At Bag Haven Store, we take pride in offering London-inspired premium fashion collections, from statement ankle boots to sophisticated bustiers. We want you to be completely satisfied with your purchase. If for any reason you’re not happy with your item, we’re here to help with our straightforward returns and exchanges process.

Our Return Policy

You may return most unworn, unwashed items in their original condition with tags attached within 15 days of receiving your order for a refund or exchange. Please note:

  • Return shipping costs are the responsibility of the customer
  • Original shipping fees are non-refundable
  • Items must be returned in their original packaging

Non-Returnable Items

To ensure the highest standards of hygiene and quality, the following items cannot be returned or exchanged:

  • Bikini Combinations (for hygiene reasons)
  • Bras (for hygiene reasons)
  • Bustiers (for hygiene reasons)
  • Headgear (hats and hair accessories)
  • Jewellery (for hygiene and security reasons)

We make exceptions only if these items arrive damaged or defective – please contact us immediately at [email protected] in such cases.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Submit a Return Request within 15 days of receiving your order by emailing [email protected] with the subject line “Return Request – [Your Order Number]”. Use the template below for your convenience.
  2. Wait for Approval – Our London-based customer service team will review your request and send return instructions within 2 business days.
  3. Package Your Item – Securely pack the item in its original packaging with all tags attached.
  4. Ship Your Return – Send the package to our London address using a trackable shipping method. We recommend insuring your return.
  5. Receive Confirmation – Once we receive and inspect your return, we’ll process your refund or exchange within 3-5 business days.

Return Request Email Template

Subject: Return Request – [Your Order Number] Dear Bag Haven Store Team, I would like to request a [return/exchange] for my recent order #[insert order number]. Item(s) to return/exchange: – [Product Name] – [Size/Color] – [Reason for return/exchange] I have reviewed your return policy and confirm that the item(s) are in their original condition with tags attached. Please provide return instructions at your earliest convenience. Best regards, [Your Full Name] [Your Email Address] [Your Order Number] [Optional: Phone Number for contact]

Refund Process

Once your return is received and inspected:

  • Refunds will be processed to your original payment method within 5-7 business days after we receive your return.
  • For credit/debit card payments (Visa, MasterCard, JCB), please allow 1-2 billing cycles for the refund to appear on your statement.
  • PayPal refunds are typically processed within 24 hours of approval.
  • You will receive an email confirmation when your refund has been processed.

Exchanges

We’re happy to exchange your item for a different size or color, subject to availability. The process is the same as returns – simply indicate in your email that you’d like an exchange rather than a refund. If the new item has a different price:

  • We will charge or refund the difference accordingly
  • Shipping fees for the exchanged item will be covered by us

Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately at [email protected] with photos of the damage and your order number. We will arrange for a free return and replacement at no cost to you.

Return Shipping Address

Once your return is approved, please send your package to:

Bag Haven Store Returns
70 St James’s Place
London, GB EC5S 4ZY
United Kingdom

Important Notes

  • We cannot process returns without prior authorization
  • Returns that don’t meet our policy requirements will be sent back to you
  • International customers are responsible for any customs fees associated with returns
  • Sale items are final sale and cannot be returned or exchanged

For any questions about our returns policy, don’t hesitate to contact our London-based customer service team at [email protected]. We’re here to ensure your Bag Haven Store experience is as refined as our fashion collections.