We have a 30-day “love it or return it” guarantee. This means that if you decide that you don't love your Sash for any reason at all, you are welcome to exchange it for another Sash or return it for a full refund. RETURNED BAGS MUST BE IN "'LIKE NEW" AND RESELL-ABLE CONDITION TO BE ELIGIBLE FOR A REFUND OR EXCHANGE. Shipping costs are non-refundable. The 30 day timeline begins on the day your bag was delivered. Late refund requests will not be accepted. To process a return, please contact us at firstname.lastname@example.org.
Please note that we do not process the exchange or refund until the bag has been received by us and the condition of the bag has been reviewed and approved for return. Therefore, returns can take up to 14 days once received. Sash Group, Inc. is not responsible for any item left inside the bag when returned so please insure that you have removed all valuables before shipping back.
If you paid using Sezzle, your refund will be issued by them. As they are a third-party vendor, we are unable to refund directly. For more information, see their website and help center here.
Customs/duties paid on international orders are also non-refundable
***If a free shipping code or promotion was used when purchasing, the refund amount will be for the bag itself less the amount it cost for us to ship it to you.
Sash Bags come with a six-month warranty against manufacturing defects. Bags with verified manufacturing defects are eligible to be replaced with the same, or comparable style if the original styles is not available. Some examples defects include broken zippers, loose stitching, defective snaps/straps or sewing design defects. It does not cover issues such as slight imperfections in the distressed leather, fringe getting ripped off, excessive usage, attracting lint, scratches/soiling/marks due to normal use, water damage, fading due to sun exposure, or damage due to improper care. We highly recommend that the care instructions we provide be followed to safeguard against the elements.
If your bag requires replacement, the warranty does not renew upon delivery of a replacement. The warranty is valid for six months from the original delivery date for the original bag.
When the return is due to a valid manufacturing defect, we will refund the return shipping up to $18 in Canada. To receive the reimbursement, email a copy of your shipping receipt to email@example.com.
Sash will be responsible for any international customs or duties for a bag that must be replaced due to a defect.
VIP and Clearance or Lash.live and Comment Sold Sale Bags:
All Sash bags sold during live sales, our VIP Facebook group, or as clearance are FINAL SALE ONLY. The 30 day guarantee and one year manufacturing warranty against defects do NOT apply. For more info on purchases made through Lash.live or CommentSold, please see here. Warranties are also non-transferable. Should you purchase a Sash via another vendor or other private customer at your own discretion, the warranty is void. Sash Group, Inc. is not responsible for the warranty/shipping/payment on any bag that has been purchased through anyone other than us directly. For the Sash bags bought as "first chance / early bird special" via the VIP group that are brand new (non-defectives), the warranty still applies.
If at any time you need to cancel before your order has been sent, you can do so for a full refund. We can only refund via the method used to make the purchase. If for some reason this method is no longer available, we can send a paper check to the address of record. Once we have issued a refund (non-paper check), the time it takes your banking institution to complete the request can vary. Please allow sufficient time for it to credit back, and contact your credit/banking institution if you have any further concerns.
Due to high demand from customers, we sometimes allow pre-orders of certain styles that we know are going into production at a later time. Your card is charged at the time the pre-order is placed as that is what guarantees your Sash above other paying customers. Should you need something sooner than the estimated arrival date for your pre-order, we recommend you chose an in-stock option that will better suit your timing.
Shipping rates are calculated based upon your specific address as the last step before check out. It varies by region and Canada Post’s rates. We ship to the address provided by the customer, exactly as it is typed in. It is the customer’s responsibility to make sure this is entered correctly. Our system will send out an order update with tracking information when it is on its way (make sure we are added to your list of contacts so it does not re-route to the spam folder to receive these). Sash Group, Inc. is not responsible for lost, stolen or delayed packages for any reason. If your package was not delivered as expected or as recorded in the tracking, wait 24 hrs, then reach out to us. We do insure the package contents and if an insurance claim needs to be filed, our fulfillment center will process the inquiry and Canada Post will likely contact you for more information. We highly recommend that you double-check your address upon placing your order as Canada Post will not honor a claim on a package that was delivered to an address provided that is incorrect and we will not dispatch a new bag for a claim that is not accepted due to customer error. A replacement will not be sent until the claim has been accepted.
Shipping of Multiples:
When placing an order for multiple Sash bags, we will send the order only when it can be completed in its entirety. If you would like an in stock item to send before a pre-order on the same order, we recommend placing the orders separately so they ship as soon as available. If your order has already been placed and you need them shipped separately, email us at firstname.lastname@example.org and we will be happy to help can help.
Each product description states whether it is in stock, or if it’s a backordered or pre-order item. Please note that on items that are not in stock, delivery times are estimates based on manufacturing times. If there's going to be an additional delay, we will reach out to you via email. To ensure you receive such notifications, please be sure not to "opt-out" of receiving email communication from Sash.
When items ordered are in stock, we ship within 3-5 business days from the date the order was placed. If placed after 5pm, the following business day is considered the order date.
For orders placed on lash.live, or CommentSold please allow an additional 7-10 days for processing.
If you have more questions, please sent us an email to email@example.com. Please note that we answer emails in the order they are received Monday through Friday, from 9am to 5pm (Pacific).