We offer free returns within the UK.
If you have placed an order, you are free to change or cancel this order by 9am the next working day (UK time). However, once this time has passed, the order will be processed and dispatched to you in due course. Upon receipt, you may return it if you wish.
Refunds can only be made within 15 working days of placing the order. If you wish to receive a refund, or if you are unsure about the product you have purchased, please keep it in its original packaging until you have made your decision. Refunds will only be made if the bag is in perfect condition - they must be clean, unused and free of odour.
If you would like to return your order please track your original order with UPS and click the “Return this Package” button. Choose the reason for returning your item, enter any other comments about your return and your email address. Submit this and you’ll be able to print a UPS returns label. Get in touch if you need help finding the nearest drop off point or scheduling a pick-up.
Once your item is returned we will refund your order with 4 working days. If you are within the UK you will receive your full order cost (including postage) back. If you are outside the UK the postage will be deducted from your refund amount.
You must include a note with your bag of your name, order number and date of purchase.
Non-returnable items include:
Customised or Monogrammed products.
Products purchased at our annual Sample Sale.
Gift cards. Please note that any underspend cannot be refunded.
We’re trying to make some of the best bags in the world, so if something goes wrong, we feel like we’ve let you down. To soften the blow, we will repair any manufacturing faults free of charge, or issue you with a credit note for the equivalent cost of the product. Please note that we cannot refund postage costs.
WEAR & TEAR
If you have bought a product that has seen some serious use and abuse and requires some tender loving care, we will happily repair the product for you.
We reserve the right to determine that a product is beyond repair.
Please note that normal wear and tear does not constitute a manufacturing fault.
Repairs will only be carried out on products purchased after 25th May 2012.
Please click "REPAIR YOUR ITEM" and fill out the form. We'll get back to you as soon as we can with information on how to return your bag to us.REPAIR YOUR ITEM
If you receive a product and decide you would prefer a different colour or model, you may return it to us for an exchange within 15 days of your original order. The item must be returned in perfect condition - they must be clean, unused and free of odour.
If the replacement item is more expensive than your original order, we will send an online invoice for the difference.
If the replacement item is cheaper than your original order, we will refund the difference.
If we are out of stock of the item you'd like to exchange for there may be a waiting period but we'll contact you if this is the case.
To exchange your item, track your original order and click the “Return this Package” button. Choose “exchange” from the list of return reasons and enter the item you would like to exchange for in the comments box. Enter your email and click submit - this will take you to a page where you can either print a label or email the label to you to print later.