Refund & return policy

• Cancel before dispatch — full refund within 24 hours of ordering (online payments); a small gateway fee applies after that.
• Return after delivery — 7 days to request a return. Unused, tags on, original packaging.
• Damaged or wrong item — 100% covered by us, including return pickup.
• Change of mind — 90% refund; customer pays return shipping.
• Custom / monogrammed pieces — final sale, no returns.

You can cancel any order from your orders page as long as it hasn't been dispatched. What you get back depends on how you paid and how quickly you cancel.

The 5% fee reflects what our payment processor charges us on the original transaction — that portion doesn't come back to us when we refund, so we can't refund it to you.

You have 7 days from the delivery date to request a return. To start one, email bags.art.pk@gmail.com with your order number and reason, or WhatsApp us the same. We'll reply with the return address and pickup instructions.

To qualify for a return, the piece must arrive back to us:

• Unused, unwashed, with no signs of wear
• All original tags still attached
• Original packaging — dust bag, box, and inserts

If the bag arrives back with visible use — scuffs, scent of perfume, missing tags — we'll photograph it and either refuse the return or apply an additional deduction, at our discretion. We'll always tell you what we found before deciding.

For anything that's our fault — damaged, defective, or the wrong item — we need photos within 48 hours of delivery. Send them by email or WhatsApp with your order number. This short window is what lets us credibly claim compensation from the courier and stop these cases from turning into disputes.

After 48 hours, damage claims fall under the standard 7-day return window (change-of-mind terms), because we can no longer prove it happened in transit.

• Custom or monogrammed pieces (name, initials, engraving)
• Items from clearance / final-sale collections (marked clearly)
• Bags with tags cut off or clear signs of use
• Gift cards

Once we receive and inspect the returned bag (typically 1–2 business days after it lands at the studio), we release the refund. How long it then takes to appear depends on your payment method:

• Card / online payments — 5–7 business days back to the original card or wallet. Some banks take longer to post it, but we've released it on our end.
• Cash on delivery — bank transfer within 3–5 business days after inspection. We'll ask for your IBAN and the account holder's name. We don't do cash refunds.

Prefer a different size or colour? We can exchange within the same 7-day return window, subject to stock. If the swap is because of something on our end (wrong item sent, size mismatch on a fit chart we published), the exchange is free. If it's a change of preference, you cover the return shipping and we cover the outbound shipping on the replacement.

Anything unclear, or a case that doesn't fit the tables above? Email bags.art.pk@gmail.com. We read every message ourselves and reply within one business day.