What we provide before dispatch
Many return questions are answered before the parcel is sealed, and that is deliberate. Nothing is packed until you have seen the piece you are getting.
- A check of the item against the specifications confirmed in your thread: reference, colour, size, hardware finish, lining, and packaging.
- Photos of the specific piece in your WhatsApp thread, plus a short video whenever the detail you asked about is easier to judge in motion — a clasp, a strap attachment, or the tone of the hardware next to your reference image.
- Written confirmation in the thread of anything you asked us to verify — strap drop, edge finish, dust bag, box type — before preparation starts.
- The dispatch reference as soon as the parcel is handed to the carrier.
If you want a particular detail recorded on camera, ask before preparation rather than after the parcel has left. A question raised at that point is answered with an image instead of an argument.
When we accept a return or exchange request
We look at what the evidence shows, not at how firmly a claim is worded. A request is accepted when the item you received differs from what was confirmed, or when the parcel itself failed on the way to you.
- The piece received is materially different from the confirmed specification: colourway, size, hardware finish, material, or a different reference altogether.
- Damage that happened in transit — a dented, crushed, or cut box, a broken clasp — with the parcel photographed before it was opened.
- A functional fault that the pre-dispatch photos could not show: a closure that does not hold, a zipper that jams, a handle attachment that gives way.
- An item or accessory that was part of the confirmed order and did not arrive.
- The request is raised soon after the parcel arrives, before the item has been used, and the piece still comes with the packaging and accessories it was sent with.
What a claim is not
We would rather say this plainly at the start than disagree about it later.
- Normal batch variation that was described in your thread before you committed. Stitch lines, dye tone, and hardware tone move between production batches, and those differences belong in the conversation while the order is still being confirmed.
- Wear that begins after delivery: creased leather from handling, marked hardware from use, or damage from water, heat, perfume, or storage.
- A piece that was altered, repaired, or cleaned after it arrived.
- A change of mind about the style after dispatch. That is a new request rather than a claim on the item, and we will tell you honestly what can be arranged before anything is sent back.
How a request moves
- Talk to us first, in the same WhatsApp thread as the order. Do not send a parcel back before the return has been agreed in writing.
- Send the evidence: photos of the item and the packaging, a photo of the shipment label, and an unboxing video where one exists.
- We check the evidence against the specification confirmed in the thread and against the photos we sent you before dispatch.
- We come back with a decision and the options in the same thread, and you choose what you prefer.
- Where a return is agreed, the return address and who carries the return shipping cost are confirmed before the parcel moves.
What to send with your photos or video
- The item from several angles in daylight, with a close-up of the part in question.
- An unboxing video that starts with the sealed parcel and its label visible, opens the parcel without cutting away, and shows the item as it comes out.
- The packaging and everything else that arrived with the parcel.
- A short description in the thread of what should have been different.
A continuous video is the strongest evidence a claim can carry, because it shows the state of the parcel before it was opened. If you did not film the unboxing, send the photos you have and say so — the claim is still reviewed, it is simply reviewed on photographs.
How a claim can be resolved
- A replacement of the same reference, where an equivalent piece can be checked and prepared for you.
- A missing part or accessory re-sent on its own, which usually avoids sending the whole parcel back.
- Where neither a replacement nor a re-send can be arranged, a refund of the item value through the payment channel you used, agreed in the thread.
Availability for a specific reference is confirmed in the conversation, not on this page. If the exact piece cannot be checked, we will say so and offer the closest alternatives rather than promise a replacement that cannot be prepared.
Who carries the return shipping cost
Return shipping is agreed in writing before the parcel moves. Two situations cover most cases:
- The issue is ours — the piece does not match the confirmed specification, it was damaged in transit, or something was missing. We arrange the return and cover the return shipping cost.
- The request is not a claim on the item — a different style is wanted, or the decision changed after dispatch. The return is arranged at your cost, and you will know that cost before you commit to sending anything.
If the two sides read the evidence differently, send the material and we will explain exactly which detail the decision rests on. What we will not do is ask you to send a parcel back and then discuss the cost afterwards.
How long the review takes
The check starts as soon as your photos and video arrive, because a claim is decided by comparing evidence: what you received, what was confirmed in the thread, and the images we sent before dispatch. We deliberately do not print a fixed number of days for that review here — a promise that holds on one route is not automatically a promise that holds on every route, and we would rather explain the stage your claim is at than quote a figure we cannot keep.
Where a claim has to go through the carrier's own damage process, that part runs on the carrier's time frame rather than ours. In that case you will be told when the claim has been passed to the carrier and what they have asked for.
When the parcel arrives
Film the parcel before opening it if the box looks damaged, then inspect the item in daylight against the photos we sent you. Our bag quality inspection checklist lists the points worth going through in the first few minutes — exterior, hardware, stitching, lining, straps, and function — so that a question can be described precisely instead of generally.
Transit handling and customs rules that apply before the parcel reaches you are covered on the shipping and delivery policy page.
How to start a claim
Open the WhatsApp thread that holds your order, or start a new one and quote your order reference. Include the destination country, the item reference, and the photos or video described above. Email works as well: [email protected]. All contact routes are listed on the contact page.
Common return questions
Can I return an item if I simply changed my mind?
Tell us before you send anything back. A change of mind after dispatch is handled as a new request rather than a claim on the item, so the return journey is arranged separately and you will know what it costs before you commit to sending a parcel.
What should I send with a claim?
Photos of the item from several angles in daylight, a close-up of the part you are asking about, a photo of the shipment label, and an unboxing video if you filmed one. A continuous video that starts with the sealed parcel is the strongest evidence a claim can have.
Who pays for the return shipping?
It is agreed in writing before the parcel moves. Where the issue is confirmed as ours, we arrange the return and cover the return shipping cost. Where the request is not a claim on the item, the return is arranged at your cost and you will know the cost in advance.
Do I have to fix a resolution before sending the parcel back?
Yes, and this part matters. Send the parcel back only after the return has been agreed in the WhatsApp thread. An unannounced parcel cannot be matched to your order, and we cannot take responsibility for a shipment that was never discussed.