Customer & Return Policies

Return Policy:

We have a 30-day “love it or return it” guarantee. This means that if you decide that you don't love your Sash for any reason at all, you are welcome to exchange it for another Sash or return it for a full refund. RETURNED BAGS MUST BE IN "NEW" AND RESELLABLE CONDITION TO BE ELIGIBLE FOR A FULL REFUND OR EXCHANGE. Returned bags that are not in new condition or that are returned improperly may be subject to a reduced refund. 

Shipping costs are non-refundable. The 30 day timeline begins on the day your bag was delivered. Late refund requests will not be accepted. If an item is designated as "final sale" it may not be returned for a refund. To process a return please contact us at info@thesashbag.com. 

Please note that we do not process the exchange or refund until the bag has been received by us and the condition of the bag has been reviewed and approved for return. Therefore, returns can take up to 14 days once received. Sash Group, Inc. is not responsible for any item left inside the bag when returned so please ensure that you have removed all valuables before shipping back.  

If you paid using ShopPay Installments, your refund will equal what you actually paid on your payment plan. 

Customs/duties paid on international orders are also non-refundable. 

***If a free shipping code or promotion was used when purchasing, the refund amount will be for the bag itself less the amount it cost for us to ship it to you.

Warranty Information:

Sash Bags come with a six-month warranty against manufacturing defects. Bags with verified manufacturing defects are eligible to be replaced with the same, or comparable style, if the original styles is not available. Warranty returns after the initial 30 day Love it or Return it period are only eligible for an exchange. Some example defects include broken zippers, loose stitching, defective snaps/straps or sewing design defects. It does not cover issues such as slight imperfections in the distressed leather, fringe getting ripped off, excessive usage, attracting lint, scratches/soiling/marks due to normal use, water damage, fading due to sun exposure, or damage due to improper care. We highly recommend that the care instructions we provide be followed to safeguard against the elements.

If your bag requires replacement, the warranty does not renew upon delivery of a replacement. The warranty is valid for six months from the original delivery date for the original bag. 

When the return is due to a valid manufacturing defect, we will refund the return shipping up to $10 in the US. To receive the reimbursement, email a copy of your shipping receipt to info@thesashbag.com. 

Sash will be responsible for any international customs or duties for a bag that must be replaced due to a defect.

Live, Clearance, and FB Community Sale Bags:

All Sash Bags sold during live sales, our Facebook Community group, or as clearance are FINAL SALE ONLY.  The 30-day guarantee and six month manufacturing warranty against defects do NOT apply.  For more info on purchases on a live sale please see here. Warranties are also non-transferable.  Should you purchase a Sash via another vendor or other private customer at your own discretion, the warranty is void.  Sash Group, Inc. is not responsible for the warranty/shipping/payment on any bag that has been purchased through anyone other than us directly. For the Sash bags bought as "first chance / early bird special" via the Community group that are brand new (non-defectives), the warranty still applies.

Non-Sash Bag item returns:

Our "love it or exchange it" policy for non-Sash Bag items allows you to contact us within 7 days of receiving your order if your item doesn't fit, or you don't love it! Please note that these "add-on" items may be exchanged for a similar item of the same price or you will be issued a store credit. All items must be in a new, unworn, and resell-able condition.

We will provide a size or style alternative if available, and if not, we will be happy to issue a credit for your full item amount. To process an exchange, please contact us at info@thesashbag.com. Please note that requested exchanges will be reviewed for approval within 14 days of being received by Sash.

Cancellations/Refunds:

Once an order has been placed, it immediately moves into the "fulfillment queue" making it impossible to cancel. You can, however, return the item(s) for a refund. We can only refund via the method used to make the purchase.  If for some reason this method is no longer available, we can send a paper check to the address of record. Once we have issued a refund (non-paper check), the time it takes your banking institution to complete the request can vary. Please allow sufficient time for it to credit back, and contact your credit/banking institution if you have any further concerns. 

Shipping:

We ship to the address provided by the customer, exactly as it is entered by the customer when placing or confirming the order. Our system will send out an order update with tracking information when it is on its way (to help ensure this notification does not get routed to a "Spam" folder, please add info@thesashbag.com to your contacts). Sash Group, Inc. is not responsible for lost, stolen, or delayed packages for any reason, as the carrier assumes responsibility once the package is accepted by them. If your package was not delivered as expected or as recorded in the tracking, please contact us directly so our claims specialist can assist you in beginning the USPS insurance claim process. For ground delivery, USPS allows us to insure packages up to $100, which is the maximum coverage allowed. Once the claim has been submitted and reviewed by USPS, we can help you discuss available options for recovering your order. We highly recommend that you double-check your address when placing an order, as USPS will not honor a claim on a package delivered to an address provided incorrectly. For more help with locating missing packages, please visit the USPS website: https://www.usps.com/help/missing-mail.htm

Shipping of Multiples:

When placing an order for multiple Sash bags, we will send the order only when it can be completed in its entirety. If you would like an in-stock item to sent before a pre-order on the same order, we recommend placing the orders separately so they ship as soon as available. If your order has already been placed and you need them shipped separately, email us at info@thesashbag.com and we will be happy to help.

Pre-Orders:

Due to high demand from customers, we sometimes allow pre-orders of certain styles that we know are going into production at a later time. Your card is charged at the time the pre-order is placed as that is what guarantees that a Sash bag is produced specifically for you! Should you need something sooner than the estimated arrival date for your pre-order, we recommend you chose an in-stock option that will better suit your timing. 

Arrival Estimates:

Each product description states whether it is in stock, or if it’s expected at a later date, with the estimated timeline for shipping to our customers. Please note that, for items that are not in stock, delivery times are estimates based on manufacturing times. If there's going to be an additional delay, we will reach out to you via email. To ensure you receive such notifications, please be sure not to "opt-out" of receiving email communication from Sash. 

When items ordered are in stock, we ship as quickly as possible (this ranges from 2-7 business days) from the date the order was placed. If placed after 5pm, the following business day is considered the order date.

For orders placed in a live sale, please allow an additional 7-10 days for processing. 

If you have more questions, please sent us an email to info@thesashbag.com. Please note that we answer emails in the order they are received Monday through Friday, from 9am to 5pm (Pacific).