Refund

If an order is not right for you, the steps below explain how we arrange returns and exchanges and return an approved payment.

Thirty days to decide

You may request a return or exchange for any reason within 30 days after your order is delivered. Contact us with your order number and the items you wish to return. Reasonable inspection is allowed. Please keep the item and any included accessories together and package it securely for its return.

A return without shipping charges

We pay the return shipping cost for approved returns and exchanges. Our reply will include a prepaid return label or an equivalent return method at no charge. Please use the instructions and destination we provide rather than sending a parcel to the business address without confirmation. We do not charge a restocking fee.

Refunds and exchanges

After approval and any necessary receipt or inspection, we process the approved refund within 10 business days. Refunds go back to the original payment method. Your bank or card issuer usually needs a further 5–10 business days to show the credit. We will explain any delay. Exchanges depend on the requested replacement being available; if it is unavailable, we will discuss a refund or an alternative you accept.

Problems with a delivered item

Tell us if an item is damaged, defective, incorrect, missing parts or different from its description. An order number, description and, where practical, photographs help us investigate. We will provide a refund, replacement or another appropriate remedy, without charging you return postage for an approved claim.

Exceptions and rights

A clearly disclosed item-specific exception may apply to personalized products, perishable goods or sealed hygiene items after opening, where permitted by law. Any exception must be disclosed before purchase. It does not remove remedies for defective or misdescribed goods. This policy does not limit your rights under applicable Canadian federal, provincial or territorial consumer law.

How to contact us

Email: support@herschelbags.shop
Telephone: 867-555-3286
Business address: 280 Richmond Rd, Ottawa, Ontario, K1Z 6X5, Canada

Customer service hours: Monday to Friday, 9:00 AM–5:00 PM (store local time).