FAQ | OPUS

Shipping

Where do you ship？

When will I receive my order？

All in-stock products ship within 1 business day of your order. We do not ship orders on weekends and national holidays. We use FedEx or UPS for the majority of our deliveries.

Here are the estimated delivery times for in-stock products after shipping:

US Northeast: 4-5 days
US Southeast: 4-5 days
US Central: 3-4 days
US West Coast: 1~3 days

Actual timing may vary from these estimates due to inclement weather, holiday season rush, or other unforeseen reasons out of our control.

Can I cancel or change my order once I've placed it？

Returns & Exchages

What's your return and exchange policy？

Return Policy

We accept returns, refunds, or exchanges only if the following requirements are met.
Please note that we cannot accept returns if these conditions are not satisfied.

■Eligibility for Returns

Returns must be initiated within 14 days of the product’s delivery.
Only products purchased directly from our website are eligible for returns.
When contacting us, please provide the following details to confirm your purchase:
All original packaging, including the delivery slip, tags, box, and instruction manual, must be returned with the product.
The product must be unused, unwashed, undamaged, and unaltered, with its original tags attached and in its original packaging.

For returns of products priced at ¥50,000 or more, the payment processing fee (3%–4%) will not be refunded.
If we determine that the returned item does not meet the conditions above, we will return the product to your address at your expense. In this case, the item will not be refunded, and the return shipping fee will be the responsibility of the customer.

■Return Shipping Costs
Customers are responsible for return shipping costs, except in cases of defective or damaged products.

■How to Request a Return or Exchange
To request a return, head to our contact page and fill out the form, and we’ll get back to you with the next steps.
When contacting us, please provide the following information:

Order number (a 4- to 5-digit number starting with #〇〇〇〇) or phone number.
Email address used for the order.

■Refund Process
Once we receive the returned item, we will inspect and verify its condition.
After completing the inspection, we will promptly process your refund. Refunds typically take 5–7 business days to complete.

Refunds will generally be issued to the original payment method.
For credit card or external payment service purchases, the refund will be processed to the respective payment service, not directly to your bank account.
If you send your return via cash-on-delivery, the shipping cost at the time of delivery will be deducted from your refund amount.

How do I make a return and exchage？

Warranty

Do your suitcases have a warranty？

All aucentic luggage purchased directly from us is backed by a lifetime warranty extended to the original owner of the item. aucentic products purchased through authorized third-party retailers are also backed by our lifetime warranty.

The warranty covers:

Cracks or breaks in the shell
Wheels, handles, or telescoping handles that break off or are no longer usable
Broken zippers

The warranty does not cover:

Cosmetic Damage: scratches, dents, dings, scuffs, stains, colour changes, normal wear and tear (including inner fabric), technological obsolescence, or other non-functional changes in the appearance of the product that occur during normal handling and use of luggage by any party and which do not impair the functionality of the product as luggage
Replacement of any non-defective parts in the luggage
Damage determined by us to be due to intentional abuse, modification, tampering, and/or alteration beyond what could be considered normal handling and use

In the event of a warranty claim:

If a part of your luggage is damaged, we will ship you a replacement part, with instructions for installation. Shipping and processing times may vary based on availability. We will ship you replacement luggage if defective components cannot be repaired or replaced. We cannot guarantee exact replacement of limited edition, discontinued, or out-of-stock items. We guarantee that the replacement luggage will be of equal or greater retail value to your original purchase. We make replacement decisions at our discretion and reserve the right to decline a warranty claim.

Payment

What payment methods do you accept？