Free Returns and Refunds Policy
Returning? > Start here <
Free & Flexible Returns
Sometimes things don’t quite work out. We understand and in the unfortunate circumstance that you need to return your bag or other product, we’ll make it easy.
Please note that our returns period is now extended until 31 January 2020. This over-rides any shorter period mentioned in our standard returns policy below
Returns for Refund or Exchange:
UK Returns 🇬🇧
All unused bags with tags still attached can be returned within 60 days of delivery for a full refund, or exchange, no questions asked. Oh yes, returns ship for FREE, too (United Kingdom orders only at the present time. See below for USA/Rest-of-World returns). For situations where the bag has been used, we are not obliged to accept it back under consumer law, unless it is unfit for purpose- but if a bag is being used, then we assume it was fit for purpose.
After contacting us, we'll send you a label so that you can easily return your parcel to us, free of charge.
USA/Canada/Australia and rest of World 🇺🇸🇨🇦🇦🇺🌍
All unused bags with tags still attached can be returned within 60 days of delivery for a full refund, or exchange, no questions asked. You will need to cover the cost of return for refund. USA-customers can return to our USA mailing address which will be emailed to you. For situations where the bag has been used, we are not obliged to accept it back under consumer law, unless it is unfit for purpose- but if a bag is being used, then we assume it was fit for purpose.
For exchanges, the bag again must be un-used with tags attached. We will cover the cost of return for exchanges.
No matter where you're from, we'll cover the cost of return if a bag is faulty within 30 days of receipt due to a manufacturing deficiency (see below).
Our policy for changing your mind (which is fine) lasts a generous 60 days from date of delivery to you. If 60 days have gone by since your delivery, unfortunately we can’t offer you a refund or exchange. Faulty? This gets more complex but thankfully each party can follow some simple rules laid out under the Consumer Rights Act 2015. It makes it fair all around (please scroll down for info on faulty items).
So, to be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Items which have been engraved are included. Perishable goods such as food (if we sold it!), flowers (those too), newspapers or magazines cannot be returned (we won't read them). We also do not accept products that are intimate or sanitary goods (we definitely don't sell those), hazardous materials, or flammable liquids or gases (and we could do without these in our warehouse. Oh the joys of the small print).
Additional non-returnable items:
Downloadable software products
Some health and personal care items (but you can return our bag care kits. Provided you haven't used them. Obvious but this is a returns policy - the blindingly obvious has to go in).
To complete your return, we require a receipt or proof of purchase. Your order number and name will do just fine.
Please do not send your purchase back to the manufacturer. They'll be completely perplexed. To organise a return, please email firstname.lastname@example.org and we'll take care of the rest. Do allow us 24hrs to get back to you. It won't affect the 60 day limit. It's best to do this in writing rather than by phone so we can send the label to your email and anything else you need to make it nice and easy.
There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 60 days after delivery (subject to our agreement)
If a bag develops a fault within 30 days of delivery, due to a fault with the bag, then we need to be able to prove that this is a manufacturing issue which was intrinsic to the bag when you received it. This is normally easy to ascertain. If this is the case, and you don't want the bag anymore, we can refund you. Again, this only applies to a manufacturing fault. For example, if you were to fill the bag with concrete everyday and expect the handle to endure this punishment, this wouldn't qualify.
Returns are free for faulty products.
If 30 days has gone by and a fault manifests itself, we can still help. As you've had the bag past 30 days, and hopefully enjoyed lots of use, we cannot refund you, but we will repair or replace the bag. The law says this should be something which is reasonable for us to do, without putting you to any significant inconvenience. Don't worry, we'll find a good solution as we put our customers first.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item safe and sound. We will also notify you of the approval of your refund. If there's a problem with what you sent back (sometimes people have sent us back things we don't sell by mistake. It's nice to get a surprise like this but probably not so great for whoever sent it), we'll talk it over.
If you are approved for a full refund (this sounds like a credit card application!), then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. We will aim to complete all refunds within 7 days. It sounds like covering ourselves (to be fair, we are) but do bear in mind that the banks dictate the terms - so refund times can vary. It's usually only 3-4 working days from when we press the button to it arriving with you.
If you used your bag and it developed a fault, we follow UK consumer law which requires us to refund the bag if it is shown to be of unsatisfactory quality under normal conditions of use. We would need to inspect the bag to be sure it failed outside of normal conditions.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. It's amazing how often people check the wrong account.
Then contact your card company, it may take some time before your refund is officially posted. They can tell you.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com and we'd better look into it our end. In this case we'd massively appreciate it if you kept in touch. Reporting it to your card provider is your choice, but it's much better if we can deal with it and avoid a costly fine!
Sale items (if applicable)
Will also be refunded. No problems there. A bargain all around.
Exchanges (if applicable)
We only replace or fix items if they are defective or damaged due to manufacture (although if our courier has inadvertently dropped a washing machine on your parcel this would definitely qualify as something that wasn't your fault). If you need to exchange it for the same, or another item, send us an email at firstname.lastname@example.org and we will send returns instructions.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail it back to us. We will also be able to organise a Collect Plus label for you (in normal conditions the cost of this is subtracted from your refund (£7)). At the time of writing, we're covering the cost for your return, though. So there is nothing for you to pay.
You will be normally be responsible for paying for your own shipping costs for returning your item (again, free at the moment). Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. In most cases it'll be fine, but for things like expensive leather bags, it's better to be safe. Our Collect Plus service provides tracking.