Returns & Refunds

This page sets out our returns and refunds policy in full. You have fourteen days from delivery. If a piece is not right — for any reason, or none — tell us within those fourteen days and send it back for a full refund.

Returns and refunds at a glance

• You have fourteen days from the day the piece arrives.
• Email us first. We issue a return authorisation, then arrange insured collection.
• The piece must come back as it left us, with every inclusion.
• We refund within five working days of the piece passing inspection.
• Our authenticity guarantee never expires, and it sits outside this window.

What you can return

Send the piece back in exactly the condition it left us. Include everything it arrived with: box, dust bag, clochette, lock, keys, rain cover, receipt, and the protective plastic where we still had it fitted.

We hold that line strictly, and it is worth saying why. We keep every piece in a temperature-controlled room, in its own box. We take it out only to inspect it, photograph it and pack it. We wear gloves at every step.

Once a piece leaves us, we lose that control. At this level even a smudge, or a missing scrap of plastic on a foot, cuts what the piece is worth. So we hold returns to the condition we sold them in. That is what lets us describe the next listing honestly.

What we cannot take back

• Anything you tell us about more than fourteen days after delivery.
• A piece you have carried, worn or used.
• A piece whose condition no longer matches the listing photographs.
• A piece that comes back incomplete, or without its original packaging.
• Anything our concierge team sourced to your specification. We buy those in on your instruction.
• Gift cards.
• Any piece damaged after delivery, where the damage is not our error.

If a piece arrives back showing use, we may refuse it, or refund part of the price to reflect the drop in value. Either way we tell you first, with photographs, before we act.

How to start a return

1. Email sales@herbirkinbags.com within fourteen days. Quote your order number and name the piece. Tell us sooner if you already know.
2. Wait for your return authorisation. We email you a number and the return address. Do not send anything before it arrives. We cannot match an unmarked parcel to an order, so we refuse those at the door.
3. Let us arrange insured, tracked collection. Please never put a five-figure bag into an uninsured parcel service. If you book carriage yourself, insure it fully and send us the tracking number.
4. Pack it as it arrived. Add the original invoice and every inclusion. Use the original box, inside a plain outer carton.

Never send a piece to the manufacturer or to a brand boutique. It comes back to us.

How we handle refunds

When your return reaches us, we inspect it against the photographs we took just before packing. We email you to confirm it arrived. Then we email again to confirm the refund.

We send approved refunds to the original payment method within five working days of the piece passing inspection. Your bank or card issuer may take a few days more to post it. That part sits outside our control.

If a refund has not arrived

First check your statement again. Then call your card issuer, because issuers often hold a refund for several days before posting it. If it still has not landed, email us your order number. We will trace it from our end and send you the transaction reference.

Who pays return shipping

We pay if the piece differs materially from its listing, or if a recognised third-party service fails it on authentication. That covers return carriage, and any import charges you paid to receive it. You are never out of pocket for our mistake.

You pay if you simply changed your mind. Return carriage and insurance fall to you, and we cannot refund them. Where we paid import duty and VAT to deliver to you, we reclaim it wherever the destination country allows, and pass it straight back to you. Where the country will not release it, we deduct it. We tell you which applies, in writing, before you send anything.

Exchanges

Every piece we sell is one of a kind, so a like-for-like swap is rarely possible. Instead we take the return, refund you in full, and then find the piece you actually want. Our concierge team can source it if we do not hold it. Email us and we will work it out with you.

If a piece is faulty, or a courier damages it in transit, you choose: replacement or refund. We cover the cost either way.

Gifts

Did someone buy the piece for you and have it shipped straight to you? Return it inside the window, in the condition we sent it, and we will issue the value as credit in your name. If the buyer had it shipped to themselves to give you later, the refund goes back to whoever paid. That does mean they will hear about the return.

Cancelling before despatch

Cancel any time before we dispatch the order and we refund you in full, with nothing deducted. After dispatch, this returns and refunds policy takes over. Our Shipping Policy sets out despatch timings.

Damaged or lost in transit

We insure every shipment for its full value, from the moment it leaves us until someone signs for it. If a parcel goes missing, or arrives damaged, contact us. We refund you in full and take the matter up with the carrier ourselves. Photograph any damage to the outer packaging before you open it.

The authenticity guarantee

This sits alongside the fourteen-day window, and it never expires. Does a piece you bought from us fail an independent authentication by a recognised third-party service? Send it back for a full refund, including return shipping, whenever you find out. See Authentication for how we examine every piece before we list it.

Common questions about returns and refunds

Costs, sale pieces and authenticity

Contact us

• Email — sales@herbirkinbags.com
• Telephone — +1 (614) 547 3596
• WhatsApp — +31 97005035146
• Returns address — Her Birkin Bags, 7007 Friars Rd, San Diego, CA 92108, United States. Ask us for a return authorisation first.
• Hours — Monday to Friday, 10:00–18:00 Pacific Time.