The short version
- 30 days from delivery to tell us you want to return something.
- Items must be unused and unopened, in the packaging they arrived in.
- We pay return shipping when the item is faulty, damaged in transit, or not what you ordered. Otherwise you pay it.
- Refunds go back to the original payment method, within 14 days of us receiving the return.
- No restocking fee, ever.
Return window
You have 30 calendar days from the date your parcel is delivered to request a return. The request has to reach us inside that window; the parcel itself can arrive afterwards, provided you send it within 14 days of the return being authorised.
Condition we accept
Because our containers are intended to hold cosmetics and toiletries, we can only resell an item that has never been filled or used. To be accepted, a return must be:
- unused, with no residue, scent, marks or hair inside any compartment;
- unopened where the item is sealed — this applies to bottle, jar and decanting sets;
- complete, including funnels, label sheets, dividers and any insert;
- in its original packaging, which may be opened carefully but should not be discarded.
Trying a pouch for fit — opening it, holding your items against it, checking whether the lid closes — does not count as use. Filling a bottle does.
If a returned item arrives in a condition we cannot resell, we will contact you with photographs before making a decision, and we will either return it to you at our cost or agree a partial refund with you.
How to start a return
- Email support@sanddhandbag.shop with your order reference and the items you want to return, or call +1 555 805 4322 during Monday to Friday, 9:00–17:00 Eastern Time.
- We reply within one business day with a return authorisation and the return address. Please do not send anything back before you have that address — parcels sent to our registered office without authorisation may be refused.
- Pack the items so they arrive undamaged, and include the authorisation reference in the box.
- Send the parcel with a tracked service and keep the receipt until your refund appears.
Who pays return shipping
- We pay when the item is faulty, was damaged before it reached you, or is not what you ordered. We will send a prepaid label or reimburse a tracked service at cost.
- You pay when you have simply changed your mind, or ordered the wrong size. We recommend a tracked service; until the parcel reaches us, it remains your responsibility.
- Original outbound shipping is refunded in full when the return is our fault. For a change of mind on a partial return, outbound shipping is not refunded; for a change of mind on a whole order, we refund the standard outbound rate.
- Import duties paid on an international order are not refundable by us. You may be able to reclaim them from your own customs authority using the return paperwork.
How the refund is paid
Refunds are issued to the original payment method. We process them within 14 days of the returned parcel reaching us, and usually much sooner. Your bank may take a further 3 to 10 business days to show the credit. We do not offer store credit in place of a refund unless you specifically ask for it.
Faulty or wrong items
If something arrives faulty, damaged or incorrect, tell us within 14 days of delivery and send a photograph if you can. We will replace it or refund it in full, including all shipping, and we will pay for the return. This is in addition to your statutory rights, which are not affected by anything on this page.
A fault means a manufacturing or material defect: a failed seam, a zip that will not run, a cracked shell, a closure that does not seal. Wear from normal use, and damage caused by using an item outside its stated limits — soaking it, filling it with something hot, putting it in a dishwasher or washing machine — are not faults.
Exchanges
We do not run a separate exchange process, because it slows everything down. Return the item for a refund and place a new order for the one you want; if the replacement is going to the same address we will refund the shipping on the second order.
EU and UK right of withdrawal
If you are a consumer in the European Union or the United Kingdom, you may withdraw from the contract within 14 days of receiving the goods, without giving a reason, by telling us in a clear statement. You then have 14 days to send the goods back, and we refund within 14 days of receiving them or of proof that you sent them, whichever is earlier. You are responsible for the direct cost of returning the goods and for any reduction in their value caused by handling beyond what is necessary to establish their nature and function. Our 30-day policy above is more generous and runs alongside this right.
What we cannot take back
- Items that have been filled, used, or cleaned.
- Sealed bottle, jar or decanting sets where the seal has been broken.
- Custom or bulk orders made to your own compartment specification, once the sample is approved.
- Items returned without a return authorisation, or received more than 44 days after delivery.
None of these exclusions apply where the item is faulty.
Disputes and chargebacks
If something has gone wrong, please contact us first — most problems are solved the same day. If you remain unhappy, write to support@sanddhandbag.shop with “dispute” in the subject line and a member of the team who was not involved will review the case and reply within five business days with a final position and the reasons for it.
You are always free to raise the matter with your card issuer or payment provider. If you do, we will provide them with the order record, the delivery evidence and the correspondence. We would rather resolve it directly, but nothing here restricts your right to use their process, or to pursue a claim under the consumer law of your country. Disputes not resolved between us are subject to the governing law stated in our terms.
Contact
LE MELANGE, LLC, 10232 Clubhouse Turn Rd, Lake Worth, FL 33449, United States. Email support@sanddhandbag.shop, telephone +1 555 805 4322, Monday to Friday, 9:00–17:00 Eastern Time.