Start Your Return With the Enquiry Form
Please use the enquiry form on our contact page to log your return request. Include your order number, the item name, the reason for the return, and whether you would prefer a refund, exchange, or another colour or size if available. This helps our team in Woodstock, Cape Town review the request quickly and advise the next step.
Returns are handled by the support team after the item has been checked against our return conditions. If the request is approved, we will send the return instructions and the delivery address details through the same channel used for your enquiry. Please do not send any item back before you have received the go-ahead.
When a Return Can Be Accepted
We aim to keep the process fair and practical. An item may be accepted for return if it is unused, in resaleable condition, and sent back with its original packaging, tags, and any included care notes or inserts. The stitching, zip, lining, straps and general finish must still be in the same condition as when it left our studio.
- The item must not show signs of wear, stains, odours, or damage caused after delivery.
- Custom or personalised orders may have limited return options and will be assessed case by case.
- Sale items, unless agreed in writing, may be excluded from standard returns.
- We reserve the right to decline items that arrive damaged due to poor packing on the return trip.
If you are unsure whether your bag qualifies, ask us first. A quick photo can save time and avoid an unnecessary courier booking.
How to Pack and Send the Item Back
Once your return is approved, pack the belt bag carefully so it does not get scratched or bent in transit. Use a strong box or padded satchel and keep the bag dry, especially if you are sending it from a coastal area where humidity can affect leather and hardware. If the original packaging is still in good condition, use it again inside a protective outer parcel.
- Remove any personal items from the bag and check every pocket.
- Close all zips and fasteners before packing.
- Include the approval reference or order number inside the parcel.
- Keep your courier waybill or proof of postage until the return is completed.
Customers are responsible for getting the parcel back to us safely unless we have agreed a different arrangement in writing. If you are sending from Durban, Pretoria, Gqeberha, Johannesburg, Cape Town, Stellenbosch or Somerset West, please allow for courier delays during peak periods and load-shedding disruptions.
Exchanges, Repairs and Store Credit
If the item is available in another colour or style, we may offer an exchange instead of a refund. This is often the easiest option when the original bag is not quite the right fit. Where a direct exchange is not possible, we may offer store credit or a repair review, depending on the condition of the item and the reason for the return.
For stitching concerns, zip issues, strap fit queries or other workmanship checks, please mention the fault clearly when you submit the enquiry. Our production team will assess the item and advise whether it qualifies for repair, exchange or refund. Small issues can often be resolved quickly, but we need the bag returned clean and in a condition that allows inspection.
Refund Timing and Delivery Charges
Refunds are processed after the returned item has been received and inspected. If the return is approved, the refund is made to the original payment method used for the order, subject to the normal banking time frames. Please allow a few working days after approval for the funds to reflect, as banks may take longer over weekends or public holidays.
Delivery charges are not always refundable. If the item was returned because of an error on our side or a fault that was confirmed during inspection, we will handle the delivery discussion separately. If the return is for personal preference, size, or style, the original delivery fee may remain payable. A small admin fee may also apply in cases where the parcel is sent back without following the approval steps.
If Your Order Arrives Damaged or Incorrect
Check your parcel as soon as it arrives. If the bag is damaged, the wrong item was sent, or anything is missing, report it through the enquiry form as soon as possible and include clear photos of the parcel, packaging and the item itself. The sooner we hear from you, the quicker we can sort it out.
- Do not discard the packaging until the issue has been reviewed.
- Keep the bag unused while the claim is being checked.
- Send photos of the outer parcel, labels and any visible fault.
- Wait for our confirmation before arranging a return.
We handle these cases carefully because courier damage can happen and we want to separate that from a product issue. Once the review is complete, we will advise whether a replacement, exchange or refund is the right path.
Returns Support for Gift Orders and Bulk Purchases
Gift orders and bulk purchases are welcome, but they often need a slightly different process. If you received a belt bag as a gift and need to return it, please use the enquiry form and include the order details if you have them. For bulk orders, the person who placed the order should log the request so we can match the return against the correct delivery and item list.
For customers in Woodstock, Cape Town and across South Africa, our support team can also help with delivery options, exchange assistance and order tracking while the return is being reviewed. We know timing matters, especially for festivals, travel plans and last minute gifts, so we keep the steps as clear as possible.
