Returns & Exchanges
We offer free shipping on returns or exchanges and accept unused products within 30 days upon receiving your order. Returned products must have their original packaging, uncut hangtag with barcode, not show any sign of use, wear and tear, marks/scratches, alterations, or any kind of damage. Additionally please send back the products with a printed copy of your order receipt or packing slip. Sale items are generally accepted under our standard return policy unless noted otherwise during the checkout process. If a sale item is non-returnable, the shopping cart will display a message that identifies certain products as “final sale items”. If you would like to exchange a product, you will need to submit a return and then place a new order online for the products that you would like instead. The exchange process usually takes around 1-2 weeks (depending on shipping times).
Submit a return/exchange: Click here.
Free Ground Shipping - Only available to US addresses. Orders can take up to 3-7 business days (does not include holidays and weekends) to be delivered.
Need it sooner? We also offer expedited shipping quoted directly at checkout (excludes Hawaii, Alaska, Puerto Rico and Guam). Bulk orders over 30+ units do not qualify for expedited shipping, please contact email@example.com should there be any concerns with selecting ground service. Additionally, be sure to add one business day to all expedited shipping estimates, and kindly note we do not ship or process on Saturdays or Sundays.
- How do I initiate a return/exchange?
- We offer free shipping on returns or exchanges and accept unused products within 30 days upon receiving your order. Submit a return/exchange: Click here.
- Do you ship internationally?
- Unfortunately, we do not ship internationally at this time. We have had international customers who have had shipping success with a third-party shipping forwarder for their purchase, such as Big Apple Buddy, MyUS.com, or HopShopGo.
- Are your products sold in any retailers?
- We currently sell all of our products online directly to our customers and at the moment do not work with any retailers.
- Do you have a showroom?
- We currently do not have a showroom.
- Why was my credit card payment declined during checkout?
- Payments are often declined because the billing address or CVV code was entered incorrectly. We recommend calling your credit card company to confirm that the billing address matches exactly as it does on your credit card statement. If you are still having an issue, please click here.
- What do I do if I had problems placing an order with a prepaid gift or credit card?
- Unfortunately, we do not accept orders placed with a prepaid credit card or gift card that does not have billing addresses associated with it. So if you try to place an order and our system rejects the order, it is most likely because a billing address could not be verified. With that said, please call the company that issued the card and verify that the charge was declined. You will most likely also need to ask them to verify or update the billing address for the card if you plan on attempting to place another order. And if you are still having an issue, please click here.
- What do I do if I never received an order receipt and confirmation, but was still charged for the order?
- We first recommend checking spam folders as the confirmations can get filtered there. Alternatively, it could be because the email address associated with the order was incorrect. If you need confirmation that the order was placed, please email us here with the billing or shipping name associated with the order.
- How do I clean my bag?
- Each product has different care instructions, which you can find on the product page for each bag. In general, if the bag doesn’t require dry cleaning, we recommend first starting off with simple soap and cold water. And we don’t recommend using any hard cleaners since discoloration may occur. If you need further information or have any other questions, please click here.
- Do you offer repairs?
- We do not offer repairs. However, if you have a concern or defective issue with your bag, please email us here with your shipping information and a photo of your defective product and we will try as hard as possible to make sure you’re happy with your purchase!
- Do you offer a warranty?
- We do! We offer a free one year warranty, which covers product damages/defects. Not to worry though - if your purchase is beyond the year, we do stand by the quality of our products! Please email us here with a few images of your defective product and someone from our CX team will be sure to assist with your purchase.
- Do you offer gift receipts?
- We do not offer gift receipts. However, each order includes a packing slip which does not disclose any pricing information.
- What is your return policy for sale items?
- Sale items are accepted under our standard return policy unless noted otherwise during the checkout process. If a sale item is non-returnable, you should see in the shopping cart a message that identifies certain products as “final sale items.”
- What is your return policy for gift items?
- We are happy to return and exchange gifted items. Please click here to initiate a gift return.