Concierge

Our Approach to Client Care

At Lustré, we believe service should feel as thoughtful as the pieces we create. Our site offers clear access through Contact, My Account, Checkout, Shipping & Packaging, and Refund and Returns, reflecting a service structure designed to support the full client journey.

For us, luxury service is never excessive or intrusive. It is calm, informed, and attentive to detail. It means helping clients choose with confidence, understand our materials more deeply, and feel supported before and after purchase.

Product Guidance

Because our collection is built around 100% genuine suede, product guidance matters. Clients often want to understand silhouette, material feel, wearability, and how a suede piece may fit into their wardrobe.

We see guidance as part of the luxury experience. Choosing a suede coat or jacket should feel informed rather than uncertain. Whether you are deciding between silhouettes, considering everyday wear, or exploring a bespoke possibility, our role is to make that process feel considered and seamless.

Bespoke and Personal Enquiries

Concierge also serves as the natural home for more individual requests. For clients interested in a more tailored experience, this includes bespoke conversations around fit, proportion, and personalized service directions. Within the wider Lustré structure, Bespoke, Atelier, and Material Library express our expertise in design, customization, and genuine suede. Concierge brings these worlds into direct dialogue with you.

Shipping and Delivery Support

We offer free shipping for orders above €300 and maintain a dedicated Shipping & Packaging guide. For us, shipping is not merely logistical. It is part of how a garment is received and introduced into a client's wardrobe. Concierge is where you should feel reassured on matters of order progress, delivery expectations, and packaging standards.

Returns and Order Assistance

We believe support after purchase is as important as support before it. A refined client experience includes clarity around orders, returns, and account access, delivered in a way that feels straightforward and respectful. Visit our Refund and Returns page for detailed policy information.

Care Guidance as Service

At Lustré, care is part of the relationship we build with every piece. Our Suede Guide and Suede Authority already offer educational support on maintaining texture, color, and longevity. True service does not stop at the moment of purchase. It continues in helping each garment live beautifully over time.

Staying Connected to the House

We invite clients to stay connected through our newsletter offering early access to new collections, exclusive offers, and suede care tips. Luxury should feel continuous, not one-off. It should create a sense of access, trust, and ease over time. Whether through product guidance, service updates, or editorial knowledge, Concierge reflects our commitment to a more complete client experience.

The Lustré Standard of Service

Concierge is our way of bringing together everything that supports life around the garment: guidance, reassurance, communication, delivery, care, and continued connection to the house. We believe client care should feel personal without complication, luxurious without performance, and helpful without noise. That is our standard of service.