Returns & Exchanges

30 days to return or exchange any bag in original condition. How to start a return, what we refund and when.

Last updated: November 2026

If a bag is not right, send it back. You have 30 days from the day it arrives.

The short version

  • 30 days from delivery to start a return.
  • Original condition — unused, with tags, dust bag and packaging.
  • Free return shipping on defective or incorrect items. Otherwise return postage is yours, unless the bag cost over $300.
  • Refunds are issued to the original payment method within 5 business days of the return arriving and being checked.

What counts as original condition

A bag you have carried once around the house is fine. A bag that has been used outdoors, has creased corners, smells of perfume or smoke, or has had its tags removed is not. We inspect every return; if a piece comes back in a condition we cannot resell, we will email you with photographs and either return it to you or offer a partial refund, at your choice.

How to start a return

  1. Email qiangxiong425@gmail.com with your order number and the reason for the return.
  2. We reply within one business day with a return authorisation and the correct address.
  3. Pack the bag in its dust bag and original box, and include the packing slip.
  4. Send it with a tracked service and keep the tracking number. We cannot refund a parcel that never arrives.

Do not send a return to the address on the outer shipping label without authorisation — that address is a carrier hub, not our returns desk.

Exchanges

We exchange for a different colour or model, subject to stock. Ask for an exchange in your first email and we will hold the replacement for 48 hours while your return travels. If the replacement costs more, we send a payment link for the difference; if it costs less, we refund the difference.

Damaged, defective or wrong item

Email us within 7 days of delivery with photographs of the bag and the packaging. We cover return postage and send a replacement or a full refund immediately — your choice. Every bag is also covered by a two-year warranty against manufacturing defects in materials, stitching and hardware; normal wear, scratches and colour patina are not defects.

What cannot be returned

  • Final-sale items, marked as such on the product page.
  • Pieces that have been personalised, monogrammed or altered.
  • Items returned after the 30-day window, unless we agreed an extension in writing.

Refund timing

We approve refunds within 5 business days of the return arriving. Your bank then takes another 3–10 business days to show the credit. Original shipping charges are refunded only when the whole order is returned or the item was faulty. Import duties and taxes paid to a customs authority are handled by that authority, not by us.

Contact us

Questions about this policy? Write to qiangxiong425@gmail.com. We answer every message within one business day, Monday to Friday.

ZECHEN ATELIER
Online only — no physical showroom.

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