Returns & Exchanges
We offer free shipping on returns or exchanges and accept unused products within 10 business days upon receipt of your order. Any orders placed between 11/24/16 and 12/31/16 have an extended return policy and can be returned/exchanged within 30 days of receiving the order (includes non-business days). 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. 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”.
How to return/exchange an order:
1) Email email@example.com with your shipping information and reason for the return/exchange. If your product is defective, please take a picture of the defective product and attach it to your email as reference.
2) We will contact you within 1-2 business days with instructions.
Note: To exchange products, you will need to return your original order 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).
We offer free ground shipping for all purchases. Unfortunately we cannot offer expedited shipping on orders.
Orders can take anywhere from 3-7 business days (does not include holidays and weekends) to be delivered. NOTE: Orders placed between 11/24/16 and 12/31/16 might incur slight processing and shipping delays due to the holiday peak season.
Currently, we do not ship outside of the US and we do not accept orders with PO boxes as the billing and/or shipping address
For any questions or problems regarding your order, please feel free to contact us at firstname.lastname@example.org.
For press inquiries, please email us at email@example.com.
For general questions or messages, please contact us at firstname.lastname@example.org.
If you’re interested in working with us, please email us at email@example.com.
- Do you ship internationally?
- Unfortunately, we do not ship internationally at this time.
- Are your products sold in any retailers?
- We sell almost all of our products online directly to customers. However, we do have a few select retailers that we work with, so if you are interested in finding out whether we offer our products in a location nearest you, please email us at firstname.lastname@example.org.
- 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 email us at email@example.com.
- 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 email us at firstname.lastname@example.org.
- What do I do if I never received an order receipt and confirmation, but was still charged for the order?
- Most likely, you did not receive an order receipt because the email address associated with the order was incorrect. If you need confirmation that the order was placed, please just email us at email@example.com 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 email us at firstname.lastname@example.org.
- Do you offer repairs?
- We do not offer repairs. However, if you have a concern or defective issue with your bag, please email us at email@example.com and we will try as hard as possible to make sure you’re happy 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”. Please return within 10 business days upon receipt of your order.