Transition FAQ

Everything You Need to Know About the Website, Sale, Orders, Pre-Orders & What’s Next

We know there are a LOT of questions right now, so we’ve put everything we know into one place! Please read through this FAQ before reaching out to Customer Service. We promise we aren’t trying to hide anything—we’re trying to make sure you have the answers you need while our very small team works through this transition. 

There is a lot happening behind the scenes, so thank you for your patience and for sticking with Sash!

THE WEBSITE & THE SALE

Why is the website going away?

The current Sash Bag website is going away in approximately seven days, around September 4th.

This is part of a massive restructuring that has been taking place behind the scenes for a long time.

This isn't simply a website redesign or a change to the homepage. The current website, current inventory, and current operational structure are all coming to an end as Sash moves into its next chapter.

Is Sash going away?

NO! 

Sash is NOT going away.

The current version of Sash is changing, but the brand itself is continuing.

There will be a period of transition while the new operational team and resources are put into place. The website will be offline during this transition, and we do not have an exact date for when the new website will launch.

Was Sash sold?

No. Sash was not sold.

This is a licensing change, not a sale of the company.

The licensing arrangement will be in place for approximately three years, after which Nichole will take Sash back over again.

THE 50–70% OFF SALE

Why is everything on sale?

The current website is closing, and we need to clear the inventory that is currently in our possession before the website goes offline.

For the final seven days, everything currently in stock is marked down 50–70% OFF.

No coupon is needed for these markdowns.

Will there be a better sale later?

No. This is the sale.

We don't know what prices will look like when the new website eventually launches.

We also don't know exactly when the new website will go live.

If there is a Sash Bag you have been waiting to purchase and it is currently in stock, this is your opportunity to get it at these prices.

Can I still shop the website?

Yes! For approximately one more week.

Once the current website goes offline, you will not be able to shop the current inventory for a little while.

So if you've been thinking about it...

This is your sign. 

When the current inventory is gone, it's gone.

 WHAT HAPPENS TO MY ORDER?

Will Customer Service still be available when the website goes offline?

YES!

Customer Service will continue operating while the website is offline.

You will still be able to reach out to us regarding existing orders, questions, and outstanding customer commitments.

The website being offline does not mean Customer Service is disappearing.

What about outstanding orders?

We know many of you have been waiting, and we have absolutely not forgotten about you.

There are outstanding orders and customer commitments that still need to be fulfilled, and those remain part of the work being addressed during this transition.

Please continue to be patient with our team as we work through them.

TORONTO / CANADIAN ORDERS

What's happening with the Toronto warehouse orders?

Good news!

The inventory that has been sitting in the Toronto fulfillment center is finally getting ready to move.

Our current expectation is that shipping will begin Monday or Tuesday.

The best part?

These orders are already packaged and labeled.

Once the warehouse begins releasing them, we expect them to move very quickly.

So if you've been waiting on a Canadian order, please hang in there just a little longer. 

Does this mean Canadian orders are moving again?

Yes!

The transition is allowing us to address the backlog in the Canadian fulfillment center, and Canadian sales are being turned back on.

If you've been waiting for the opportunity to shop from Canada again, you now have it—but remember, the current website is only going to be available for approximately another week.

 PRE-ORDERS & SPECIAL PROJECTS

What about my pre-order?

We know many customers have been waiting on special projects and pre-orders, and you have NOT been forgotten.

Some of the projects that have experienced delays include:

  • Phoenix Rising Leather

  • Kickstarter Design Your Own Bag

  • Nylon

  • Black Leather Collection

  • Ikat Half Sashes

  • Remaining Paisley Bags

  • Longer Straps

These projects had to be put on hold while the restructuring was being worked through.

The long-term future and stability of Sash needed to be addressed first.

That is what this transition is about.

Your order and commitment to Sash still matter, and these outstanding projects are part of the work being addressed as Sash moves into its next chapter.

Will my pre-order still be fulfilled even though the website is closing?

The website closing does not mean outstanding commitments disappear.

Customer Service will continue operating while the website is offline, and these outstanding projects are part of the transition work.

We will continue sharing updates as more information becomes available.

KICKSTARTER

What about my Kickstarter Design Your Own Bag?

We know Kickstarter customers have been waiting a long time, and we know this has been frustrating.

You have not been forgotten.

The Kickstarter Design Your Own Bag project was one of the projects affected by the restructuring and had to be put on hold while the long-term future of Sash was stabilized.

The project remains part of the outstanding work being addressed during this transition.

As more details become available, updates will be shared.

We truly appreciate everyone who has stuck with us through this process. 

REWARDS POINTS

Can I use my Sash Rewards?

Yes! Rewards can be used.

However, the Rewards system is currently down.

We are working on getting the system back up, but unfortunately, Customer Service is not currently able to fix or manually troubleshoot Rewards issues.

We expect to have the system functioning again around Tuesday.

If you are having trouble using your Rewards right now, please check back once the system is back online.

We know this is frustrating—especially during the final sale—but we promise we're working on it!

What if I can't use my Rewards before the website closes?

We are working toward getting the Rewards system back up as quickly as possible.

Please give us a little time to get the system functioning again before reaching out to Customer Service about Rewards issues. 

REFUNDS

What about refunds?

We are still chipping away at refunds, and that work will continue.

We know waiting is frustrating, and we appreciate your continued patience while we work through them.

WHAT HAPPENS NEXT?

When will the new website launch?

We don't have an exact date yet.

There will be a transition period while the new operational structure is put into place.

The current website will go offline, things will get quieter for a little while, and then Sash will return with a very different setup.

The goal is to come back in Q4, but we do not have a specific launch date to provide yet.

Will the prices be the same on the new website?

We don't know yet.

The current 50–70% off pricing is specific to the inventory-clearing sale happening right now.

We do not know what the pricing will be when the new website launches.

MOST IMPORTANTLY...

Did Sash forget about its customers?

Absolutely not.

We know many of you have been incredibly patient through delays, shipping problems, restructuring, and everything else that has happened.

Your continued support is the reason Sash is able to move forward.

The transition is about creating a path forward and giving Sash the resources and structure it needs to continue.

🛍️ SO... SHOULD I BUY A BAG NOW?

If you've been waiting for a Sash that's currently in stock, YES.

The current website is going away in approximately one week.

Everything currently in stock is 50–70% OFF.

There is no need to wait for another coupon.

There isn't going to be a better sale next week.

We don't know what prices will be on the new website.

And once this website goes offline, you won't be able to shop the current inventory for a little while.

So if you've been eyeing that Sash...

COME GET IT. 

We're trying to empty these shelves before the website disappears!

Thank you for sticking with us through one of the strangest, hardest, and most transformational chapters in Sash history.

Now let's empty this warehouse! 

— The Sash Bag Team