Returns

RETURNS + EXCHANGES

If you change your mind on full priced items we are happy to provide store credit (in the form of a code to enter at checkout) for the original purchase price of the item, not including shipping costs, or an exchange if we have the item in stock, once the return is received.

Please contact us via email on info@felixandstone.com, include the reasons for the return, and attach a copy of your payment confirmation.

Items must be returned to us within 7 days of the original purchase and must be unused and in the same condition that you received it with all packaging intact (including labels, accessories and dust bag) as well as any gift with purchase received. Please allow 2 working days for your exchange to be processed.

The cost of shipping the returned item is the responsibility of the buyer and FELIX + STONE is not liable for loss or damage during transit of any product being returned. An exchange also requires payment of the shipping fee to re-ship your order. 

All items must be returned in appropriate packaging to protect the item and using a trackable courier service. Please note that bags must be sent in boxes, please do not fold or flatten the bag or compromise the structural integrity of the bag by using inappropriate packaging as this causes extensive damage and it will not be accepted for return or exchange.

FELIX + STONE reserves the right to reject the returns of goods which do not meet the eligibility criteria. If your item/s are returned showing signs of use or damage, we reserve the right to reject the refund or exchange request and will provide you with the option for us to send the item/s back to you at your expense or dispose of the item/s with no refund provided.

SALE ITEMS

Sale items are unable to be returned or exchanged and are non-refundable. Sale items include purchases made using a discount code.

CANCELLATIONS AND AMENDMENTS TO ORDERS

Unfortunately, we are unable to cancel or make amendments to an order after it has been placed if it has already been shipped.
This includes:
Change of delivery address
Change of item
Adding and/or removing items from the order
Applying discounts or including gift with purchase that requires a code
Full order cancellations
Please note that any order cancellations will incur a 5% restocking fee

DAMAGED / FAULTY ITEMS

We ensure our goods are of the highest quality. In the unlikely event that your item is faulty, FELIX + STONE will honour the Consumer Guarantees Act, 1993, and provide a repair or replacement of the item. Please contact us immediately upon receiving the damaged or faulty item or as soon as the fault is discovered (this is important to prevent further damages occurring) via email on info@felixandstone.com, outline the issue, attach photographs and a copy of your payment confirmation. 

Items must be sent back to FELIX + STONE at the address provided within 5 days of making first contact, unless otherwise agreed.

All items, including accessories included with the original purchase, must be returned to FELIX + STONE. 

Please note that we will not provide an exchange or refund for items that are found to be damaged due to wear and tear or misuse or not related to the manufacture of the item. Please refer to our care page for the best way to care for your FELIX + STONE items.

All items must be returned in appropriate packaging to protect the item and using a trackable courier service. Please note that bags must be sent in boxes, please do not fold or flatten the bag or compromise the structural integrity of the bag by using inappropriate packaging as this can cause extensive damage and may inhibit the ability to assess if there is a manufacturing fault present. 

TO NOTE

As our vegan leather bags are handcrafted, there may be minor inconsistencies and variations in size, colour, shape and design from that pictured. Please note that colour will also vary depending on your screen settings.

If you purchased your products from a stockist of FELIX + STONE, you are bound under that retailer’s Returns and Exchanges Policy and must return to the place of purchase for assessment.