Product quality issues
We cover the costs needed to resolve a confirmed product fault.
CUSTOMER CARE
Returns & Support
We care about your bag—and your experience.
01 / CHANGE OF MIND
14 days to get in touch.
Contact us within 14 days of receiving your order to request a return or exchange.
Unused. Unworn. Undamaged.
Items must be unused, with no signs of wear or damage, and returned with all original tags and accessories.
For change-of-mind returns, you cover the return postage.
Reasonable inspection allowed by law is not treated as use. These conditions do not exclude claims for defects, transit damage or incorrect items.
02 / WHEN SOMETHING ISN’T RIGHT
We’ll take responsibility.
Lost or damaged in transit
We handle the carrier claim and arrange a replacement or resend, without waiting for the carrier’s payout.
Wrong item or missing accessories
We correct the mistake and cover the necessary costs.
The 14-day change-of-mind window does not limit your statutory rights for faulty goods, including refunds where required.
A simple way to get help.
Contact us
Share your order number and a description of the issue. Photos help where available.
We review the issue
We’ll discuss a suitable solution and any return arrangements with you.
We put it right
We arrange the agreed refund, replacement or missing item.
Contact us for return instructions before sending your parcel.
Our support doesn’t end at delivery.
If your bag shows wear or suffers accidental damage, get in touch. We’ll do our best to offer care advice, repair guidance or help with parts. Any costs will be explained in advance.
We’re here for the people who appreciate our bags—and we want you to enjoy yours for years to come.
A few helpful details.
Who pays for return shipping?
For change-of-mind returns, you do. For product faults, transit damage or our fulfilment mistakes, we cover the necessary costs.
Do I need to send my bag back?
We’ll explain whether a return is needed and provide the relevant instructions.
What about my consumer rights?
This policy does not limit your rights under applicable consumer law.