Returns & Refunds

Return window

A return or exchange must be requested by email within 14 days of the day the parcel is delivered, and the item must be posted back within 14 days of our return authorisation. Requests made after the window, or items posted late, are not accepted.

Customers in the European Union and the United Kingdom keep their statutory 14-day right of withdrawal; the conditions below apply to the extent permitted by law.

Conditions for a refund

Every piece is made to order for you. A refund is only possible when the item comes back unworn, unused, unwashed and undamaged, with every tag and label still attached, in its original packaging, and free of marks, creases, odours, perfume, make-up or animal hair. Jackets and shoes may be tried on briefly indoors and nothing more.

Items that fail this inspection are not refunded. Where the law requires us to accept the return anyway, the refund is reduced by the loss in value caused by the handling, up to the full price of the item.

Personalised, engraved or made-to-measure pieces, and items returned without a return authorisation number, are not refundable.

How to start a return

Email contact@bagonsales.shop from the address used on the order, with the order number, the item, the reason, and for any defect claim clear photos. We reply within two business days with a return authorisation number and the return address.

Parcels sent without an authorisation number, to any other address, or after the deadline are refused and cannot be refunded.

Return shipping and fees

For change-of-mind returns and size exchanges, you pay the return postage and any customs or import charges. Use a tracked and insured service: a return that does not reach us, or arrives damaged, is not refunded.

A restocking fee of 20% of the item price is deducted from change-of-mind refunds where permitted by law. Payment processing fees and any promotional discount that no longer applies are also deducted where permitted.

Original delivery is free, so no delivery charge is refunded.

Defective, damaged or wrong items

Report visible damage or a wrong item within 48 hours of delivery, with photos of the item and the packaging, so we can raise the claim with the carrier. After inspection of the returned item we send a replacement, or refund in full including return postage, at our choice.

Normal variation in leather grain, colour and texture, and wear caused by use, are not defects. Your statutory guarantee rights are unaffected.

Exchanges

One size exchange per order is offered for jackets and shoes, subject to availability. The original must reach us in returnable condition first; you pay the return postage and we send the replacement free of charge.

Refunds

Approved refunds are issued to the original payment method within 14 days of the returned item reaching us and passing inspection. Refunds cannot be paid to a different account or card, and are not made in cash or store credit unless you ask for credit.

We do not refund parcels that DHL tracking shows as delivered, nor parcels lost because the address entered at checkout was incomplete or incorrect, where the law permits.

Cancellations

Because each piece is made to order, an order can be cancelled free of charge only until production starts, usually within 12 hours of placing it. Email contact@bagonsales.shop with the order number. After that, the return process above applies.