Returns & Exchanges
We want you to love your artisanal bag. If something isn't right, you can return or exchange your order within 14 days.
14 Days
Return within 14 days of delivery for a full refund or exchange
Unused Condition
Items must be unworn, unwashed, and in original condition
Original Packaging
Include all tags, dust bags, and original packaging
Free UK Returns
We provide free return shipping labels for UK orders
How to Return or Exchange
Initiate Your Return
Log into your account and go to Order History. Select the order and click "Request Return". Alternatively, contact our support team.
Receive Your Label
We'll email you a prepaid return shipping label within 24 hours. Print it and attach it securely to your package.
Post Your Package
Drop off your package at any Royal Mail, Evri (formerly Hermes), or DPD collection point. Keep your receipt as proof of postage.
Receive Your Refund
Once we receive and inspect your item, we'll process your refund within 3-5 business days. Refunds appear on your statement in 5-10 business days.
Frequently Asked Questions
What items can be returned?
Most items can be returned within 14 days of delivery. Items must be:
- Unworn, unwashed, and in original condition
- With all original tags attached
- In original packaging including dust bags
- Not personalised or custom-made
How long does a refund take?
Processing Time
3-5 business days after we receive your return
Bank Processing
5-10 business days for the refund to appear on your statement, depending on your bank
Can I exchange for a different item?
Yes! If you'd like to exchange your item for a different size or colour:
- Select "Exchange" when initiating your return request
- Choose your preferred replacement item
- We'll ship your exchange within 1-2 business days of receiving your return
- If the new item has a different price, we'll refund or charge the difference
What if my item arrived damaged?
We're sorry to hear that! For damaged or defective items:
- Contact us within 48 hours of delivery
- Provide photos of the damage and the packaging
- We'll arrange a free return and send a replacement or full refund
Under the Consumer Rights Act 2015, you have statutory rights for faulty goods.
International returns
For orders shipped outside the UK:
- Return shipping costs are the customer's responsibility
- We recommend using a tracked service
- Customs duties on the original order are non-refundable
- Please mark the package as "Returned Goods" to avoid additional charges
Sale items and gift cards
Sale items: Can be returned for store credit only (not refund).
Gift cards: Are non-refundable and cannot be exchanged for cash.
Need Help?
Our customer support team is here to help with any questions about your return or exchange. We typically respond within 24 hours.
Ready to Start Your Return?
Log into your account to initiate a return or exchange request.