Refund policy

Return & Refund Policy

Last updated: [23/07/2026]

At Maciele, every bag is inspected before it leaves our warehouse. We want you to be fully satisfied with your purchase. If you are not, you may return your order within 30 days of delivery, subject to the conditions below.

1. Summary

  • Return window: 30 days from the date of delivery.
  • Condition: unused, unworn and in its original condition, with all tags, dust bag, protective materials and packaging.
  • Refund method: to your original payment method.
  • Refund timing: within 14 days after we receive and inspect your return.
  • Exchanges: available for another colour or item, subject to stock.

2. Your Legal Rights

This policy is offered in addition to, and does not affect, your statutory rights as a consumer. If you are a consumer in the European Union, the United Kingdom or another country with mandatory consumer protection laws, you have a legal right to withdraw from a distance purchase within 14 days of receiving your goods, without giving any reason, and a legal guarantee of conformity for faulty goods. Our 30-day return window is more generous than the statutory minimum and applies to all customers.

3. Eligibility for Return

To be eligible for a return, your bag and any accessories must be:

  • Returned within 30 days of delivery.
  • Unused, unworn and unaltered, with no signs of carrying, wear, scratches, marks, creases, stains or odours (including perfume, smoke or cosmetics).
  • Complete, with all original tags, authenticity or care cards, dust bag, inserts, protective stuffing and original packaging.
  • Accompanied by your order number or proof of purchase.

You may try on or carry the bag indoors for a short time to check size and fit, as you would in a shop. Please do not remove protective films or tags unless necessary, and do not use the bag outdoors.

4. Items That Cannot Be Returned

  • Personalised, monogrammed, engraved or made-to-order items, unless faulty or incorrect (these are made to your specification).
  • Bags that show signs of use, wear, damage caused after delivery, alterations or missing components.
  • Gift cards.
  • Items marked "Final Sale" at the time of purchase, where permitted by law.

Nothing in this section limits your legal rights for faulty or misdescribed goods.

5. How to Start a Return

  1. Email us at hello@maciele.com within 30 days of delivery with your order number, the item(s) you wish to return and the reason (optional for withdrawal under law).
  2. We will reply within [1–2] business days with your return instructions and the return address.
  3. Pack the bag securely in its original packaging, with the dust bag and all accessories. Please do not use the product box as the outer shipping carton.
  4. Ship your parcel with a tracked and insured service and keep your proof of postage until your refund is confirmed.

Please do not send items back without contacting us first. Returns sent without authorisation may be delayed or refused.

Return address:
KN GLOBAL MEDIA LLC
30 N Gould St Ste R
82801
Sheridan

6. Return Shipping Costs

  • You are responsible for the cost of returning the item, unless it is faulty, damaged on arrival or incorrect.
  • If the item is faulty, damaged or incorrect, we will cover the return shipping cost or provide a prepaid label.
  • Original shipping charges are refunded only where required by law (for example, when you exercise your statutory right of withdrawal, we refund the standard delivery charge) or where the return is due to our error.
  • We recommend a tracked and insured service. We cannot be responsible for items lost or damaged in