Everything, in one place
The questions we answer most often — authentication, shipping, returns, and how to reach a member of the atelier.
Questions, answered
Everything we're usually asked, in one place. If you need something more specific, write to the atelier below.
Are the bags authentic?
Yes. Every single bag purchased from Spotted Lisbon comes with an official Certificate of Authenticity from LegitGrails, at no extra cost. Each piece goes through an in-house inspection first, then a third-party verification combining expert human analysis with AI. You receive a digital or physical certificate with a unique code and QR code so you can verify the authentication independently.
No replicas. No fakes. Ever.
How do you grade the condition of each bag?
We grade strictly so you know exactly what you're buying. See the full grading scale for details on each level.
Pristine. As new, tags attached.
Excellent. Near perfect. Almost no signs of wear.
Very Good. Light signs of use in discreet areas such as corners or hardware, but great overall condition.
Good. Clearly used with visible wear on corners, edges, hardware or interior. Fully functional.
Fair. Significant wear and aging. A piece with stories — for a buyer who values provenance over pristine condition.
How long does shipping take?
Orders are dispatched within a maximum of 7 business days. After that:
- Portugal: 1–3 business days
- European Union: 3–7 business days
- International (outside EU): 7–15 business days
You receive a tracking number by email once your parcel leaves the atelier.
What is the returns policy?
You have 14 days from receiving your order to request a return, with no reason needed. The piece must be returned in its original condition with all accessories, tags, and the authenticity certificate. Return shipping is at your expense unless the piece was misdescribed by us. Full refund issued within 14 days of the return being accepted.
Do you ship worldwide?
Yes. We ship from Lisbon, Portugal to most countries. Shipping cost is calculated at checkout based on destination and weight. For deliveries outside the EU, local customs fees, taxes, or import duties may apply — these are the recipient's responsibility.
Which payment methods do you accept?
MBWay, Visa, Mastercard, Apple Pay, Google Pay, PayPal, and Klarna (subject to your region). Payment is processed securely by Shopify Payments and our partners — we never see your card number.
Can I sell my bag through Spotted Lisbon?
Yes. Send us photos and a short description at geral@spottedlisbon.com or via the contact form. Authentication is free. If we take the piece, we agree on a private sale price and transfer your payout once it sells. See the Services page for the full process.
Do you offer private sales?
Yes — by invitation. Our Private Sales programme places rare pieces directly with a short list of collectors before they reach the public archive. Write to us if you'd like to be considered.
Can I pick up in Lisbon?
Yes — private pickup in Lisbon is available on request, once your order is confirmed. Email us at geral@spottedlisbon.com after placing your order and we'll coordinate.
What if my parcel arrives damaged?
All shipments are insured. If a parcel is lost or arrives damaged, email geral@spottedlisbon.com within 48 hours of delivery. We'll work with the carrier to resolve it and make sure you're not out of pocket.
From Lisbon, with care
Order processing
All items are carefully inspected and packaged before being shipped. Orders are dispatched within a maximum of 7 business days after payment confirmation. You will receive a confirmation email once your order has been handed over to the carrier.
Shipping rates & destinations
Shipping costs are calculated automatically at checkout based on the destination and the weight of the items.
- Domestic (Portugal): 1–3 business days after dispatch.
- European Union: 3–7 business days after dispatch.
- International (outside EU): 7–15 business days after dispatch.
Delivery times are estimates and may vary due to carrier schedules, holiday periods, or external factors beyond our control.
Tracking your order
Once your order has been shipped, we will provide a tracking number via email. You can monitor your package's journey through the carrier's official website.
Customs & import duties
For orders shipped outside the European Union, local customs fees, taxes, or import duties may apply. These charges are the responsibility of the recipient and are not included in the final checkout price.
Lost or damaged parcels
All shipments are insured. If a parcel is lost or arrives damaged, contact us at geral@spottedlisbon.com within 48 hours of the delivery attempt, and we will work with the carrier to resolve it.
14 days, no questions asked
You have 14 days from receiving your order to request a return, with no reason needed — as provided by Portuguese consumer law (Decree-Law 24/2014).
How to return
- Email geral@spottedlisbon.com within 14 days of delivery, with your order number.
- Return the piece in its original condition with all accessories, tags, dust bag, and authenticity certificate.
- Ship to our Lisbon address (provided by reply) using a tracked, insured service.
Refunds
Return shipping is at the customer's expense unless the piece was misdescribed by us. Full refund is issued within 14 days of the return being accepted, to the original payment method.
Pieces returned without the certificate, or damaged in transit due to inadequate packaging, may be refused.
Write to the atelier
For orders, authentication questions, private sales, or selling your bag. We reply within 24 hours, Monday to Friday.
Studio
Lisboa, Portugal