If the bag does not fit
Returns are handled by our retail partner under their policy, because they are the shop that sold it to you. We do not take returns ourselves and cannot process one.
Where to start
Go to the order in your account with our retail partner. The return window, the condition they expect the bag to be in and how they want it sent back are all set out there, and they apply to your order specifically rather than to a general rule we might quote wrongly.
How to avoid the situation
Most bags go back because of where they sat, not because of what they looked like. That is a measurable problem, so measure first.
Hang a bag you already wear at the right height on the shoulder you use.
Measure from the top of your shoulder to the top edge of that bag. That is your drop.
Put that number into the finder and see what in the range reaches it.
The second most common surprise is depth. A bag can be wide and still refuse a folded pair of glasses, because depth is the measurement that decides. Ours run from the slimmest phone bags up to 12 inches across, and every measured bag prints all three numbers on its page.
What we can do
Tell us what went wrong with the fit and we will tell you honestly whether something else in the range solves it or whether nothing we make does. We would rather say the second than sell you a second bag that lands in the same place.