You have 30 days from delivery to return any bag for a refund or an exchange. That includes personalised bags, which we cannot resell, so we take the loss rather than making you keep something that is wrong.

Condition

The bag needs to be unused and in its dust bag. Unused means you have carried it around your house, looked at it in a mirror and decided. It does not mean the packaging has to be pristine, and it does not mean we will reject it over a handling mark. It does mean a bag that has been to work for a fortnight is not a return, it is a used bag.

How to start one

1. Email us through the contact page with your order number and whether you want a refund or an exchange.
2. We reply with a return label, usually the same working day.
3. Put the bag in its dust bag, in a box, and send it.

Who pays return postage

We do, within the United States. International returns are at your cost unless the item is faulty or we sent the wrong thing, in which case we cover it both ways.

Refund timing

We process refunds within two working days of the bag arriving back. Your bank then takes three to ten working days to show it, which is outside our control and is the part that usually causes the second email.

Exchanges

An exchange for a different size, colour or style is treated as a return plus a new order, so the new bag goes into production when we receive the old one. If you need it faster, order the replacement now and we will refund the return when it lands.

Faulty bags

Something structural that fails is not a return, it is a warranty matter, and the stitching warranty has no time limit. Send a photo first, because many things people assume are faults are repairable in a day and do not need the bag to travel.

Sale items

Same 30 days, same terms. We do not run a different policy on discounted stock.