Help center
Something to sort out?
Start here.
Most questions are answered on this page, and it is quicker to read than to wait for a reply. If yours is not here, one email gets it to a real person on our team.
The email button opens your email app with the details already laid out. No account, no ticket number.
Where is my order?
Start with the tracking link in your shipping confirmation email.
When it ships. Orders are processed in 1 to 3 business days and delivered 5 to 10 business days after they ship.
Tracking has not moved in days. Carriers scan in batches, so a tracker can sit still for a few days and then jump ahead. A quiet tracker is not a stopped package.
Tracking is empty. It can take up to 48 hours to update after the label is created. If you have no tracking 5 business days after ordering, write to us.
It says delivered, but it is not here
In most cases the package is closer than it looks. A few minutes of checking usually ends it.
- Ask everyone at the address. Partners, family and roommates pick up parcels and forget to mention it.
- Check the less obvious spots: side doors, behind planters, the mailroom, the lobby desk or the garage.
- Ask your neighbors. Carriers leave packages next door more often than they note it.
- Give it a day. Packages are sometimes scanned as delivered slightly before the actual drop-off.
Still nothing? Email us within 7 days of the delivery date with your order number. We open the claim with the carrier and make it right with you, so you do not have to chase it alone.
Added Shipping Protection? We reship your items free of charge as soon as you report it, without waiting for the carrier claim.
Returns
You have 30 days from delivery to send your bag back.
- Email us with your order number and the reason for the return.
- Our team replies within 1 business day with the return instructions and address.
- Send the item back unused, with its tags and protective packaging. Please wait for our reply before shipping it.
Refunds. We inspect returns within 2 business days of arrival, and approved refunds go back to your original payment method within 7 business days. Your bank may take another 2 to 5 business days to show it.
For change-of-mind returns, return shipping is paid by the customer. Bags that come back in good condition and cannot be resold as new are donated to local charities.
Damaged, defective or wrong item
Sorry about that. We will make it right at no cost to you.
Email us within 7 days of delivery with your order number and a few photos of the issue. We send a replacement or a full refund, and if the item needs to come back, we provide a prepaid return label.
Added Shipping Protection? We reship your items free of charge as soon as you report it, without waiting for the carrier claim.
Change your address or order
Write to us as soon as possible.
If you spot a mistake in your shipping address or order, email us right away. If your order has not been handed to the carrier yet, we will do our best to update it. Once it is with the carrier, changes cannot be guaranteed.
Charges and payments
Every order is a one-time purchase.
We do not offer subscriptions, recurring billing or automatic shipments. You are only charged for the orders you place, and shipping is always shown at checkout before you pay.
Do not recognize a charge, or waiting on a refund? Our disputes page explains what you are seeing and how to sort it out with us directly.