Frequently Asked Questions
Do you offer refunds or exchanges?Unfortunately, no. I want you to be absolutely happy with your purchase so I do my best to give detailed pics and info so that you know what you're getting before you hit that BUY button. Because each item is painstakingly handcrafted, it would be disastrous for us as a small business to make refunds and exchanges readily available. However, in limited, individual circumstances we would consider a repair, replacement, or store credit if there is damage caused by something on our end. Our official policy, though, is no refunds or exchanges.
But, I got my bag and the zipper, clasps, snaps or other hardware is broken or not functioning properly. What do I do?Even after careful and meticulous creating with tons of attention to detail, sometimes a basic component will malfunction. I do my best to use quality hardware but there's always a chance something could go wrong. I want you to LOVE your items and will be glad to fix or replace your purchase within the first 30 days if they're damaged. Please note: This DOES NOT include misuse/mistreatment by the buyer and only covers faulty hardware.
Do you take custom orders?Yes! but they're on a case by case basis. I LOVE taking custom orders, but as this business grows, my time for customs has become limited. If you're interested in a custom bag please fill out the Contact Form with your name, email and some basic ideas of what youre looking for and I will get back to you as soon as I can. We will work out designs, colors, style, turn around time, and cost. Please note: a 50% non-refundable deposit IS required once you've been quoted a price before any work will begin.
What is your turn around time for customs?Turn around times can vary but I'm usually booked out a month or two in advance. This does not include the time it takes to discuss, design and quote your custom bag. The quoted turn around time begins once the deposit is made. This time may increase close to the holidays.
What is the best way to care for my purchase?Please see the Care Instructions page for suggestions on how to properly maintain your item.
I accidentally did some damage to my bag. Will you repair it?Absolutely! Depending on the extent of the damage or the parts that need replacing there may be a fee required for the repair. Send an email, text or DM with a pic of the damage and details on how it happened and I will get you a repair quote ASAP.
Do you ship to places outside of the US and Canada?Yes but the shipping cost is much higher. Please send an email to email@example.com or use our Contact Form with the details of what you'd like to buy and where it would be shipped to and I'll send an invoice for the total cost.
My order is late or never arrived. What do I do?Once your order has left the studio and is in the hands of the post office, we are not responsible for that package anymore. All items are sent with tracking and insurance so the best thing to do is contact your local postmaster or click here to start a claim.
Are your bags REALLY handmade? They look like they were made in China!Thanks? lol! Yes they are really handmade. Most of my bags have a lot of love, swear words and tears poured into them. Quality and precision are two of the things I focus on most and I work very hard to make everything as clean and precise as possible. Because of the handmade nature of the product there will always be a wonky stitch here or a tiny loose thread there but my focus is always to make something as close as I can get to perfect.
Please contact firstname.lastname@example.org with any questions, comments or concerns!