Two separate things live on this page. Returns are for when the bag is fine but it is not for you. The warranty is for when something is wrong with how the bag was made. The conditions are different, so read the one you need.
30-Day Returns
You can return your bag within 30 days of delivery for any reason, including simply changing your mind.
To be accepted, the bag must come back unused and in its original condition, with the dust bag and any inserts it shipped with. A bag that has been carried, marked, or altered is no longer returnable under this section — if the problem is a defect rather than a change of mind, use the warranty section below instead.
Return shipping is paid by you. We would rather say that plainly here than surprise you after you have asked. We do not deduct a restocking fee on top of it.
How to return
- Email [email protected] with your order number and say you would like to return the bag.
- We reply with the return address and confirm what to include.
- Once the bag arrives and has been inspected, we email you the outcome and refund the approved amount to your original payment method.
Please contact us before sending anything back — a parcel that arrives without a matching request can take much longer to identify and process.
3-Month Warranty
Every bag carries a 3-month warranty from the date of delivery, and it is covered by replacement, not repair. We do not run a repair service, so the remedy for a covered fault is a new bag rather than a workshop queue.
Our warranty window is shorter than what some larger brands offer. What we will not do is take your bag away for months — if a covered fault appears inside the three months, the answer is a replacement.
What the warranty covers
- Stitching that comes loose or unravels
- A magnetic closure that stops holding
- A strap or handle failing at its joint, or hardware that breaks
- Plating that flakes or lifts abnormally in ordinary use
- Lining that separates from the body, or splits
- A bag that arrives damaged, or in the wrong colour or model
What the warranty does not cover
- The bag relaxing and slouching as you use it. This is how a soft crescent shape behaves — the body softens and the silhouette settles. It is a property of the design, not a fault, and no brand selling this shape treats it as one.
- Scratches, scuffs, stains, and the natural change of colour in leather over time
- Damage from water, damp storage, prolonged sun, or contact with chemicals
- Anything that follows a modification or a repair done elsewhere
- Any claim made after the 3-month window has closed
How to claim
- Email [email protected] with your order number and photographs of the fault, close enough to show where the problem is.
- We assess the photographs against the list above and tell you whether it is covered.
- If it is covered, we arrange the replacement and confirm by email.
One replacement per order. If your colour is out of stock, you can take another colour or a full refund instead — your choice, not ours.
Why we ask for photographs
Because the fault is almost always visible, and asking you to describe it in words tends to cost both of us an extra round of email. It is not a hurdle; it is the fastest way to get to an answer.
Refunds
Approved refunds go back to the payment method you used. We confirm by email on the day we issue it. How long it then takes to appear on your statement is set by your bank or card issuer, not by us.
Exchanges
For a different colour or size, the quickest route is a return under the 30-day section plus a new order — that way your new bag is not waiting on the old one arriving back here.
Questions before you buy? Write to us at [email protected] — asking first is free, and we would rather answer than have you guess.
The Luna Bag · thelunabag.com