FAQ
Pre-Orders
What is a pre-order?
A pre-order lets you reserve a bag or accessory before it's officially in stock — perfect for limited-edition drops and new arrivals. You secure your piece early; we ship it to you as soon as it's ready.
When will my pre-order ship?
Estimated ship dates are listed on each pre-order product page. We'll send you an email update as soon as your order is fulfilled. Timelines can shift slightly due to production schedules — we'll always keep you in the loop.
Can I cancel a pre-order?
Partially paid pre-orders may be canceled before fulfillment. Please contact us as soon as possible if you need to make a change. Once an order has shipped, our standard return policy applies.
Shipping
How long does order processing take?
All orders are processed within 2–3 business days of purchase (excluding weekends and holidays).
Do you ship internationally?
Yes! We ship worldwide via DHL. For a full list of supported destinations, visit our International Shipping page.
Who is responsible for import duties and taxes?
International customers are responsible for any import duties, customs fees, or local taxes assessed upon delivery. These charges vary by country and are not included in your order total.
How will I know when my order ships?
You'll receive a shipping confirmation email with a DHL tracking number as soon as your order leaves our hands.
Returns & Exchanges
What is your return policy?
We accept returns and exchanges within 30 days of delivery for items in unworn, original condition. A 15% restocking fee applies. Returns must be postmarked within 7 days of approval.
Are any items final sale?
Yes — Thigh Bags and FlagBags are final sale and are not eligible for return or exchange.
How do I start a return or exchange?
Reach out via our Contact page with your order number and reason for return. Our team will review your request and provide a return authorization within 1–2 business days.
Product Care
How should I care for my Frangipani Palm bag?
To keep your bag looking its best:
- Wipe clean with a soft, damp cloth — avoid harsh chemicals or abrasive materials.
- Store in a cool, dry place away from direct sunlight to preserve color and texture.
- Avoid prolonged exposure to water or extreme heat.
- When not in use, stuff lightly with tissue paper to help the bag retain its shape.
Sizing & Materials
What materials are used in your bags?
Each bag is crafted with quality materials selected to reflect our Caribbean-inspired aesthetic — from vibrant woven textiles to structured vegan leathers. Specific material details are listed on each individual product page.
Still have questions?
We'd love to hear from you. Contact our team and we'll get back to you within 1–2 business days.