Returns & Refunds

Last updated · 2026

Return Policy

Returned items must comply with our returns policy:

Notify us of your wish to return the items by contacting us.
If our customer satisfaction team determines that your request is eligible, you will be provided with specific instructions depending on the country.
Please label the parcel as 'Return'.

Please note that:

The item(s) must be returned in their original packaging. No refunds will be issued for an item returned in a used or damaged condition.
The return of the goods is at your own cost. For your own protection, we recommend that you use a recorded delivery service.
For your protection, please insure the package for the full amount of the invoice plus shipping charges. Ache will not be responsible for items lost or damaged during shipping.
Contact us before posting any items back to Ache.
You must request an exchange within 14 days of receiving the item.

Once the returned parcel reaches us, you will receive a confirmation and the refund will either be issued to the original credit card used to place the order (excluding shipping cost), or as Ache store credit.

Please allow 5 business days for the refund to appear on your debit or credit card account.

Frequently Asked Questions

What is your refund policy?

What if I received a damaged bag?

You must request an exchange within 14 days of receiving the item. All return conditions apply to exchanges as well.

Can I return a custom or made-to-order bag?

Custom and made-to-order pieces are crafted individually for you and therefore cannot be returned, exchanged, or refunded. The only exception is a genuine production defect — in that case we will repair or replace the piece at no cost. Please contact us within 14 days of receiving your order with photos of the issue.