Refund policy

Last updated: 17 September 2026

If your AMIELLE piece is not quite right, you can request a return or exchange within 30 calendar days after delivery. Contact hi@amiellebags.com with your order number and the item you would like to return or exchange.

Our 30-day policy is an additional service. It does not replace or reduce your legal rights if an item is faulty, incorrectly supplied, not as described or otherwise fails to meet applicable consumer guarantees.

Starting a return

Email us before sending your parcel so we can provide the correct return destination and instructions. Include your order number, the item and your preferred outcome. You do not need to give a reason when exercising a statutory right to cancel.

We will explain the return steps when you contact us. Keep your postage receipt and use a tracked service where possible. Please do not send a return to an address printed on the original parcel unless we confirm that it is the correct return destination.

Condition of change-of-mind returns

For returns under our voluntary 30-day policy, items should be unused and in their original condition, with their tags and the packaging and accessories supplied with them. Please pack the item carefully to protect it in transit.

These conditions do not prevent reasonable inspection of a product where you have a statutory cancellation right, or a claim for a defective item. Where permitted by law, a deduction may apply for loss in value caused by handling beyond what was needed to check the item's nature, characteristics and functioning. We will explain any deduction.

Return postage and exchanges

For a change-of-mind return, you pay the cost of sending the item back. If we supplied an incorrect or defective item, we will arrange or cover the reasonable return cost where applicable. Contact us before paying for postage so we can give you the appropriate instructions.

Exchanges are subject to stock availability. Tell us the style, size or colour you would prefer. Once your eligible return is received and checked, we will arrange the replacement and cover its standard outbound delivery. If there is a difference in price, we will explain the amount to pay or refund before completing the exchange. If your preferred item is unavailable, you can choose an eligible refund instead.

Refunds

After your return is received and assessed, we will notify you of the outcome. Approved refunds are sent to the original payment method. Your bank or payment provider may take additional time to display the credit, typically 5–10 business days.

For voluntary change-of-mind returns, the refund covers the returned item's purchase price and any applicable tax. Original delivery charges are not refunded unless required by law or the return results from our error. For a qualifying EU or UK statutory cancellation of the whole order, the refund includes the least expensive standard delivery option we offered; any extra cost for a premium service need not be refunded.

Statutory refund deadlines take priority over the timing described above. We do not require you to accept store credit instead of a refund to which you are entitled.

Damaged, defective or incorrect items

Please contact us as soon as you discover a problem. Include your order number and a description, together with photographs if these help explain the issue. Keep the packaging where practical, but missing original packaging does not remove your rights concerning a defective product.

We will assess the issue and provide the remedy required by applicable law, which may include a repair, replacement or refund. Our 30-day change-of-mind window does not set a deadline for reporting a fault or limit a statutory guarantee.

Cancelling or changing an order

Email us as soon as possible if you need to cancel or change an order. We will try to act before dispatch. If it has already been dispatched, the return process may apply. This operational limitation does not remove any statutory cancellation right.

Your regional consumer rights

For customers in the EU and the UK, eligible online purchases generally carry a legal right to cancel within 14 days after delivery without giving a reason. You then have a further 14 days to send the goods back. Tell us clearly by email that you wish to cancel. Refunds are made within the applicable legal deadline; where permitted, we may wait until we receive the goods or evidence that you sent them back, whichever is earlier. Legal exceptions, such as genuinely personalised goods, apply only where relevant and disclosed.

You may use this optional cancellation notice by email: “I wish to cancel my purchase. Order number: [your order number]. Goods: [items]. Ordered on: [date]. Received on: [date]. Customer name: [name]. Customer address: [address]. Date of notice: [date].” Using this wording is optional.

For Australian customers, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. A major failure can entitle you to choose a refund or replacement and to compensation for reasonably foreseeable loss or damage. Other failures may entitle you to a repair or replacement. These rights can continue beyond 30 days.

Customers in Canada, the United States and other destinations retain any mandatory rights that apply in their province, territory, state or country. Nothing in this policy restricts access to your payment provider, a consumer authority or any other remedy available by law.

Contact

AMIELLE BAGS client services: hi@amiellebags.com.

Website: amiellebags.com.