Returns & Refunds

We want you to be certain about a piece before it arrives, which is why we photograph every bag in detail and answer any question honestly before you commit. If something is still not right, here is where you stand.

Your right to withdraw

Customers in the European Union have 14 days from receiving a piece to withdraw from the purchase, under EU distance selling rules. You do not need to give a reason. To exercise this, contact us in writing within those 14 days and we will issue return instructions.

Condition of returned pieces

A returned piece must come back unworn and unused, in the condition it was sent, with everything it arrived with: box, dust bag, ribbon, clochette, keys, lock, rain cover, and any certificates or CITES documentation. We inspect each return against the photographs taken at dispatch. A piece that has been carried, altered, or is missing components cannot be accepted, and we will return it to you.

How to return a piece

  1. Contact us within 14 days of delivery.
  2. We will send return instructions and arrange a fully insured, tracked collection.
  3. Do not ship a piece back without speaking to us first. An uninsured return travels at your risk, and a bag of this value is not something to trust to a standard parcel service.
  4. We inspect on arrival, normally within two business days, and confirm the outcome in writing.

Refunds

Approved refunds are issued to the original payment method within 14 days of the piece reaching us and passing inspection. We refund the price of the piece and the original standard delivery charge. The cost of return shipping is deducted unless the piece was misdescribed, damaged, or sent in error, in which case we cover it in full.

Where withdrawal does not apply

Pieces commissioned or sourced to your individual specification are made or acquired for you personally and fall outside the standard withdrawal right. We will always tell you clearly, in writing and before you commit, when an order falls into this category. See cancelling an order for how deposits work on commissions.

If something is wrong on arrival

If a piece arrives damaged, or is not as described, contact us within 48 hours with photographs. We will resolve it, and the cost of doing so is ours, not yours.

Business and trade purchases are governed by separate terms agreed in writing.