Refund policy

Last updated: September 17, 2025

Thank you for choosing CloseLook. Each bag is crafted to order. Because of this bespoke process, most purchases are final sale.

1) Made-to-Order / Final Sale

  • Handbags & customized items: Final sale and not eligible for returns or exchanges once the order is placed.
  • Natural variations in textiles (e.g., Kente, croc emboss, raffia-inspired weaves, cow patterns) and color across screens are not defects.

2) What is eligible

We’ll make it right if:

  • You received a defective, damaged-on-arrival, or wrong item; or
  • A non-custom accessory (e.g., strap) qualifies for return within 14 days of delivery, unused and in original packaging with tags/authentication intact.

3) Order changes & cancellations

  • Request a change or cancellation within 12 hours of purchase: contact@shopcloselook.com.
  • After 12 hours, production may have begun and the order is locked (no cancellations/refunds).

4) If your item is defective/damaged/incorrect

Contact us within 7 days of delivery at contact@shopcloselook.com with your order number, photos/video of the issue and packaging, and a brief note.
Resolution order: (1) repair where feasible → (2) replacement → (3) store credit or refund to original payment method if repair/replacement aren’t possible.
We provide a prepaid return label for approved cases. Inspection typically takes 3–5 business days after receipt.

5) Returns for eligible non-custom accessories

  • Email contact@shopcloselook.com within 14 days for an RMA.
  • Customer pays return shipping. Original shipping is non-refundable.
  • Upon approval/inspection, we issue store credit (default) or a refund.

6) Shipping issues

  • Risk of loss transfers to the carrier at handoff. Carrier delays, weather, or customs are not grounds for refund.
  • For lost/stolen packages, file a carrier claim; we’ll assist where possible. Consider route/package protection at checkout.

7) International

  • Duties/taxes are the customer’s responsibility and non-refundable. Refused/returned packages due to unpaid duties or wrong addresses can be reshipped for an additional fee.

This policy does not limit any rights under applicable consumer laws.