Frequently asked questions
Do you have a question about your order, delivery, return, or one of our products? Here you will find the answers to our customers' most frequently asked questions. Is your question not listed? Feel free to contact us.
Do you have a question about your order, delivery, return, or one of our products? Here you will find the answers to our customers' most frequently asked questions. Is your question not listed? Feel free to contact us.
Last updated: May 13, 2026
Webshop name: THE LAMASSU®
Website: www.delamassu.com
Email address: info@delamassu.com
Chamber of Commerce number: [enter Chamber of Commerce number]
VAT number: [enter VAT number]
Registered address: [enter company address]
These general terms and conditions apply to all orders, purchases, and agreements via DE LAMASSU®.
These general terms and conditions apply to every order placed via DE LAMASSU®.
By placing an order, the customer agrees to these general terms and conditions.
DE LAMASSU® reserves the right to amend these general terms and conditions. The version valid at the time of ordering applies to the order.
DE LAMASSU® sells bags, accessories and related products.
We do our best to display all products as clearly and completely as possible. This includes product photos, descriptions, colors, dimensions, materials, and product features.
Colors may vary slightly in reality due to screen settings, lighting, or photography.
All prices on the website are displayed in euros and include VAT, unless otherwise stated.
Any shipping costs are clearly displayed during checkout before the order is placed.
DE LAMASSU® reserves the right to change prices. For placed orders, the price visible at the time of ordering applies.
An order is final after the customer has completed the ordering process and payment has been successfully received.
Payment can be made via the payment methods available in the webshop, including iDEAL, PayPal, Klarna, Bancontact, credit card, Apple Pay, and Google Pay.
DE LAMASSU® reserves the right to refuse or cancel an order in the event of errors, suspected misuse, incorrect data, or payment problems.
DE LAMASSU® delivers orders to the address the customer provided during checkout.
The customer is responsible for correctly entering address details.
We do our best to ship orders as quickly as possible. The expected delivery time is stated on the website or during the ordering process.
If a delivery is delayed, the customer will be informed.
DE LAMASSU® is not liable for delays caused by external delivery services.
DE LAMASSU® offers free delivery on every order, unless otherwise stated on the website or during checkout.
The customer has the right to cancel the order within 14 days of receipt without giving any reason.
After registering the return, the customer has another 14 days to return the product.
A return will only be accepted if the product:
The customer may view and try on the product just as would be allowed in a physical store.If the product is used more than necessary to assess it, depreciation may be passed on.
The costs for returning an order are at the customer's expense, unless stated otherwise or unless the product was delivered incorrectly or damaged.
Upon receipt and inspection of the return, DE LAMASSU® will refund the purchase amount.
Refunds will be made via the same payment method used by the customer, unless otherwise agreed.
DE LAMASSU® may wait with the refund until the product has been received back or until the customer has provided proof that the product has been returned.
If the customer receives an incorrect or damaged product, this must be reported as soon as possible via info@delamassu.com.
The customer is asked to include clear photos of the product, the packaging, and the shipping label.
If it turns out that the product has been delivered incorrectly or damaged, DE LAMASSU® will provide an appropriate solution, such as replacement, repair, or refund.
The statutory warranty applies to all products.
This means that a product must meet what the customer may reasonably expect.
Damage caused by normal use, misuse, wear and tear, water damage, stains, or negligent maintenance is not covered by the warranty.
Discount codes are only valid within the specified promotional period.
Discount codes cannot be applied retroactively to previously placed orders.
DE LAMASSU® reserves the right to modify or terminate promotions.
DE LAMASSU® is not liable for indirect damage, consequential damage, or damage caused by improper use of products.
The liability of DE LAMASSU® is limited to the amount of the order to which the complaint relates, to the extent permitted by law.
Complaints can be reported via info@delamassu.com.
We try to treat complaints as quickly as possible.
Describe the complaint clearly and attach photos or order details where necessary.
DE LAMASSU® processes personal data in accordance with the privacy statement on the website.
Personal data is used only for processing orders, customer service, shipping, payments, and other necessary webshop services.
DE LAMASSU® is not responsible for delays or damage caused by situations beyond our control.
Consider breakdowns, transport problems, strikes, fire, government measures, supplier problems, or other unforeseen circumstances.
These general terms and conditions and all agreements with DE LAMASSU® are governed by Dutch law.
Disputes are preferably resolved amicably first. If that fails, the dispute may be submitted to the competent court.