Refund policy
Last updated: October 21, 2026
30-Day Return Policy (General Returns)
You may request a return within 30 days after receiving your item.
To be eligible for a return, your bag must be in the exact same condition in which you received it: unworn, unused, clean, and with all original tags, dust bags, straps, and protective packaging intact. You will also need your order number or proof of purchase.
How to Start a Return
Before returning any item, you must contact Cuirae by email at support@cuirae.com with your order number and the reason for your return, and receive confirmation of the return arrangements and shipping instructions. Please do not send any item back before these arrangements have been confirmed. Items sent back without prior authorization will not be accepted or eligible for a refund.
- Return Shipping Costs (Non-Quality Issues): For returns due to personal preference (such as a change of mind, size, style, or color preference), the customer is responsible for all return shipping costs. We recommend using a trackable shipping service, as Cuirae is not responsible for lost return packages.
Damaged, Defective, or Incorrect Items (Product Quality Issues)
Please inspect your order as soon as it arrives. If you discover a product quality issue or receive an incorrect item, please email support@cuirae.com within 7 days of delivery with the following details so we can evaluate the issue promptly:
- Your order number.
- Clear photos or videos showing the defect or issue.
- A photo of the original shipping packaging with the tracking label clearly visible.
Once our team reviews the evidence and confirms the product quality issue, we will offer a free replacement or a full refund. If a return is required, Cuirae will cover the return shipping costs for confirmed product quality issues.
- Note on Genuine Leather & Exclusions: Because our bags are crafted from genuine cowhide leather, natural variations in grain texture, minor creases from transit packaging, minor loose threads, or slight color differences due to monitor displays are normal characteristics and are not considered manufacturing defects. Additionally, damage caused by improper opening of the package (e.g., cutting with scissors or box cutters), accidental damage, improper care, or normal wear and tear is not covered.
Sale Items and Exceptions
Discounted or sale-priced items are eligible for our 30-day return policy unless the product was clearly marked “Final Sale” before purchase. Gift cards and personalized or custom-made items are non-returnable. Please contact us before purchasing if you have questions about a specific item.
Exchanges
If you would like to exchange an item for a different style or color, please contact support@cuirae.com. The fastest way to ensure you get what you want is to initiate a return for the item you have, and once the return is approved, place a new order for the desired item.
Refunds
Once we receive and inspect your returned item (or confirm a returnless refund for eligible quality issues), we will notify you of the approval status. If approved, your refund will be issued automatically to your original payment method within 10 business days. Original shipping charges, including expedited shipping fees, are non-refundable unless the item was damaged, defective, or incorrect.
Please note that your bank or credit card issuer may require additional time to process and post the refund to your account. If more than 15 business days have passed since we approved your refund, please contact us at support@cuirae.com.
1-Year Limited Warranty
Cuirae offers a 1-year limited warranty from the date of delivery covering manufacturing defects in materials and workmanship (such as faulty hardware, zippers, or structural stitching under normal use). This warranty does not cover normal wear and tear, scratches, leather aging/patina, water damage, stains, or damage caused by misuse, accidents, or improper storage. To make a warranty claim, please email support@cuirae.com with your order number and photos of the issue.
Questions
For any questions regarding returns, refunds, or our warranty, please contact us at support@cuirae.com.