Returns and refunds
DELSEY Paris guarantees total customer satisfaction. If you are not completely satisfied with your online purchase, you may return unused merchandise within 30 days of the original shipped date for a prompt refund. The Customer is responsible for return shipping and insurance on returns, except when defective or miss-shipped products are sent. We recommend you insure the package and keep the shipping receipt on hand until credit is issued. You will be refunded for the merchandise total, plus applicable sales tax paid. Shipping and handling charges are not refundable unless the product arrived damaged or the incorrect product was shipped. If you return any part of your order and that order was part of a promotion, any refund may be reduced. If we accept a return beyond the 30 days from the original shipment date, we will charge you a handling fee of 15% of the purchase price, which will be deducted from the refund or credit to which you are entitled.
To initiate the returns process:
For orders placed after October 3, 2022, click here to request a return. For orders placed before October 3, 2022, please contact us. Please send the product in the original shipping box to:
Your credit card will be credited for the price of the bag and any taxes when we have received and processed your returned item. Please allow 14 business days for us to process your return. Please note that credit card companies vary on the time it takes for credit to appear on their customer’s records. Please allow one to two billing cycles for the refund to appear on your statement.
Colors displayed on our website may vary from the actual fabric color due to screen resolution or individual interpretation. We make every effort to ensure that the images on our site accurately represent our products. You can email us at email@example.com if you have any questions regarding a product prior to purchase.
No Exchange Policy
We do not accept orders or items for exchange. If you need a different size, color or product please return your item(s) for a refund and place a new order at your convenience. Placing the new order now just ensures that you will receive it quickly, and that it won’t go out of stock.
Returning Damaged or Incorrect Merchandise Purchased Online
**Please be advised, if you ship back your damaged or defective item at your own expense, DELSEY will not provide any reimbursement for your shipping cost. Please ensure that you wait for approval and a return label to be provided by a customer support agent.**
Damaged/Incorrect items must be reported within 30 days of your order's ship date. If we are notified of damaged/defective merchandise after this timeframe, we will not be able to process your request. If your merchandise was damaged in transit, is defective, or is not what you ordered, please contact our customer service team to assist. We will ask you to provide photos of the product for our internal research purposes. If we determine that the product is damaged/incorrect, our customer service team will provide you with a pre-paid return label and shipping instructions. Once we receive the item and have validated the damage/defect, you will be refunded the price of the item as well as any applicable taxes and shipping costs. Refunds will be issued in the original form of payment used to purchase the item. If you need the order quickly you may place another order, while you wait for your refund.
Lost in Transit
All lost in transit issues must be reported within 30 days of your order's ship date. If we are notified of a lost package after this timeframe, we will be unable to process your request. If you are reporting a lost package please ensure that you have taken the following steps prior to contacting customer service.
- Check the immediate area; including any mailbox, garage, porch, front desk, leasing office, neighbor, or anyone that may have signed or picked the package.
- Please also track your package online to see if there are any special instructions or updates listed.
If you are still unable to locate your package, then please contact our customer service team. We will contact the carrier and provide a resolution for you on a case-by-case basis.
Terms of Sale
This Returns & Refunds Policy is incorporated by reference into the Terms of Sale.
How to Contact Us
If you have any feedback, comments, questions, requests and/or other communications regarding returns and refunds, please contact us.