Refund policy
Last updated: October 26, 2026
We want you to love what you ordered. If something isn't right, here's how returns work.
Return window. You can request a return within 30 days of delivery.
Condition. Items must be unused, unworn and unwashed, with all original tags, packaging, inserts and accessories included. Leather should be free of new scratches, stains or wear.
Items we can't accept back.
- Personalized, monogrammed or made-to-order items
- Gift cards
- Items marked "Final sale", or whose product page says the sale is final
Items that arrive damaged, defective or not as described can always be reported, including final-sale items (see below).
How to start a return. Message us through the chat on any page or our contact form with your order number and the item(s) you'd like to return. Please don't send anything back before we reply. Our bags ship directly from the workshops that make them, so each maker has its own return address, and we'll send you the correct address and instructions. Packages sent without a return authorization may not be accepted.
Return shipping. If the item arrived damaged, defective or wasn't what you ordered, we cover return shipping. For any other return (for example, a change of mind), return shipping is paid by you and isn't refundable.
Damaged, defective or wrong items. Message us within 7 days of delivery with your order number and a photo of the problem. We'll send a replacement or issue a full refund, whichever you prefer.
Exchanges. The fastest way to get a different size or color is to return the original item and place a new order.
Refunds. Once the maker has received and inspected your return, we'll confirm by email and refund your original payment method. Your bank or card issuer usually takes 5–10 business days to post the refund. Standard shipping is free, so there are no original shipping charges to refund.
Cancellations. You can cancel an order at no charge until it ships. Once an order has shipped, it's treated as a return.
Questions? Message us through the chat on any page or our contact form. We reply within one business day.