RETURNS

Choosing the perfect bag is no small decision - and we believe you deserve to feel completely certain. That's why we offer a 30 day return policy - we want you to shop with peace of mind, and if you're not in love within 30 days, we'll offer a full refund.

Return policy: If you change your mind within 30 days, we'll refund or exchange your item provided it's unused, in its original condition with tags and packaging intact. Please note that return postage is the responsibility of the customer and sale and personalised items are final sale.

How to Make a Return

  1. Email info@felixandstone.com with your order number and let us know whether you'd like a return or exchange.
  2. Once we've confirmed your return, we'll send you our returns address.
  3. Post your item back to us - we'll process it within 3–5 business days of it arriving at our warehouse. 

Please note:

• Return postage is the responsibility of the customer.

• To be eligible for a return or exchange, the item/s must be unused, and in the exact condition that you received it/them. Tags and packaging must be intact

• Sale and personalised items cannot be exchanged or returned

• We reserve the right to refuse returns that show signs of wear, damage, or do not meet our return criteria.

• Delays in processing timeframes may occur during collection launches and sale/promotional periods. 

• Please note we are not responsible for parcels lost or damaged in transit.  

SALE POLICY 

Sale and promotional items can be returned within 14 days of delivery for store credit or exchange, provided they are unused and in their original condition with packaging intact. Please note that refunds are not available on sale or promotional items.

Items marked as Final Sale cannot be returned, exchanged, or credited. This will be clearly noted in the product description.

FAULTY ITEMS

We take enormous pride in the quality of every bag - but if something isn't right, we want to make it right. If your item arrives damaged or develops a fault, please email info@felixandstone.com with your order number, clear images and a detailed description. Damaged items must be reported within 14 days of receiving your order, while manufacturing faults will be considered beyond this window. 

Items damaged due to incorrect care or general wear and tear are not considered faulty.