Refund and Returns Policy
This page applies to any bag bought on prettypettymerch.com that you want to send back, whatever the reason, and to the money that comes back to you.
Until 30 days after delivery
Return window: the period during which a return can be requested, counted in calendar days from the delivery date the carrier’s scan records. It is 30 days. A bag delivered on Wednesday, Nov. 18, 2026 can be sent back if your request reaches support by Friday, Dec. 18, 2026. Weekends count. Send the request by email or through the Contact Us page before the window closes; the bag itself may travel after that date, within the limit set further down.
If the bag arrives damaged or faulty
Damaged bag: a bag with a fault that was there when the package was opened, such as a torn seam, a zipper that does not run, a snapped strap, a missing stud or a scuff through the surface. Take photos of the fault, of the inside tag or label and of the package, and get them to support no later than 14 days after delivery. Support answers within 3 business days. The choice of a replacement or a full refund is yours, and in most cases the damaged bag stays with you.
If the bag in the box is a different one
Wrong bag: a style, color or size other than the one named on your confirmation. Photograph the bag and its tag and write to support within 14 days of delivery. You get the right bag or a full refund. The wrong bag is only asked back when it can be returned cheaply, and then the postage is paid for you.
Unless the bag matches its listing
Not as described: a bag that differs from the maker’s figures and the description on its listing in a way the listing did not allow for. Every size, strap drop and weight on a listing is the maker’s figure, and a soft PU bag can differ from it by up to 2 cm (about 0.8 in). A bag more than 2 cm off in any one dimension, a color plainly different from the one named, a missing pocket the listing counted or a strap that does not adjust when the listing says it does all count as not as described. Measure the bag flat and empty, lay a tape across it for the photo and report within 14 days of delivery. The bag is treated as our mistake, so you pay no postage.
If a bag has to come back
Eligible return: any bag bought on this site, returned within the window and in the condition described below. The reason does not matter. A bag that hangs badly, a color that disappoints or a size smaller than you pictured can all come back. What changes with the reason is who pays the postage.
If the reason is a change of mind
Change of mind: a return for any reason other than a fault, a wrong bag or a listing error. No explanation is needed. The original $5.90 shipping charge stays where it is, and the postage to the return facility is yours to pay.
Whenever postage has to be paid
Return postage: the cost of sending the bag back. Two cases:
- Change of mind: the international postage to China is yours, a tracked service is required, the receipt should be kept, and the $5.90 shipping charge stays with the original delivery.
- Our mistake, meaning a damaged or faulty bag, the wrong bag or a bag not as described: you pay nothing. The $5.90 is refunded if you paid it. If the bag does have to come back, the postage on your receipt is refunded with the bag.
A partial return never costs the rest of the order its free delivery. Keep $59.98 of a $75.97 order and send back the Women’s Faux Leather Crescent Shoulder Bag in Coffee Brown at $15.99, and the refund is $15.99, with no shipping charge added to the bags you keep.
Once the RMA names the return facility
Return facility: the place that receives returned bags. It belongs to our partner and it is in China. Its full address is printed in the RMA email and nowhere else. Postage to China costs more than a domestic label, so weigh that cost against the price of the bag before starting a change-of-mind return. The apartment in Maywood, Illinois that appears in our footer is a mailing address for the company; it holds no stock and cannot process a bag sent there.
If a restocking fee is expected
Restocking fee: an amount some stores keep from a refund to cover handling. Here it is $0. Nothing is deducted from the price of a returned bag.
Unless the bag is still unused
Unused: carried only to try in front of a mirror, with no wear marks on the base, corners or strap, with the tags and the dust bag kept where the maker supplied them, with every pocket empty and with no perfume, makeup or smoke transferred to the lining. A bag that fails this check is sent back to you at your cost, or kept and refunded at a reduced amount if you prefer, and the refusal email carries photos of the problem.
If a bag seems excluded from returns
Non-returnable bag: a category of product excluded from returns. There is none. Any bag sold here can come back inside the window. The condition rule above is the only thing that can stop a return.
Unless a listing says final sale
Final sale: a sale with no right to return. No bag on prettypettymerch.com is sold that way, and no clearance price or discount turns a bag into a final sale. A change would be printed on the listing before checkout, never after.
Once the return is decided
Return request: the message that starts a return. Five steps:
- Write to support, by email or with the Contact Us form, before the 30 days run out.
- Put the confirmation number in the subject line.
- Name the bag and the reason, and attach photos if the reason is a fault, a wrong bag or a listing error.
- Watch for the RMA email, due within 1 business day, carrying the RMA number and the return address.
- Post the bag within 15 days of the RMA email, with the RMA number written on a note inside the package. An RMA dated Friday, Nov. 20, 2026 means the bag is posted by Saturday, Dec. 5.
Until the RMA email arrives
RMA: the return merchandise authorization, an email with a number and the one address that can receive a PrettyPettyMerch return. Do not post anything before it arrives. Copy the address exactly. Write the RMA number on the customs form where the carrier asks for a description, and on the note inside.
If a different bag is wanted instead
Exchange: a swap of one bag for another. There is no direct swap. Send the first bag back under this page, then order the second one as a fresh purchase. The new order follows the normal 12 to 15 business days, so place it as soon as you know which bag you want rather than waiting for the first one to reach the facility.
Once the facility has checked the bag
Money back: the refund, returned to whichever card or PayPal account paid. Within 7 business days of the bag reaching the return facility and passing its check, the money is on its way back, and an email tells you the day it leaves. Allow 5 to 10 further business days for your bank or PayPal to post it. A bag checked on Monday, Dec. 7, 2026 has its money back on the way by Wednesday, Dec. 16, 2026. Only the card or account that paid can receive the refund.
If the carrier brings the package back to the partner
Returned to sender: a package the carrier could not deliver, for a wrong address or because nobody collected it from a pickup point in time. The bag price is refunded once the package is back with the partner, and the $5.90 shipping charge stays with the delivery that was attempted. If the address error was ours, everything is refunded, shipping included.
If the package never arrives
Lost package: a package the carrier declares lost, or one that a 6-business-day trace fails to find. The choice of a replacement or a full refund is yours. The Shipping Policy explains when the trace opens.
Until 9 hours have passed since the order
Cancellation: the order stopped before dispatch, with everything paid returned. Email support within 9 hours of placing the order, with the confirmation number and the word cancel, and the full amount comes back within 3 business days. The same window covers a change of delivery address. After 9 hours, or once the package is dispatched, the bag has to come back as a return.
If a bag reaches the facility unannounced
Unapproved return: a bag posted without an RMA number, or sent to any address but the one printed in the RMA email. The facility cannot match it to an order. Its refund waits until the package is found and identified, which can take weeks, and a bag sent to the Maywood apartment is not refunded until it is forwarded on at your cost. One email before posting avoids all of that.
Whenever you need a person
| Who | What they do |
|---|---|
| You | Ask within 30 days of delivery, keep the bag unused, post it within 15 days of the RMA email |
| Support | Sends the RMA within 1 business day, decides a damage report within 3 business days |
| The return facility in China | Receives and checks the bag |
| Your bank or PayPal | Shows the money back 5 to 10 business days after it leaves |
| Support, in person | Email contact@prettypettymerch.com, call +1 (708) 621-4769 on weekdays, 8:00 AM through 4:00 PM Central Time, or send the form on the Contact Us page; every message is answered no later than 1 business day after it arrives |