Returns & Repairs / End of Life Policy
Refunds, Repairs and Exchanges
For UK RETURN postage labels please click here
** PLEASE NOTE: we don't offer refunds on customised products... if you're unhappy with your customised bag, you can return it and we will offer you a credit note...**
You have 30 days from the receipt of your order, to return it for a refund or exchange
Unlike lots of companies, we are a sustainable brand, so we don’t burn our returns [who does that?!] We make sure they end up in the home that’s right for them- for that reason, please ensure your items are returned to us unused and in a saleable condition
We process your returns once a week, [usually on a friday] so it can take 7-10 days after we receive the item to process your return
Obviously not everyone gets it right when it comes to gift giving [!] so we receive a higher than usual rate of returns in January, please bear with us, it may take a teeny bit longer to process your requests
**Anything ordered from the 1st November to 24th of December will have until 24th January to return for a refund, exchange or credit note **
To return your item, please email: firstname.lastname@example.org
In your returns parcel, please include a note of your name, order number and whether you'd like an exchange or refund.
PLEASE RETURN YOUR ITEM IN ITS ORIGINAL PACKAGING, CLEARLY MARKED: RETURNS
Can I exchange an item for a different item?
Yes! Thats completely cool- if the new item is a different value, the difference will be made up with store credit
What if the item I request to exchange for is out of stock?
If we do not have the item in stock that you ask for in exchange, we will issue store credit with no expiry date, so you can choose something you may like at a later date [we do this, as all our items are unique, so we can’t guarantee that the item you liked, will still be available…]
Will my shipping fee be refunded?
If your bag is not faulty and is an unwanted gift, or not suitable due to personal preference we do not refund postage
Can I get a refund on a gift card?
Unfortunately not. They are one of the few things that are automated around here- so we have to generate another code after the unwanted/ unsuitable item has been returned to us
** earrings are non-refundable for hygiene reasons, unless they are faulty**
We’re unable to exchange or refund custom orders, [unless they are defective] if you are ordering a custom item, you'll be sent an email BEFORE purchasing, to allow you to see the items first
All SALE items are non- refundable - please read the product descriptions on sale items here
We have to treat every customer equally, this means every customer receives exactly the same service every time, without exception.
We must stick to the returns policy. We will not refund or exchange outside of this period, without exception. We cannot be responsible for the loss or damage of any returned parcels, so please keep your tracking number.
It can take 5 to 10 days working days for your refund to reach you, depending on your bank [who knows where it actually GOES during that time??!]
So, check This out… we have an ‘End of Life’ policy and a lifetime repair service!
End of LIfe:
We, as a brand, have to be responsible for the items we create If your item has become redundant in its original use as a bag- send it back to us, so we can make it into something else and keep it out of landfill for longer- AND receive £5 off the purchase of another item
We build our bags to last! if, for some reason, you have a glitch, a tear, a seam comes apart, maybe the zips playing up? No worries! Send it back to us and we will fix it for you. You pay the postage to get it to us and for us to get it back to you and we will fix it for FREE!
Please clearly mark your postal bag with: Repairs click HERE for a REPAIRS postal label
Wyatt & Jack, Unit H Langbridge Business Centre, Mersley Lane, Newchurch, Sandown IOW PO36 0NP
On a personal note… due to an increased amount of media and press attention, we have experienced large growth in a short amount of time… we are striving to keep our customer service as efficient, friendly and helpful as possible… please bear with us, [we don’t always get it right!] But you can definitely rest assured that we want you to love your bag and are doing our absolute best to make sure that you do!
If none of the above have answered your question, we have a real phone line, answered by a real person, during the hours of 9-5 mon- fri [in the words of Dolly, what a way to make a living!]
If you need to speak to us, please feel free to give us a bell and we will try and sort your query as best we can- in the most human way possible!
T: +44 7500 207488
EU / USA returns- please get in touch via email@example.com