Refund & Returns Policy

Last updated: 8 November 2026

We want you to carry a bag you actually like. If it is not right, return it. This policy explains your options, the condition we ask for, and how refunds are processed.

1. The short version

• 14 days to return unused items from the day you receive them.
• 14 days statutory right of withdrawal for consumers in the EU, Norway, Iceland, Liechtenstein and the UK — no reason needed.
• Refunds go back to the original payment method within 14 days of us receiving the return.
• Faulty item? Contact us — we will arrange a remedy in line with your statutory rights.

2. Our 14-day returns policy

You may return any unused item within 14 days of delivery for a refund. Items must be unused, unwashed, free of marks, odours and pet hair, with all tags attached and in the original packaging where possible. Please include the order number and the completed returns note.

We inspect every return. If an item shows signs of use beyond what is necessary to check fit and appearance, we may refuse the return or make a partial refund to reflect the loss in value. This does not affect your statutory rights.

3. Your statutory right of withdrawal (EU/UK)

If you are a consumer in the EU, Norway, Iceland, Liechtenstein or the UK, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. You do not need to use a specific form, but you must tell us clearly before the period ends — email [email protected] or use the model withdrawal form.

After telling us, send the goods back within 14 days. You bear the direct cost of returning the goods (our standard return label cost is shown below) unless the item is faulty or we agreed otherwise. We refund the price of the goods plus the standard delivery charge within 14 days of your notice or of receiving the goods, whichever is earlier. We may deduct for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

The right of withdrawal does not apply to personalised or made-to-order products, or to gift cards once redeemed.

4. Faulty, damaged or incorrect items

If your order arrives damaged, is missing an item or is not what you ordered, contact us within 14 days of delivery with your order number and photos. We will arrange a replacement or a full refund, including return shipping, and we will not charge a restocking fee.

If a product fails during normal use, see section 8. EU consumers have a statutory legal guarantee of at least two years; in most member states a defect appearing within the first 12 months is presumed to have existed at delivery.

5. How to start a return

1. Email [email protected] with your order number and the item you want to return.
2. We reply within one business day with a return authorisation and the correct return address. Do not send parcels to the address on the shipping label without authorisation — it may be a carrier hub.
3. Pack the item securely, include the returns note, and send it with a tracked service. Keep the tracking number.
4. We inspect the item within 3 business days of arrival and confirm the refund or exchange by email.

6. Return shipping costs

Reason	Who pays return shipping
Change of mind / wrong size ordered	You. A prepaid label, where offered, costs €9.90 and is deducted from the refund.
Faulty, damaged or incorrect item	iD55. We provide a prepaid label or reimburse reasonable postage.
Statutory withdrawal (EU/UK)	You, unless the goods are faulty or we agreed otherwise.

7. Refunds

Refunds are issued to the original payment method through Stripe. We process them within 14 days of receiving the returned goods or of your withdrawal notice (whichever is earlier), and usually within 3 business days of inspection. Your bank or card issuer may take a further 5–10 business days to show the credit. We cannot refund to a different card or bank account.

Shipping charges are refunded only where required by law or where the return is due to our error. Duties and taxes paid at checkout are refunded where the processor allows; import duties paid directly to customs are outside our control and must be reclaimed from the customs authority.

If you return part of a kit, the bundle discount is recalculated on the remaining items and the refund reflects the amount actually paid for the returned item.

8. Faulty items and your statutory rights

If your item is faulty, contact us at [email protected] with your order number and photos. EU consumers have a statutory legal guarantee of at least two years from delivery (longer in some member states). Depending on the issue, you may be entitled to repair, replacement, price reduction or refund.

This is a statutory guarantee, not a separate commercial warranty. Normal wear and tear, accidental damage, overloading, improper washing and alterations are not covered. Where a repair is possible outside the guarantee, we can quote for it before any work starts.

9. Exchanges

We do not process direct exchanges. Return the unwanted item for a refund and place a new order for the item you want — this is faster and guarantees the size or colour is reserved. If the price changed between orders, contact us and we will honour the original price where possible.

10. Non-returnable items

• Personalised or made-to-order products.
• Gift cards once redeemed.
• Items returned after the applicable period.
• Items damaged by misuse, or without the original parts and packaging where required.

Nothing in this section excludes rights you have under mandatory consumer law.

11. 中文摘要（以英文版為準）

你可於收貨後 14 天內退回未使用、吊牌完整的貨品。歐盟及英國消費者另享有 14 天法定取消權，毋須理由，但需自行負擔退貨運費（貨品有瑕疵除外）。退款會於收到退貨後 14 天內經 Stripe 退回原付款方式。貨品有問題請於收貨後 14 天內電郵 [email protected] 並附上照片，我們會安排更換或全額退款。如有中英文差異，以英文版為準。