Refund & Returns Policy

Last updated: September 17, 2026

1. The short version

  • You have 30 days from the day your order is delivered to return it.
  • The item must be unused, in the condition you received it, with all tags and the original packaging.
  • Return shipping is covered by us if the item is faulty or we sent the wrong piece. Otherwise it is covered by you.
  • Made-to-order Atelier pieces are not eligible for return, because they are produced specifically for you.

2. Return window

Our return window is 30 days from the date of delivery. If more than 30 days have passed since delivery, we are unable to offer a refund or exchange.

3. Condition of returned items

To be eligible for a return, your item must meet all of the following:

  • Unused and unworn, with no scuffs, scratches, marks, stains or odours.
  • In the same condition in which you received it, including all hardware, straps, dust bags and any included pouches.
  • In its original packaging, with the original tags and labels still attached.

Please try a bag the way a shop would: hold it, check the mirror, then return it unharmed. Items that arrive to us worn, damaged or missing components may be refused or granted only a partial refund.

4. Items that cannot be returned

  • Atelier Collection pieces made to order — produced specifically for you, and identified as non-returnable on the product page.
  • Personalised or monogrammed items — stamping or engraving makes a piece unique to you.
  • Final sale and clearance items — marked as final sale at the point of purchase.
  • Gift cards.

5. How to start a return

  • Email zcf520lc@163.com within the return window, with your order number and the reason for the return.
  • We will reply with return authorisation and the correct return address.
  • Repack the item securely in its original packaging and send it with a trackable service.
  • Keep your tracking number until your refund is confirmed.

Please do not send an item back before contacting us. Unauthorised returns cannot be matched to an order and may be refused.

6. Return shipping costs

  • If the item is faulty, damaged in transit, or not what you ordered, we cover the return shipping cost.
  • For all other returns — including a change of mind — you are responsible for return shipping, and those costs are non-refundable.
  • We strongly recommend a trackable and insured service for higher-value pieces. We cannot issue a refund for a return that never reaches us.

7. Refunds

Once your return arrives, we inspect it within 5 business days and email you to confirm that it has been received and whether the refund is approved.

If approved, the refund is issued to your original payment method. We process the refund within 5 business days of approval; your bank or card issuer may then take a further 5–10 business days to post it to your statement.

Original shipping charges are refunded only where the entire order is returned because it was faulty or incorrectly sent.

8. Late or missing refunds

If you have been told a refund was issued but cannot see it:

  • Check your bank account again, allowing a few extra business days.
  • Contact your card issuer — refunds can take time to appear on a statement.
  • Contact your bank, as there is often processing time before a refund is posted.

If you have done all of the above and still cannot see your refund, email zcf520lc@163.com and we will investigate.

9. Exchanges

We replace items only where they are defective, damaged, or not the piece you ordered. If you would like a different size, colour or style, the quickest route is to return the original piece for a refund and place a new order.

10. Damaged, defective or incorrect items

Please inspect your order when it arrives. If something is damaged, faulty, or not what you ordered, email zcf520lc@163.com within 48 hours of delivery, with your order number and photographs of the item and its packaging. We will arrange a replacement, a repair through our atelier, or a full refund including return shipping.

11. Atelier Collection — made to order

Pieces in the Atelier Collection are hand-made to order and typically ship within 4–6 weeks. Because production begins specifically for you:

  • Orders may be cancelled with a full refund within 48 hours of being placed, before work begins.
  • After production has started, the order cannot be cancelled and the piece cannot be returned.
  • This does not affect your rights if the piece arrives faulty or damaged — contact zcf520lc@163.com and we will put it right.

12. Gifts

If the item was marked as a gift when purchased and shipped directly to you, we can offer a credit or an exchange instead of a refund. If the item was not marked as a gift, the refund is issued to the original purchaser, who will be notified of the return.

13. Your statutory rights

Nothing in this policy limits any rights you have under the consumer law of your country of residence, including any statutory right to cancel or to a remedy for faulty goods.

14. Contact

Questions about a return or a refund? Email zcf520lc@163.com or write to:

Guangzhou Baiyun District Baiyunhu Street Liheng Trading Firm
Baiyunhu Street, Baiyun District, Guangzhou, Guangdong, China