Shipping & Returns

Not quite right? We want you to love your EAU BAGS, and we’re here to make the returns process as simple as possible. Before getting started, please take a moment to review our returns guidelines below.

To start your return, please click here. 

Change of Mind 

Changed your mind? We accept change-of-mind returns within 7 days of delivery. Items must be unused, in their original condition, with all tags attached, and returned flat rather than folded or scrunched.

Return shipping costs are the responsibility of the customer, unless otherwise agreed or covered by return protection purchased at checkout.

Faulty and/or Damaged 

If you believe your EAU BAGS item has a fault, please start your return here. You will be asked to describe the damage to your item and upload a photo showing the issue.

As each piece is handcrafted using recycled nylon, slight variations are a natural part of the process. These characteristics are part of what makes each bag unique and are not considered manufacturing faults. This includes, but is not limited to: minor pulls along stitch lines, small holes under 5mm inherent to recycled material, colour or textural variations between batches, natural markings, visible thread ends, minor size or shape differences, subtle weaving variations, gradual colour fading over time, and minor surface irregularities.

These characteristics are inherent to handcrafted pieces made from recycled materials and do not affect the functionality of the bag.

Damage occurring outside the 3-month manufacturing fault period is generally considered normal wear and tear and is not covered under our fault policy.

If a significant manufacturing fault is identified, such as substantial tears, broken straps or structural issues that affect the bag’s usability, we’ll arrange a replacement where possible or provide a full refund. Where a return is required for an eligible fault, we’ll cover return shipping with a prepaid label.

If you’re unsure whether an issue qualifies as a fault, please contact our Customer Care team at [email protected]. We’re always happy to help.

Free Returns Coverage 

At checkout, you have the option to add return coverage for extra peace of mind. If selected, your return shipping label is included, allowing you to return eligible items for a refund or exchange without paying return shipping costs. Your order is also protected if an item is lost or damaged in transit.

If you choose not to add return coverage, you can still return eligible items in line with our Returns Policy, but the cost of return shipping will be your responsibility.

All returns remain subject to the guidelines outlined in our Returns Policy.

Sale Items 

All sale purchases, including Perfectly Imperfect pieces, are final sale and are not eligible for return, exchange or refund unless the item is deemed faulty in accordance with our Faulty or Damaged Items policy and applicable consumer law.

Terms & Conditions

Returned items must be unused, in original condition, and returned with all tags and packaging intact. Items showing signs of wear may not be eligible.

Return requests must be initiated within 7 days of delivery.

Refunds are issued to the original payment method and may take 7-10 business days to process once approved.

Exchanges are subject to availability. EAU BAGS reserves the right to make the final decision on all returns, exchanges, and disputes, and to update these terms at any time without prior notice.