FAQs

What are Gaston Luga bags made of?

The materials we use vary across collections, but they are indicated in the product page of the bag you are interested in.

Gaston Luga has ambitious plans to increase our sustainability efforts company-wide. Part of this is a shift towards using only eco-friendly materials in all our products by 2023.

We are continually searching for and developing functional, durable materials to reduce our impact on the environment.

This is just some of what we have accomplished in our efforts so far, as we work to grow this list even further:

  • No Animal-Based Materials: No leathers, no adhesives, and no colourings used in the production of our backpacks are sourced from animals.
  • Plant-Based Leather: A selection of products in 2021 will use vegan apple leather, a biomaterial created from discarded apple skins.
  • Low Impact Packaging: We ship our products in boxes produced from FSC-certified paper, printed with soy ink, making them eco-friendly and recyclable.
  • Biodegradable Plastic: Some of our backpacks ship with a protective film. This is 100% biodegradable, compostable within 3-6 months in ideal composting conditions.

 We are partnered with manufacturers that follow production standards set by amfori, the leading global business association for open and sustainable trade. We are in close contact and visits to the factories are made regularly by the GL team in order to assure quality of production as well as working conditions and circumstances.

If you'd like to know more about our sustainability practices, please click here.


How do I clean my Gaston Luga bag?

The materials we use vary across collections, but they are indicated in the product page of the bag you are interested in. 

We do not use real animal leather for our products. With the exception of our apple leather products, all elements with a leather look are made with polyurethane, a synthetic leather that looks and feels similar to real leather. The material is known for being durable and easy to clean.

A selection of our products are made of apple leather, which is a biomaterial created from discarded apple skins. As far as cleaning is concerned, you may treat it the same as you would treat PU leather.

Regarding cleaning, we do not recommend machine wash as some backpacks have metal fittings that may damage your machine. If necessary, you can wash the bag by hand but do not leave the backpack to soak for too long. You can also opt to just wipe any dirty spots with a light and soft cloth, dampened with slightly soapy water.

Do not use strong chemicals such as alcohol or bleach. Some hand sanitizing solutions may also discolor the material. We do not recommend dry-cleaning.


How do I know if the Gaston Luga bag I purchased is authentic?

All authentic Gaston Luga bags come with authenticity tags. If in doubt, you can contact us at gastonlugaPH@gmail.com and send the following details to check:

  • Full Name of Buyer
  • Contact Number of Buyer
  • Date of Purchase
  • Place of Purchase
  • Official Receipt or Proof of Purchase from a Gaston Luga Philippines store
  • Photo clearly showing the item and its authenticity tag/s and barcode/s

What is your Warranty policy?

Gaston Luga Limited lifetime warranty

All products sold on our official Philippine website www.gastonluga.ph, Lazada store https://s.lazada.com.ph/s.jsiRz and Shopee store https://shp.ee/t56nfl1 are covered by a limited lifetime warranty. The warranty period begins on the date of purchase of brand new, unused products by the first end-user. Your product is protected against all manufacturing defects provided that the product is used for its intended purpose.

The lifetime period is based on the expected lifetime of the product but doesn’t exceed 20 years from the date of purchase.

Any Gaston Luga product that is purchased outside of the official Philippine stores will not be covered by our local team.

 

What your warranty covers

The Gaston Luga limited lifetime warranty cover defects and damage that were caused by a production error. Our Customer Service team will need to perform an assessment to determine if the defect was caused by a production error.

For the assessment, our team will need: 1) the original purchase receipt, and 2) video proof showing clearly the product quality upon receiving the item and the defect and/or damage possibly caused by a production error. 

Once the defect and/or damage is confirmed to be caused by a production error, our team will exchange your purchased item with the same kind in good quality.

 

What your warranty doesn't cover

The Gaston Luga warranty does not cover any defects or damage that was inflicted by you or anyone who has used the product after delivery. Some examples of this are:

  • Any damage caused by harsh use or neglect of the product, including exposure to extreme elements such as direct sunlight for extended periods of time.
  • Using the product in any other way than its intended purpose.
  • Cosmetic damage
  • Normal wear and tear
  • Damage caused by making alterations, including dyeing or replacing parts of the product.
  • Theft/loss of the product (or parts of the product) after delivery. 

If the product was damaged or lost while in transit (between the time you made the purchase and up until the product was delivered to you), please contact us as soon as possible and we will assist you further.

Please note that the warranty does not apply to products that have been sold second-hand in used condition (e.g. “as is”, “used” or “preconditioned”), even if the original purchase receipt is provided.


How do I make a warranty claim for my defective / damaged product?

Please contact us at gastonlugaPH@gmail.com for warranty claim within 7 days of purchase. Please already include the following details:

  • Full Name of Buyer
  • Contact Number of Buyer
  • Date of Purchase
  • Place of Purchase
  • Official Receipt or Proof of Purchase from a Gaston Luga Philippines store
  • Video proof showing clearly the product quality upon receiving the item and the defect and/or damage possibly caused by a production error
  • Photo clearly showing the item authenticity tag/s and barcode/s

What is your Returns and Exchanges policy?

Gaston Luga ensures the quality of all its products and handles all orders with utmost care, so all sales are considered final.

However, in case you have received damaged, wrong, or incomplete items in your orders from our official Gaston Luga Philippines independent store/s, official Philippine website www.gastonluga.ph, Lazada store https://s.lazada.com.ph/s.jsiRz and Shopee store https://shp.ee/t56nfl1, please contact us at gastonlugaPH@gmail.com within 7 days of receipt. Please already include the following details:

  • Full Name of Buyer
  • Contact Number of Buyer
  • Date of Purchase
  • Place of Purchase
  • Official Receipt or Proof of Purchase
  • Video proof showing clearly the unpacking of the package to show the damaged/wrong/incomplete delivery

The product(s) must be unused – in its original packaging with labels – and in the same condition as when the product was received.

Gaston Luga Philippines does not take responsibility for any items lost during the return shipping. However, we will accept and recognize any proof of posting or tracking information that you may be able to provide. If you are only partially returning your order, we will need to have the return confirmed by the warehouse before we proceed with an exchange/refund.

For returns and exchange claims for purchases from non-Gaston Luga branded partner retailers and stores, please follow the latter’s returns and exchange process.