Shipping and returns policy
Last updated: May 04, 2021
The processing time for most orders is 7-10days, but more often than not we will ship within 5 days after purchase.
The estimated delivery times for domestic orders (United Kingdom) is 4-5 business days. Actual delivery time will depend on the delivery method you choose.
Customs and import taxes
Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.
Returns and refunds
The following items can’t be returned and refunded because of their nature (unless they arrive damaged or defective)
If you are not satisfied with the purchase of an item that has NOT been customised (i.e. most small bag in black colour) you can return it for a refund, provided it is within 30 days of receipt of your order and the item is as new.
Refunds can take up to 10 working days to process from the time you receive your email refund notification. Return address informations will be provided to you via email.
Gifts can be refunded to the original purchaser only.
We are unable to refund postage on expedited or international shipping.
Our products carry a warranty that is limited to the items being free of defects in materials and manufacturing (defective sewing/stitching, defective zippers, defective attachment hardware, and defective clips). That does not include any wear and tear taking place after use, including rips, tears, peels, broken zipper and fading.
If the item/s are damaged upon delivery we will cover the cost to repair or replace, including shipping.
This limited warranty goes into effect from the original date of purchase and applies to the original owner. Any damage to or loss of the contents of a bag, loss of use, loss of time, or similar expenses are not covered.
We do not offer exchanges unless the item/s was damaged upon delivery, or lost by the delivery carrier: read below for more details on what we do in such instances, under “lost packages”.
Modifications on purchased items
It is the customer’s responsibility to make sure they read the product descriptions carefully, and notify us regarding any extra customisations and modifications to the original design before the product is purchased and manufactured. Any request of modification to an item specifications after successful delivery, will NOT be granted for free.
If you purchase an item by mistake or change your mind please let us know as soon as possible, within 24 hours and not any longer. The more time elapses between purchase and cancellation the more likely we are to have already started manufacturing your order. Any custom order that has been discussed with us prior your purchase will not be granted a free cancellation. We don’t offer cancellations on orders that have already been started.
If you have an old bag (any bag, not necessarily from us) that requires TLC and repair we do offer repair services. Send us an inquiry explaining what repairs you need and we’ll get back to you with a quote. Shipping costs for repairs need to be covered by the customer (a local drop off and collection point is available in London, UK).
International lost packages
If your item has been shipped with no tracking (only valid for small accessory items such as cycling caps, wallets, and a few more) allow approximately 30 days for it to arrive. If the item/s has been shipped via our standard tracked service, the item/s should arrive in roughly 2 weeks or less to most destinations. If the item/s is marked as lost by our provider (of if it has not been moving from the customs depot), let us know and we will process a refund request through our delivery provided. That will take another 3-4 days, and once that is processed we will be able to refund you or ship out a new item for you.
Domestic Lost packages
If your item hasn’t arrived within 5 business days, let us know via email and we will proceed to resolve the issue. Royal Mail packages sent via 2nd class have tracking available, so we will be able to see if the item has been marked as delivered by Royal mail or not. If the item is missing we will ask you to wait 3-4 more days whilst we process a refund request from Royal mail, and once that is successful we will be able to ship a new item to you, or issue you a refund for the lost item/s if you prefer. We cannot guarantee a full refund when the item has been marked as “delivered” by Royal mail.
If any issues with shipping occur, you can contact us via the following options