log onto our store locator to find a store near you. We offer the Signature diamond strap in three lengths 23", 25", and 45". Can I chose the color of the lining of my bag? Lining color cannot be requested – comes on assorted basis only (baby bag comes pink lining only). ONLINE SALES FAQ's When will my order be shipped? When will it arrive? If your order was placed Monday thru Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm PST, the order may be shipped the same day, if not it will be shipped on Monday. Order that require customization may take up to 7 days to ship as we will be crafting the item to your specifications. You will receive an e-mail confirmation once your order has shipped. For your protection, all orders are subject to review. On occasion, this may cause a slight delay in processing your order. Your patience is greatly appreciated. What's the status of my order? How do I track my order? Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information. Do you offer Gift Certificates? 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. Will my credit card be charged immediately? Yes, your credit card will be charged immediately. How do I change or cancel an order? If for any reason you would like to change or cancel your order, please contact customer service as soon as possible. We will make every effort to accommodate your request. However, we cannot cancel or change an order once it has been shipped. Customized items can not be canceled. What are my payment options? We accept Visa, Mastercard and American Express. Is ordering over the internet secure? Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. 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. How do I know that my order has been shipped? When your order has been shipped, we will send you another e-mail with your tracking number and a link to where you can track it online. Do you ship to PO boxes or APO/FPO addresses? No. For consumer protection we can not ship to PO boxes or APO/FPO addresses. If I send my package as a gift, will the recipient receive the invoice? Yes. If you would like us to remove the invoice from the package, please indicate in the special instructions section of our order placement screen. What is your 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 merchandise may be returned within 21 days after purchase for an exchange or refund. All exchanges/refunds are subject to our inspection. Merchandise received after 21 days will be subject to a 15% restocking charge. Merchandise received after 60 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. The return/exchange value is determined by the last retail price of the item. Please use the most economical shipping method for your return. Due to security constraints, we cannot reimburse you for an amount greater than your purchase amount. Please note: 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/refund your bag, you must bring it back directly to the seller. Returns & Exchanges will only be accepted with a completed return form. A return form will be included in your shipment. All items purchased on sale can only be returned for a store credit, no refund will be given for sale items. Where do I ship my return/exchange? Returns and exchanges must be mailed to Tylie Malibu Return Dept. 9021 Exposition Blvd. Los Angeles CA 90034. 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. The OLRA code will be linked to your order so no other paperwork is needed. How should I ship my return/exchange? Pack and seal your box securely, in the original package if possible. Mark your return/exchange with your OLRA code (Online Return Authorization). You can obtain this code by calling our Customer service line at (877) 898-9543 this code will be linked to your order so no other paperwork is necessary to process your return. 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 3-5 business days. If there is a refund due, a 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. Is my personal and credit card information safe on your website? Yes. 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. What happens if I order something that you don't have in stock? Although we make every effort to keep items in stock, occasionally we do sell out of products. If we are out of stock on an item that you've ordered, we will notify you via email and any changes will be reflected in your total as well as your shipping confirmation. Sizing Chart for Clothing We have produced a clothing, belt, shoe size chart. If you need assistance selecting the proper size, please contact Customer Service by email or by phone. Shipping Costs See our Customer Service page. International Shipping Costs, Methods & Disclosure International shipping charges are based on a few factors. Total price of items, weight of the package and its destination. To determine the cost, please add your selected itmes to your card and proceed to checkout. You will be albe to view the shipping costs on the review page of the checkout process. This is the last page before finalizing your order. Form this page, you may cancel or proceed with your order. UPS and Tylie Malibu provide customs-cleared delivery to more than 50 destination countries. Most shipments to Europe or Asia are processed within 2-3 business days after receiving the order. Risk or loss and title for international shipments will pass to you upon our delivery to the carrier. Your order may be subject to import duties and taxes, which are levied once shipment reaches your country. You will be responsible for paying additional charges for customs clearance. We have no control over these charnges and cannot predict what they may be. Customs policies vary widely from country to country. Please contact your local customs office for further information. Additionally, when ordering from Tylie Malibu, you are the importer and must comply with all laws and regulations of the designation country. You authorize us to designate a carrier to act as your agent with the relevnat customs and tax authorities in the destination country, to clear your merchandise and advance (on your behalf) any duties and taxes owed by you. Your privacy is important to us, and we know that you care about how information about your order is used and shared. We would like our International Customer and Customers shipping products internationally to be aware that cross-border shipments are subject to opening and inspection by customs authorities. Also, we may provide certain order, shipment, and prodcut information, such as description, to our international carriers, and this information may be communicated by the carriers to customs authorities to facilitate customs clearance and comply with local laws. If the order is a gift, the package is marked "GIFT," but the cost of the item is still stated on the customs form. Customs authorities require us to state the value of the gift item directly on the package. What if I decide to refuse a shipment? 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 origingal and return shipments) and the cost of returning the package to Tylie Malibu. This amount will be subtracted from your merchandise refund. If you have any shipping & handling questions or comments, please click here or call Customer Service. Where do I send my return or exchange? 9021 EXPOSITION BLVD. LOS ANGELES, CA 90034 WHOLESALE FAQ's I am an account- and have a question regarding my Market Order? Please address any production related questions: Orders, Delivery ETA’s, Back Orders. Click here. I am an account- and have an accounting question? Please direct any press inquiries, sample requests, photo requests etc. Click here. I am an account- and would like to feature Tylie Malibu in our upcoming store ad. Who should I request hi-res product images from? Please direct any product image, logo, catalog image- requests. Click here. I am a boutique and would like to carry Tylie Malibu. How do I go about establishing an account? Please go to our contact page and view the account application. You may email the form back to us or fax it in. Please allow up to two weeks to know status.