Customer Service Updates

Sash Life Customer Service Update from July 14, 2025

 

 

Customer Service Response Time

Current Response Time:
3–4 business days.

Important Note:
Sending multiple messages (via email, chat, or forms) pushes your ticket further back in the queue. Please send only one message and include your order number to help us locate your info faster.

Thank you for your patience and support as we get through the backlog.

 

 

Refunds & Cancellations

Refund Timeline:

  • February  refunds are in progress (finishing within 1–2 weeks).

  • March refunds will follow (2-3 weeks).

  • April refunds next (within 3–4 weeks).

  • May & June are expected within 4–5 weeks from now, with July immediately following those. 

Refund Details:

  • Refunds go back to your original payment method.

  • If you've returned a bag and it has been received & inspected, your case may be prioritized.

Want to Un-Cancel an Order?

  • It might be possible if your item (e.g., Paisley or Ikat hasn’t sold out). Please send one email only, and we’ll check!

Alternative Options:

  • Receive store credit immediately.

  • Exchange for in-stock like Uganda or almost in-stock like Paisley bags.

 

 

 Deliveries & Shipping Updates

Incoming Inventory:

  • Uganda & Core Half Leather Bags: In stock; shipping this week.

  • Paisley Full Bags: Shipping late this week and early next week.

  • Patina Styles: Leaving India next week (some delays resolved).

  • Ikat Full Bags: Shipping next week.

  • Half Ikat: A few more weeks out.

  • Extras: Most US extras have shipped (Black is arriving this week); Canada extras en route to new fulfillment center now.

Straps:

  • Longer strap issues being resolved with all straps arriving to Sash in the next two weeks. Some minor leather shortages on limited editions — updates coming for those affected.

 

 


Canadian Fulfillment Center: What Happened?

The Challenge:
Due to our Chapter 11 filing, our Canadian fulfillment center (PRO Pack) became classified as a creditor. That blocked us from continuing operations with them.

The Solution:
We found a new fulfillment partner (on Canada’s east side) — setup is 90% complete. All incoming product (like Ikats & Paisleys) is being routed directly to the new center.

Bonus:
Some inventory is also being transferred to the US to fulfill items that were oversold in the Phoenix Rising sale.

Status of Held Inventory:

  • Uganda full + fringe bags: next in line for release.

  • Basket Weave, Mudcloth, Nylon: Complex legal steps remain. These are the next priority and have not been forgotten.

 

 

🚀 Kickstarter: Clear Roadmap

Production Focus:
All efforts at our boutique factory (Muralidharan) will now go toward Kickstarter bags only.

Order of Production:

  1. Rustic Chic (most popular)

  2. Followed monthly by Classic, Incandescent, Rainbow and Flag Bags.

Timeline Access:
We’ll be publishing the official production schedule so you can track what’s happening, what’s next, and when to expect delivery.

 

 


🎁 Rewards Program & Mobile App

Rewards System:

  • The issue with rewards redemption has been resolved.

  • Tier recalibrations are underway — give us a week to finalize adjustments.

Mobile App:

  • Experiencing technical issues.

  • Please shop directly via our website: thesashlife.com on any device.

 

 


🛍️ What’s New & What’s Next for Sash

New Inventory Launch:

  • New POs underway — products arriving in approx. 2 months.

  • Faster timelines enabled by sourcing from alternative factories.

New Products Coming:

  • A dress line designed by our founder using Ikat fabric from India.

  • Collaborations with women designers from our community.