Our returns policy is valid for 14 days. To view our warranty please click here. Customers are responsible for the return costs of sending back their bag. If you are over 14 days since your purchase, unfortunately we can’t offer you a refund or exchange.
Personalised products are not eligible for returns unless faulty.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only full priced items may be refunded, unfortunately sale items cannot be refunded unless faulty.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: Hermosa London, 132 Upper Grosvenor Road, Tunbridge Wells, TN1 2EX
If the item was marked as a gift when purchased and shipped directly to you, you will receive an exchange.
To return your product, you should mail your product to: Hermosa London, 18H Chapman Way, Tunbridge Wells, Kent TN2 3EF.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £70.00, you should consider using a tracked shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Still need help?
Contact our Customer Service team on firstname.lastname@example.org Monday-Friday 9am - 5pm GMT.