You can request a return of any bag(s) you have purchased from us online up to 28 days (for all full-price bags) and 14 days (for all sale items) after receiving your order. Please request a return by email and we will acknowledge the request with information on how to return the goods.
You will be asked to include the original proof of purchase with the bag(s) you are returning. Bags being returned must be adequately packed preferably in a suitable postal/carriage box with particular care given to protect the bag shape and handles.
Return postage/carriage is the responsibility of you, the customer, except in the case of a full refund being given where we have supplied you incorrectly. In the case of a return being due to a defect or fault in the product – we will reimburse your postage costs.
This policy does not affect your UK statutory consumer rights.
Please contact us to request a return or exchange your order by using these details:
When we receive and accept your return bag(s) we will contact you with a return confirmation centered
We will then confirm that we will offer you a replacement or a suitable alternative or a credit note or a refund.
Refunds will be made to the credit card that was used for payment on your original order. We make any agreed refund swiftly and usually within 3 working days and you can expect this to show on your credit card account within 7-10 working days.
If your order was delivered to a country within the EU you will be refunded all sales taxes that were made at the time of purchase. If your order was delivered to a country outside the EU and you incurred local customs duties you will need to contact your local customs authority and claim a refund of taxes directly from them.
You can request the exchange of a bag(s) you have purchased from us. Please read and follow the Returns procedure above.
Cancelling your Order
If you are a customer purchasing within the EU we operate under the Distant Selling Regulations which gives you a ‘seven day cooling off period’ and the right to cancel your contract to purchase from us within 7 working days of the day after the day you as the customer received the goods.
You can cancel your contract within the seven day cooling off period by writing by email or post before the seven day period has expired.
Please read and follow the Returns procedure. You must return the bag(s) in perfect condition and with/in original packaging, including any box, bag, dust bag, paper stuffing, swing tickets and care cards all of which are considered part of the product you purchased.
You are responsible for the costs of returning the bag(s) to us by appropriate postage/carriage.
If you follow this procedure for cancelling your order with us we will refund the purchase price for the bag(s) with the normal postage charge we make online.
If you wish to cancel the contract / your order after the seven day cooling off period or you are a customer outside the EU this will be handled as explained under Returns.