Your money back
We refund the price you paid to the card or account you paid with.
- Refund within 5 business days of the bag reaching our atelier
- Your bank may take a few more days to show it
- Free return label, nothing taken off the refund
Returns & exchanges
Thirty days to decide, free both ways.
If your bag is not the one, send it back within 30 days of delivery, free from all 35 countries we deliver to. We email you a prepaid label, and you choose a refund or a different bag.
30Days from delivery
$0Prepaid return label
5Business days to refund
Return planner
How long do I have?
Find it in your delivery email or on the Track your order page.
Write to us within 30 days of delivery and we email you a free return label.
Start a returnFour steps
How a return works
The same steps for a refund or an exchange. You never pay for the label.
- Within 30 days of delivery
Write to us
Send your order number and tell us if you want a refund or an exchange. Use the Contact page or [email protected].
- Free, by email
Get your label
We email you a prepaid return label for DHL, FedEx, UPS or Aramex. Print it and stick it on the parcel.
- Unused, tags on
Drop it off
Pack the bag in its dust bag and leave it at any drop-off point of the courier on the label.
- Within 5 business days
Refund or new bag
Once it reaches our atelier in Marrakech, we refund you or send your new bag, free.
Your choice
A refund, or a different bag
Another colour or bag
Swap for a different leather colour or a different model. Shipping is free both ways.
- We send the new bag once yours reaches our atelier
- New bag costs more? You pay only the difference
- New bag costs less? We refund the difference
Before you send it
What we can accept
Leather marks easily, so we take back bags that could go to the next owner as new.
- UnusedNo marks, scratches or signs of wear.
- Tags still onKeep every tag attached until you are sure.
- In its dust bagPack the bag in its dust bag inside the parcel.
- Within 30 days of deliveryWrite to us before day 30 and we send your label.
| Cost | Return | Exchange |
|---|---|---|
| Return label | FreePrepaid, by email | FreePrepaid, by email |
| New bag shipping | – | FreeDuties included |
| Restocking fee | None | None |
| You receive | Your refundWithin 5 business days | Your new bagPrepared in 3 business days |
Arrived damaged? Write to us within 48 hours with a photo and we replace or repair it at no cost. A problem after months of use is covered by the Velvinci Guarantee.
Questions
About returns
How do I return a bag?
Write to us within 30 days of delivery with your order number, on the Contact page or at [email protected]. We email you a prepaid return label. Pack the bag in its dust bag and drop the parcel off with the courier.
Is the return free?
Yes, from every country we deliver to. We send you a prepaid label for DHL, FedEx, UPS or Aramex, so you pay nothing to send your bag back to Marrakech.
Can I return a bag from outside the USA or Europe?
Yes. Returns are free from all 35 countries we deliver to: the USA, the 27 EU countries, Canada, Australia, Singapore, the UAE, Switzerland, Norway and Hong Kong. We email you a prepaid label, so you pay nothing to send your bag back.
How long do I have to return my bag?
30 days from the day your bag was delivered. Write to us within those 30 days and we send you the label.
When will I get my refund?
Within 5 business days of your bag arriving at our atelier, to the card or account you paid with. Your bank may take a few more days to show it.
Can I exchange my bag for another colour or model?
Yes, free. Return your bag with the prepaid label and we send the new one once yours arrives. If the new bag costs more, you pay only the difference.
What condition does the bag need to be in?
Unused, with its tags still attached, and packed in its dust bag.
I live in the EU or Norway. What about my legal right to cancel?
It is included. The law gives you 14 days to cancel an online order without a reason; our 30 days are longer. The full rules and the cancellation form are in our Refund & Returns Policy.
Ready to send it back?
Tell us your order number and whether you want a refund or an exchange. We reply with your free label.