Customer Service & FAQ

Shipping

Q: Where do you ship?
A: We ship worldwide to most countries with FREE shipping.

Q: How much does shipping cost?
A: We offer FREE worldwide shipping on all orders.

Delivery

Q: How long does delivery take?
A: Standard delivery typically takes 15-30 business days depending on your location.

Q: Can I track my order?
A: Yes! Once your order ships, you'll receive a tracking number via email so you can monitor your package's journey.

Q: What if my package is delayed?
A: While rare, delays can occur due to customs or carrier issues. If your order hasn't arrived within the estimated timeframe, please contact our customer service team and we'll help track it down.

Returns & Exchanges

Q: What is your return policy?
A: We accept returns within 30 days of delivery for unused items in original condition with tags attached.

Q: How do I initiate a return?
A: Contact our customer service team with your order number and reason for return. We'll provide you with return instructions.

Q: Who pays for return shipping?
A: Return shipping costs are the customer's responsibility unless the item is defective or we made an error.

Customs Duties & Import Taxes

Q: Do I have to pay customs duties or import taxes?
A: Yes, international orders may be subject to customs duties, import taxes (VAT/GST), and clearance fees depending on your country's regulations. These charges are NOT included in your order total and are your responsibility as the recipient.

Q: How much will customs charges be?
A: Customs charges vary by country and are based on the declared value of your order, your country's import tax rates, and the type of products ordered. We recommend checking with your local customs office before ordering to estimate potential charges.

Q: When do I pay customs charges?
A: Customs charges are typically collected by the shipping carrier upon delivery or by customs authorities before releasing your package. You will be contacted directly by the carrier or customs office.

Q: What happens if I refuse to pay customs charges?
A: If you refuse to pay customs duties, your package will be returned to us. You will be responsible for return shipping costs, and any refund will exclude all shipping fees.

Q: Can you mark my package as a "gift" or lower the value?
A: No. We are legally required to declare the accurate value of all shipments for customs purposes. Falsifying customs declarations is illegal and can result in penalties, package seizure, or delays.

Q: Why does my country charge these fees?
A: Customs duties and import taxes are government-imposed charges that apply to goods entering your country. These fees support your country's economy and are beyond our control.

Product Care

Q: How do I clean my bag?
A: Wipe with a damp cloth and mild soap. Avoid harsh chemicals and machine washing. Air dry completely before storage.

Q: Are your bags waterproof?
A: Many of our bags feature water-resistant materials that protect against light rain. However, they are not fully waterproof for submersion.