Last updated October 2026
The thirty-day window
You have 30 calendar days from the day your parcel is delivered to tell us you would like to send a bag back. The date that counts is the delivery scan, not the day you opened the box.
What counts as resalable
A returned bag needs to reach us as it left: unused, unmarked, with its dust bag, tags, and any protective wrapping, and without a scent of perfume, smoke, or pets. Please check a bag indoors, on a clean surface, before you take it out for the day — a strap that has been over a shoulder for an evening is no longer new.
Opening a return
- Email customercarenow@sproutjewel.com with the order number, the bag you want to return, and a line about the reason.
- We reply with the return address and a reference to write on the parcel.
- Pack it as it arrived, include the dust bag, and keep your carrier receipt.
- Send it on a tracked service and let us know the tracking number.
A parcel sent without the reference takes us much longer to match to your order, and an untracked return that goes missing is not something we can investigate on your behalf.
Who pays for the journey back
For a change of heart, you cover the return postage. Where the bag arrived damaged, faulty, or different from what you ordered, we arrange and pay for the return instead — send us photographs first so we can confirm the fault before you post anything.
What we cannot accept
- bags that have been carried, used, or altered, including straps punched or shortened;
- pieces marked final sale at the time of purchase;
- gift cards and store credit;
- returns that arrive after the 30-day window, where the law allows us to decline them.
When the refund lands
Returns are inspected within seven business days of arriving with us. Once approved, the refund is issued to the original payment method and we email a confirmation. Banks and card providers often need a further 5 to 10 business days to post the credit, and a refund sent to a different currency may land at a slightly different amount because of the exchange rate.
Any duty or tax you paid directly to a customs authority has to be reclaimed from that authority — it was never paid to us, so it cannot come back through us.
Swapping for another bag
We do not hold stock aside for straight swaps. Return the bag and place a fresh order for the piece you would rather have, so nothing is delayed waiting for your parcel to travel back to our bench.
Faults, and the rights you already have
If a bag arrives with a fault, write to us promptly with photographs and the order number. Where the issue is covered by our Care & Guarantee, we will repair, replace, or refund it. Nothing on this page restricts a remedy that cannot lawfully be excluded where you live.