Returns & Exchanges

The window

You have 30 days from delivery to return an unused item in original packaging. Outside the EU the right of withdrawal may be shorter — check our Terms of Sale.

The condition

To be eligible the bag must be:

• Unused, with no signs of wear (no scratches, no smell of perfume, no body oils).
• In its original presentation box, with the dust bag, authenticity card and care leaflet.
• With the original tags still attached and intact.

Personalised or made-to-order pieces cannot be returned.

How to return

1. 1 · Email [email protected] with your order number — we'll reply within 24 hours with a prepaid return label (EU buyers) or shipping instructions (outside EU).
2. 2 · Pack the bag back into its original chocolate box with the dust bag, card and leaflet.
3. 3 · Attach the label and drop the parcel at any DHL pickup point or schedule a free home collection.
4. 4 · Once we receive and inspect the return (2–3 business days), we refund the original payment method.

Refund time

Refunds usually appear within 5–10 business days of receipt, depending on your bank. We refund the full order amount excluding any outbound shipping cost (which was free for EU buyers).

Exchanges

For a different colourway: place a new order at any time, then return the original — we'll refund as soon as the original arrives. This way you don't wait for the new piece to be allocated.

Faulty items

If your bag arrives damaged or has a manufacturing defect, email [email protected] within 7 days with photos and your order number. We'll arrange free return, repair or full replacement at no cost. Our 2-year warranty also covers manufacturing defects after this period — see Terms of Sale §8.

Outside the EU

Buyers outside the EU pay return shipping; we recommend a tracked service. Original outbound duties / taxes paid to your customs authority can sometimes be reclaimed locally — keep your DHL paperwork.