The details, made clear
Frequently asked
questions.
Choosing your next bag, following an order or planning a return. Start here for a little clarity.
Shopping for your bag
The shape, the occasion, the little details.
Where should I start?
For a finishing touch after dark, explore evening bags and clutches. For pieces that work together, discover matching bag sets. Prefer a quieter silhouette? Start with the minimalist edit.
How do I choose the right size and style?
Use the measurements and product information in the individual listing to compare a bag with the essentials you carry. Check the selected colour and set contents before ordering. If a detail is unclear, email us the product link and your question at [email protected].
Which payment method is available?
Our payment information page lists PayPal. Select the available payment option at checkout and follow the payment instructions. Read about payment methods and billing terms.
Your order
From the first click to the next update.
How can I track my order?
Once your order has shipped, you will receive an email with a tracking number. Use those details to follow the shipment, look up your order, or email our support team for help.
Can I change or cancel an order?
The policy allows changes and free cancellation within 24 hours, before shipment. Contact [email protected] promptly with your order number and the requested change. Shipped orders cannot be modified; cancellation conditions and deductions are explained in the complete return and refund policy.
What should I include when asking about an order?
Please include your order number, the email address used at checkout and a short description of what you need. For a product question, include the bag’s name or a link. You can use our contact form or email [email protected].
Shipping & delivery
A little planning for the journey ahead.
How much does shipping cost?
The shipping policy offers free shipping on orders over $60 and a $20 shipping fee on orders under $60. Special shipping services have separate rates and destination restrictions. See the complete shipping policy.
How long will my order take?
Order preparation takes 1–2 weeks. Shipping time is additional: the standard carrier estimates listed in our policy range from 1–4 weeks, depending on the service and destination. These are estimates, and remote destinations or transport conditions can take longer.
If you are shopping for a particular event, contact us before ordering to discuss your date. Read delivery estimates and service details.
Can you deliver to my destination?
Our policy describes shipping to most countries, with destination restrictions and some services available only in specific locations. Check the delivery areas and available services, or email us with your country and postcode before placing an order.
Returns & refunds
The details to read before sending anything back.
How do I request a return?
Request a return within 14 days of receiving your order by emailing [email protected]. Include the item and the reason for the return. Wait for approval and the correct return address before shipping anything back.
Eligible items must be unused, in their original packaging and with complete accessories. Exclusions, shipping costs and restocking fees apply. Read the complete return policy.
Are there return fees?
Yes. Return shipping is the customer’s responsibility, and restocking fees or other deductions may apply depending on the reason, timing and condition of the return. Paid shipping fees are non-refundable. Please read all fees, exclusions and refund conditions before arranging a return.
What if my item is damaged or incorrect?
Contact support with your order number, a description and clear photos of the issue. Incorrect-item claims must be reported within one week of receipt. Damage classifications, available remedies and any return deductions are explained in our return and refund policy; please review it promptly.
For the complete pictureFull shipping, cancellation & refund FAQ
About Transportation
1. Does the selected shipping service apply to my Country and what is the carrier? How long will it take to arrive?
We offer shipping to most countries.
Delivery time = Process time ( order preparation )+ Shipping time.
(1) Free Shipping Over $60:
• Cost: Free shipping on orders over $60, $20 shipping fee for orders under $60
• Process Time: 1-2 weeks
| Carrier | Corresponding products | Shipping time | Delivery area |
| DPD | Most normal size and weight products | 2 weeks | To most countries |
| Expedited Express for Small Pieces | Specified products with a small size | 1-2 weeks | |
| EMS | Big size but light products | 2-4 weeks |
(2) Fast Shipping: only available to Norway, Iceland and Cyprus.
• Carrier: UPS/DHL Express
• Cost: $115 per piece
• Process Time: 1-2 weeks
• Shipping Time: 5-7 days
Please note: Fluctuating delivery times depending on flight information for the order time. Other remote countries would require more time. We are constantly improving our service, and we will try our best to find more and better carriers to work with.
For a faster shipping, please contact us at [email protected]
>>Please see our Shipping Policy for more details.
2. Can I track my order?
Yes. Once your order has shipped, you will receive an email with a tracking number.
Click on this link https://www.17track.net/en and enter the tracking number.
You can also contact our customer service team [email protected] for the latest logistics information.
About Returns and Refunds
1. How do I cancel an order?
You can cancel your order for free within 24 hours without any reason.
If your order has been shipped, it cannot be canceled. If you insist on canceling it, you will be charged 30%-50% of the order amount for our storage costs, order preparation costs and shipping costs. This fee will be deducted from the refund of your(s) item(s).
2. What if I receive a damaged bag?
Products received with minor cosmetic damage such as scratches, pressure marks, or slight deformation during transit are not considered defective and cannot be returned. In such cases, we will offer a replacement part or solution at no additional charge whenever possible. If you do not wish to receive a replacement and prefer to return the item, the return will be processed as a standard return and may be subject to a return fee of up to 35%. We also reserve the right to deduct any outbound shipping costs from your refund.
3. When will I receive the refund?
After receiving your return, it can take up to 5 working days for the funds to credit back to your original payment (PayPal: 1-2 days; Credit card: 3-5 days). If you still have any problem about refund, please get in touch with us at [email protected], we will reply you as soon as possible.
Please note that any cancellations or returns are subject to our Returns and Refunds Policy.