FAQ

Any question? Don't hesitate to contact us at [email protected]

About B&S

How does Bags&Stories work?

B&S offers you a selection of authentic luxury bags. Each bag can be rented for a minimum of 4 days and a maximum of 30 days, with a descending price if you would rent for a longer period.

Are the bags authentic?

All bags presented on the B&S site are a 100% authentic. They are purchased newly in the official stores of each brand. B&S does not offer second-hand bags, so we can guarantee the authenticity of all models.

Are the bags clean?

After each rental, we ensure that each bag is cleaned and checked to send it to the prospective renter in outstanding condition. We invite each renter to take care of the bag as best as possible, as if it were your own, to return the bag in the same condition as when you received it.

Why do I have to pay a deposit?

Given the high value of each handbag, we take a deposit equal to 25% of the purchase price of each bag. This deposit is made by bank transfer to your credit card through a trusted third party, Swikly, a company based in France that allows us to secure the deposit online. Swikly will take the necessary steps to verify your bank details, the deposit will be arranged with a few clicks. The amount of the deposit will therefore not be blocked on your card, however this deposit is necessary and the rental will not be confirmed without a deposit. The bank print will be released on Swikly when the bag is returned to us in the condition in which you received it.

What happens if I damage, lose or the bag gets stolen?

We are sure you will take good care of our bags as if it were yours. However, damage, loss or theft can still occur. Here are the terms that apply to each case: In case of damage: you can consult an indicative price list here. The amount of the repair will be deducted from the deposit. To avoid misunderstandings, it is very important to check the condition of the bag when it’s received. And to contact us in case there is a defect that was not reported before when it came to you. In addition, you should not carry out repairs yourself in case of damage, B&S works with professionals who arrange this repair. Any repair performed by you that would damage the bag will be considered additional damage. In case of loss: please contact B&S immediately at [email protected] The amount of the residual value of the bag or a replacement bag will be charged to you by direct debit (see article 4.10 our general terms and conditions for more details) The same procedure applies to theft as to loss. Also report the theft to the nearest police station within 12 hours of the theft.

How many bags can I rent at one time?

You may rent one bag at a time.

How do I take care of the bag?

Here are the most common risks associated with using a bag. We recommend that you read these instructions very carefully so that you can maintain your bag better and fully enjoy it!

The golden rules:

  • Avoid pens or anything else that can permanently stain the inside or outside of the bag;
  • Rain is the worst enemy of leather! Protect your bag under your umbrella, this is certainly essential in Belgium;
  • Do not overload your bag, this prevents the closings from being forced;
  • Diamonds are a girl’s best friend, but not for bags. Be careful not to scratch the bag with your rings.
  • We like soft hands, but we don’t like traces of cream on the bag.
  • A beautiful manicure is the “finishing touch” of your outfit, but beware of scratches on the bags;
  • Your keychain can damage the inside and outside of the bag, get a protective cover here!
  • A new jeans you want to wear? Beware of discoloration, especially with light-colored bags!
  • Are you going on a trip? Make sure that your bag is not crushed into your suitcase, even when it is stored in the protective case.
  • Keep your bag in the protective sleeve when it’s not used, until the next time you want to take it out.
  • Reminder: Do not try to repair the bag yourself in case of damage! Let the experts of Bags & Stories take care of this.

Below is a pricing list that will give you an idea of ​​the most common damage costs. Any damage caused, must be assessed in a case by case by the B&S repair team, therefore the prices below may vary. If the damage turns out to be irreparable, you must pay a fee that equals the purchasing price of the bag.

  • Minor damage (various traces of nails, rings, keys, etc.) between 30 and 90 euros
  • Torn seam between 40 and 80 euros
  • Damaged closure between 60 and 120 euros
  • Loss of a decorative element between 80 and 170 euros
  • Others subject to a quote

Order

Can I cancel an order?

You can cancel an order by contacting us at [email protected] Cancellation within 24 hours after your payment for the order is free. After this period, a fee of 10 euros will be charged. It is not possible to cancel an already shipped order.

Can I change an order?

It’s not possible to change your order which has been placed on the site.

Can I extend the rental period of the bag I rent?

You can contact B&S at [email protected] to view the expansion options. This request must be made before the last day of your rental. For each renewal, the rate applied is the decreasing rate applied to the site, as if you initially chose this period.

What should I do if a bag is defective or damaged?

When you receive your order, please check that the condition of the handbag matches the communicated condition that was sent in the email. If you notice a defect that has not been declared in the bags condition, you must contact B&S directly at the following address [email protected] please include photos that clearly show the defect. This email must be sent within two hours of receiving the bag. Otherwise, any appeal will be rejected.

How can I track the status of my order?

B&S will send you an email when your bag has been shipped. Our logistics partner Bpost will then send you the status of the delivery.

Can I change my delivery address after I have placed an order?

It is not possible to change your delivery address on the site. However, you can contact B&S at the following address [email protected], if possible we will communicate these changes in a timely manner.

Can I offer a gift card from B&S?

It is certainly possible to order a gift voucher, with your amount of choice. You will then receive an email with the receipt. An expiration date is not established.

How much are the delivery costs?

Shipping and return costs are offered by B&S. The price stated on the product sheet is the final price you pay, no additional costs are added to your order.

When do I receive my order?

You will receive your order on the 1st day of your rental period and you must return the handbag the morning after your last day. You will be informed by Bpost about the delivery time. B&S cannot be held responsible for a delay in delivery by Bpost in the event of an error on your part regarding your home address.

What happens if I am absent during the delivery of my package?

If you have opted for a home delivery, you are responsible for personally receiving the bag and signing the receipt for the package. If you are not there and you have the package received for you by a third party, you will be held responsible in case of a problem (damage, loss or theft) after the delivery of Bpost. In case of absence, Bpost deposits your package at the nearest postal point and you can collect the package the next day. You will lose a rental day. We advise you to be present on the day of receipt of your package.

In which countries does B&S deliver?

We currently only deliver in Belgium.

How do I return my bag?

We ask you to return your item carefully. To do this, keep the cover and box in which you received your handbag to re-use it for its return. Close the box tightly with adhesive tape so that it cannot open during the transport. You can find a prepaid return label in the package, attach it on the closed box and then take it to the nearest Bpost. This must be done the following morning after the last day of your rental before 10:00 am. Pay attention! It is important to return your package in time, otherwise B&S will charge a fee of 50 / day that you are late. Keep the proof of delivery, this is your proof in case of late delivery.

What happens if the bag is returned too late?

You pay 50 euros for each day of a delay and this will be directly debited from your credit card via the deposit statement. Without any news from you, and after a delay of 5 days, we are obliged to employ a bailiff. You will be charged the costs of this procedure, in addition to the daily compensation for the delay.

What should I do if my package arrives damaged?

If your package is damaged (in whole or in part), you must refuse delivery, either directly to the postman or to the selected relay point. Also, notify us directly by contacting [email protected]

Payment

Which payment method can I use?

You can pay your rent with a bank card, credit card or PayPal. However, the cancellation of the deposit via Swikly must be made with a credit card.

How can I be sure that the payment to B&S is safe?

B&S partners with Mollie, a payment platform that uses the most advanced security technologies to make your payment run smoothly.

I have a discount code, where can I enter it?

You can enter your discount code at the time of payment. It will be automatically deducted from the amount of your order. Keep in mind that discounts are not valid when you’re purchasing gift cards.

I want to change my preferences. How can I do this?

Open your account in the menu bar at the top right.

Your profile

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Open your account in the menu bar at the top right.

I forgot my password, how can I reset it?

Click on “forgot password”, enter your email address and you will receive an email asking you to choose a new password.

Is my information confidential?

Your personal information and payment details are confidential and are protected by the SSL certificate.

I want to change my preferences. How can I do this?

Open your account in the menu bar at the top right.

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