Returns & Exchanges

Return eligibility

To keep returns smooth and fair, please ensure your item meets these conditions:

• Item must be unused, unwashed, undamaged and in original condition with all tags attached.
• Original packaging (dust bag, box if any) should be included.
• Return request must be initiated within 30 calendar days of delivery date (proof of delivery required).
• We only accept returns from countries where we originally ship: worldwide excluding Asia and remote areas (e.g., Pacific islands, extreme north regions). If your order was shipped to an eligible destination, returns are accepted.
• Items marked as “Final Sale” (rare collaborations or mystery boxes) are non-returnable – but our current collection is fully eligible unless stated otherwise.

📬 How to return or exchange

1. Step 1 – Contact our support team
   Email [email protected] with your order number, item(s) you wish to return, and reason (size swap, defect, style change). We’ll reply within 1 business day with a Return Authorization (RA) number and a pre-filled return form.
2. Step 2 – Pack securely
   Place the unused item(s) in the original packaging. Include the return form or clearly write your RA number on the outer box.
3. Step 3 – Ship to our Kentucky facility
   Use any reliable carrier (USPS, UPS, DHL). Return shipping costs are the customer’s responsibility unless the return is due to a mistake on our side (wrong item sent, manufacturing defect). We strongly recommend tracking + insurance.
4. Step 4 – Processing & refund / exchange
   Once we receive your parcel, our team inspects it within 4–7 business days. After approval, we process your refund or ship the exchanged item (if available).

💰 Refund timing & method

Once your return is approved (after 4–7 days processing from receipt date), we will issue a refund to your original payment method. Please note the bank / card issuer’s timeline:

✔️ Refund total reflects the product price + any taxes paid. Original shipping costs are non-refundable unless the return is due to our error.
✔️ You will receive a confirmation email as soon as we process the refund.
✔️ Total refund arrival: Allow 2–3 weeks after processing completion. This timeframe depends entirely on your card’s issuing bank (Visa, MasterCard) and their internal policies. Some banks clear within 5–7 business days, others up to 21 days.

🔄 Exchange policy

Want a different design or size? We make exchanges easy, subject to stock availability.

• Initiate within 30 days of delivery – same as returns.
• How to exchange: Follow the return steps above and clearly note “EXCHANGE FOR [item name/size]” in your email. Once we receive your original item, we’ll process the exchange within 4–7 business days and ship the new piece at no additional shipping cost to you (standard EMS or DHL based on original order value).
• If the requested exchange item is sold out, we will automatically issue a full refund instead (following refund timeline above).
• Exchanges are not considered a new order, so you won’t be charged extra shipping. However, returning the original item to us is at your own cost (unless the exchange is for a defective product).

🚚 Return shipping costs & responsibilities

General rule: Customers are responsible for return postage for change-of-mind returns (e.g., not liking the graffiti style, wrong size ordered).
We cover return shipping costs only in these cases:

• Item arrived defective or damaged (photo evidence required within 48h of delivery).
• Wrong product shipped due to our error.
• Missing significant part of the bag (e.g., strap).

For these situations, we will provide a prepaid return label via email.

Original delivery fees: If you used paid shipping (DHL/FedEx $12.95 or EMS), those are non-refundable unless your return is our fault. Free EMS shipping on orders over $50 is also non-refundable after a voluntary return.

International returns (outside US): You are responsible for any customs fees, duties, or taxes for the return shipment. We recommend marking the package as “returned goods” to avoid extra charges.

⚠️ Non-returnable items & exceptions

To protect hygiene and originality, the following cannot be returned:

• Gift cards or e-vouchers.
• Items that show obvious signs of wear, odor, pet hair, or alteration (painting, washing).
• Final Sale items with specific discount codes marked at checkout (less than 1% of our collection).
• Custom-made or personalized graffiti commissions (if any special order).

If you receive a defective item, please contact us within 7 days of delivery. We prioritize repair, exchange, or full refund including original shipping – your satisfaction is our statement.

📦 Order processing & delivery reminders

We know you’re excited to wear your iconic tote — just a few helpful notes:

• Order handling: 4–7 business days to pack and prep your piece before shipping.
• Delivery options (after handling):
  ✈️ DHL / FedEx Express: 7–14 business days · $12.95 flat rate.
  🌍 Free EMS (Economy): 12–24 business days · FREE on orders $50+ · otherwise $8.95 (not listed on front but offered at checkout).
• We ship worldwide excluding Asia and remote areas (e.g., some Pacific islands, Far East Russia, Antarctica). If your location is eligible at checkout, returns are accepted.
• Accepted payments: Visa, MasterCard (secure SSL checkout).

📬 Need personal assistance?

Our customer happiness team is ready to help with any return, exchange, or fit question. We reply within 24h (Mon-Fri).

Physical return correspondence:
Longchamp Tote Bag – Customer Returns
244 La Normandy Dr, Louisville KY 40223, United States

* For your security, never send cash returns. Always use trackable shipping.