This page covers the money. For how to send a bag back, see returns and exchanges.

Full refunds

You get the full amount you paid, including any outbound shipping you were charged, when:

• You return a bag unused within 30 days, personalised or not.
• We sent the wrong item.
• The item is faulty on arrival.
• We cancel your order for any reason.
• A parcel is confirmed lost and you would rather have the money than a remake.

Partial refunds

We will occasionally offer a partial refund rather than a return, for example on a cosmetic mark you are willing to live with. This is always your choice and never something we impose instead of a full refund.

Cancelling before dispatch

Email us. If the bag has not been cut or pressed, we cancel and refund in full. If a monogram has already been pressed, we will still refund in full under our 30 day policy, but the bag will be dispatched and will need to come back.

Timing

We process refunds within two working days of a return arriving, or within one working day for a cancellation. Your bank takes a further three to ten working days to show it. Refunds go back to the original payment method, which we cannot change.

Shipping costs

Return postage is free within the United States. International return postage is at your cost unless the item was faulty or wrongly sent, in which case we cover it.

Duties and taxes

Import duties you paid are not refunded by us because we never received them. Most countries have a process for reclaiming duty on returned goods and we will provide any paperwork you need.