Prior to shipping, all orders are verified to be in excellent condition. However, your happiness and satisfaction will always be our top priority so for requests of returns and exchanges, please email us at firstname.lastname@example.org strictly within three (3) calendar days upon receipt of your order/s. Failure to inform us within the stated duration automatically forfeits your opportunity for a return or exchange.
Products for return/exchange:
- Must be in their original packaging with all the tags and inserts included
- Must not show any sign of wear and tear, marks and scratches, or any kind of damage other than those that you have previously stated in your email
What are the qualifications for a return and/or exchange?
1. A significant physical defect or damage
2. A significant and deep stain or dirt that cannot be removed
3. Wrong product (item, size, or color) delivered
4. An exchange of color*
Note: Any request for exchange is dependent on product availability at the time the request is made.
Please note that the following reasons, however, will not qualify for a refund, return and/or exchange:
1. Change of mind - before finalizing your carts, we wish for everyone to please exercise mindful consumption and only pay for what you love and need.
2. Buyer's misuse or negligence - if you accidentally stained the bag by getting it in contact with clothes that transfer color, or you placed an entire truckload of items inside causing the straps to break, or your dog chewed on the strap, we cannot cover this in our policy 😭
3. Courier mishandling - we never ship our products with bags folded in half. If you receive them this way with irreversible damage (note that some bags may handle some weathering due to its softness so give it 24-48 hours to see if it can come back to its proper shape), it is best to assume the courier mishandled the product. We will not be able to directly refund you but we will file a request on your behalf for the courier to reimburse you instead.
Do I need to pay the shipping fee to facilitate the exchange?
If we are exchanging products due to wrong delivery, we facilitate and take care of all shipping fees involved in the process.
If we are exchanging products due to request for color exchange, customer takes care of all shipping fees involved in the process.
If we are exchanging products due to cited damage, customers take care of shipping the item to us while we take care of shipping it back to the customer.
What are the steps for a return and/or exchange?
- Email email@example.com with your order information and reason for the return/ exchange. For defective products, please take a photo of the product and attach on the email for reference. Note that defects resulting from courier mishandling or buyer’s misuse are not covered by this policy.
- We will review the request and contact you within 1-2 business days (Philippine time) with complete instructions.
How long does the return and exchange process take?
Depending on product availability, this usually takes three (3) to five (5) working days upon receipt of the item you wish to exchange.
What is your return policy for sale items?
All sale items are final and are non-refundable and not covered by our return and exchange policies.