HGBags is dedicated to customer satisfaction. If you wish to return your item, you must notify us within 14 days of item receipt. Your return will be subject to a 15% restocking fee and will be refunded to you in the form that you originally paid for your item. If you would like a store credit, we would be happy to reduce the fee to 5%. Returns for authenticity (NOT subject to a restocking fee) will only be accepted with an official authentication in writing from mypoupette.com at your expense. Simply contact our store to receive instructions on returning your purchase. The following conditions apply:
- Shipping is non-refundable*
- A 15% or 5% Restocking Fee applies (provided item is repacked carefully & without any wear)
- Sale items or items purchased with a coupon are FINAL sales and will not be taken as returns
- Pre-orders cannot be canceled prior to shipping without paying a 5% cancellation fee. A store credit can be given without any penalty.
*Items purchased originally with Free Shipping will have standard ground shipping fees deducted from the refund
Why the Restocking Fee?
Shipping to and from HGBags is at the client's expense and varies according to weight, size, shipping type and location. Shipping is via UPS in the domestic US and Ground shipping is offered FREE during promotional periods - any other expedited service from UPS will be offered at full price. A flat rate fee of only $30 will be charged for International Orders during promotional periods. Packages sent to Singapore, Hong Kong and Australia will be sent UPS Expedited Service with the flat rate fee and other express options will be offered at full price. Packages sent to all other countries will be shipped with USPS Express Mail with the Flat Rate Option - other express options will be billed at full price. Any order of a value of $1000 or greater, will have a signature required upon delivery . We pride ourselves on the fact that we generally ship orders within 24-48 business hrs of receiving your payment. If you pay for expedited shipping and require same day handling, please kindly e-mail us prior to checkout to make sure we can accomodate your request. Please realize that when we are running sales and/or coupon codes, handling time may be slightly delayed. We thank you for your understanding and your patience.
You might be wondering why we charge a 15% restocking fee for returns and may even be thinking that it's quite steep. Let us explain this policy...in an effort to offer current collections below retail, spend extra time in providing additional photo requests, and answer numerous e-mails on leather variations, there are certain services that we unfortunately cannot offer without an additional fee. Returns being one of them. Returns are time consuming (unpackaging, re-inspecting, re-inventorying, re-photographing, etc) and make inventory management difficult. In an effort to serve you better, we have recently reduced to the fee to only 5% for refunds issued as store credits. Thank you for your understanding.