Returns & Exchanges

We want every Back 2 Bags order to arrive exactly as you pictured it. Because our bags are picked, packed and dispatched quickly, orders are placed on a final-sale basis – but you are never left without support. Below is exactly what we cover, how to raise a claim, and how to make sure you choose the right bag first time.

Change of mind

All sales at Back 2 Bags are final, so we are not able to accept change-of-mind returns or swap an item for a different style once an order has been placed. We know that is a firm line, so we work hard to give you everything you need to decide before you check out: full dimensions, materials, compartment details and true-to-life photography on every product page. If something is not clear, message us before you order and we will measure it, photograph it or answer it.

Cancelling or changing an order

Orders are processed within 1–3 business days. If you need to cancel your order, correct a delivery address or change a colour, email us as soon as possible with your order number. If your parcel has not yet been handed to the carrier we will do everything we can to amend or cancel it. Once an order has shipped it cannot be cancelled, amended or rerouted.

How to raise a claim

1. Get in touch within 7 days of delivery. Use our contact form or email and include your order number.
2. Send photos. Include a clear photo of the item, the fault, the outer packaging and the shipping label.
3. We review it within one business day. Most claims are approved on the spot.
4. Choose your outcome. A free replacement of the same item, or a full refund to your original payment method.

Exchanges

We do not operate a direct swap service, because holding an item while a return travels back to us would leave it unavailable for other customers. If an approved claim covers your item, we will send a replacement of the same product free of charge. If that product is out of stock, we will refund you in full instead.

Refunds at a glance

Refund method	Back to your original payment method.
Time to process	1–2 business days once your claim is approved.
Time to appear	A further 5–10 business days, depending on your bank or card issuer.
Return postage	Covered by us whenever the item is damaged, faulty or incorrect.

Items we cannot accept back

• Bags that have been used, washed, altered or damaged after delivery.
• Items returned without prior approval from our team.
• Personalised or made-to-order pieces.
• Clearance and final-sale items, unless they arrive faulty.
• Gift cards.

Your statutory rights

Nothing on this page affects the rights you have under consumer law in your country. If an item is faulty, not as described or not fit for purpose, you are always entitled to a remedy. Our full legal wording is set out in our Refund Policy, and delivery timings are covered in our Shipping Policy.

Your bag, your story.