Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
This is what Which? says about personalised items and the Distance Selling Regulations:
The goods you can't return
There are some goods you can't return if you simply change your mind, including:
- CDs, DVDs or software if you've broken the seal on the wrapping
- perishable and other items that deteriorate rapidly such as food and flowers
- tailor-made or personalised goods underwear and earrings
- Tailor-made or personalised goods refer to any alterations to our standard satchel design including embossing
Your statutory rights are not affected.
Please note that if you have selected embossing, then we won’t be able to sell the item again and we won’t be able to replace or make a refund.
Similarly if the damage is caused by the customer (or their dog) we can’t offer a replacement or refund.
As with embossing, if you personalise your satchel in any way by adding extras or accessories, we will not be able to accept it back for replacement or refund as it was made for you and cannot be added back to stock.
Refunds and replacements only apply to satchels from our standard (unmodified) collection.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: 1st Floor, 3a Lynn Road Ely GB CB7 4EG.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: 1st Floor, 3a Lynn Road, Ely, United Kingdom, CB7 4EG
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.