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Please reference the sections below for information about returns, exchanges, refunds, caring for your products, and our warranty. If you find your question unanswered, please email us at firstname.lastname@example.org and we'll be more than happy to help.
We have a 14-day return policy, which means you have 14 days after placing your order to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
With the aim of delivering more value to more customers, we do not blend the cost of returns into our prices and instead apply a modest surcharge of 20% of the order value per return to cover the convenience of a prepaid label as well as restocking.
We take exceptional pride in both our craftsmanship and our selection of the finest materials. All goods purchased through our website at full price are guaranteed against manufacturer's defect over the lifetime of the product. We design these products to serve you for as long as you intend to use them, and it's our pledge that they will.
Here are four important carve outs that we think are important to make clear from the onset:
- Bags purchased through third party vendors are not covered.
- Bags purchased on discount or final sale are not covered.
- Daily wear and tear occurring through normal use over time is not covered.
- Orders outside the UAE are not covered.
PRODUCT CARE — LEATHER
We use premium full grain leather to ensure your touch points – the handles, strap, luggage tag – with our products are truly best in class. To care for the leather, we suggest avoiding prolonged exposure to strong sunlight and direct contact with grease, water, oil and dirt. When cleaning or buffing the leather, please use neutral leather care products that will not stain or dye the leather and do not apply direct heat to the leather.
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