Should you wish to return an item, we are happy to offer an exchange or refund provided items are returned to We within 30 days of receipt for full price goods. Please Note: During Sales Period we only offer exchange on purchased items. Goods must be returned within 7 days of receipt of delivery in original condition, therefore sales items are not refundable. All items must be returned in perfect condition and with the original packaging. We are unable to offer an exchange or refund on items that are scratched, damaged or not in their original packaging. Shipping and customs charges for returning the product will not be covered by We, any charges will be due to be payable by the customer if incurred by We and will be subtracted from any refund due. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. If an item is returned to us because a customer refused to pay for any import taxes or customs duties due payable, We will seek to recover from the customer all costs or any fees incurred by We. Please note we can only accept returns on bespoke products if they are faulty or were damaged upon arrival. Refunds
Shipping and handling charges paid on your original shipment are non-refundable, and these will be deducted from any monies returned to you in the event you return one of our products. Please allow 5 working days once we receive your product for We to process your return, plus allow for a further 5 days for banks to clear funds on your account. If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through We. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise. Please note: We do not offer any exchange or refund on any Bespoke Bag orders. Exchanges
If you are exchanging a product and the new item is a lower amount we will refund the difference via your original payment method. Exchanged items will only be dispatched once returned goods have undergone quality checks and are subject to product availability at the time of return. Please note: this does not apply during Sales Period where we can only offer an exchange on goods. If the customer does not wish to exchange their purchase, he will be issued a credit note to the value of the item when he purchased it. If a customer exchanges a product and there is a difference in the final balance, he will be issued a credit note which can be redeemed on his next purchase. Faulty items and repairs
We offer a complimentary repair service for 6 months from the day you purchased if we define that the problem with the product has occurred not from ill-usage but with a fault either with production or with an element of the production and assembly process. Please email images of your product, including detailed images of the damaged area to [email protected] Shipping and customs charges for returning the product will not be covered by We. General wear and tear will not be covered by this service and all complimentary repairs are at the discretion of We. If you have had a product for more than 6 months that requires a repair please follow the same process. We will then assess the work that’s required and provide you with a quote and information on how to proceed. Please note that we will require valid proof of purchase before we proceed with any repair. Cancelling your order
Provided you give us written notice any time after your order has been placed, up until 7 working days from the day after you received you order. You must notify We in writing of your wish to cancel the contract for your entire order under the DSRs any time after your order has been placed, up until 7 working days from the day after you received you order. Email [email protected] Please note that you must cover the cost of the return shipment and all items must be returned unused, in their original condition and from the country that the order was delivered to. We will refund the full value of your order, including shipping costs, within 30 days of receiving your notice of contract cancellation. Please note you may only use your right to cancel the order under the DSRs if you give us formal written notice of cancellation any time after your order has been placed, up until 7 working days from the day after you received you order, as described above. Please note the cancellation policy does not apply during Sales time. See our Return & Exchange terms and conditions on sales items above.