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.
Email us and we’ll get back to you as soon as we can with information to return your bag and a timescale for the repair. 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.
Note: All returns need to be accompanied by a “Returns & Repairs” form.REPAIR YOUR ITEM
We offer free returns within the UK.
If you have placed an order, you are free to change or cancel this order within 2 days of the order date. However, once the 2 days expired, 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 30 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 return a product from overseas, please do so using a tracked postage service. We cannot replace or refund a product that has gone missing in the post unless you can provide proof of postage and tracking information. Unfortunately, postage costs for international returns cannot be refunded.
All returns must be submitted with a completed ‘Repairs & Returns’ form to help us keep track of your item.
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.return your item
If you receive a product and decide you would prefer a different colour or model, you may return it to us and we will exchange it.
If the replacement item is more expensive than your original order, you are liable to pay 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.EXCHANGE YOUR ITEM