![Aquila Tote Bag - Coffee Brown - [PRE-ORDER]](http://shopwhiteelm.com/cdn/shop/files/CoffeeAquilaFront_a5393631-c6b4-4988-b3c0-79aa46413ae7.png?crop=center&height=950&v=1746025823&width=800)
Return Requests:
- All return requests must be initiated within 30 days of receipt of the item. To initiate a return request please use our RETURN PORTAL. Once the return is approved, please package up your item in the original packaging (if available) and ship it back using the return instructions given. Please include your name and order number in the package. Once your return is received, please allow up to 3 business days for a refund.
- Please note: To receive a full refund, you must ship the item back within 14 days of return approval and the item(s) must be in the original new, unused, and undamaged condition. All original packaging MUST be intact (plastic handle covers, hangtags, zipper pull covers, dust bag, all included straps, included tassel keychain if applicable, etc.) If the items have signs of wear, use, damage, or odor, or are missing the original packaging or components, the return will be refused and you will be responsible for purchasing a shipping label to have the bag returned to you. We do not cover the cost of shipping refused returns back to you. If your return is refused, you'll need to provide a label to have your items returned to you, or we can invoice you for the cost of a label to ship your items back to you. If we do not receive a label or payment for a label within 7 days of your return being refused, your items will be disposed of or donated to charity. Shipping charges, insurance, signature deliveries, and shipping warranties are not refundable.
Outlet Items: All outlet items are final sale. No returns, refunds, exchanges or warranty on outlet items.
Return Shipping: Return shipping is the responsibility of the customer. A pre-paid label will be offered with your return and the cost will be deducted from your return.
- The cost is: $4 for packages up to 13oz., $12 for packages up to 5lbs. and $8 if returning for store credit
- If you are returning a package over 5lbs., you must purchase your own label or reach out to us at support@shopwhiteelm.com for a prepaid label (cost will be quoted at the time of request)
- Facebook, Instagram & TikTok Shop Orders: We are not able to debit your return for a pre-paid label. You must pay for your return label in advance or provide your own label. We are not able to issue partial refunds on Facebook, Instagram or TikTok Shop orders, so all items in the order must be returnable AND in their original condition to receive a refund. If part of the order is returned or a restocking fee needs to be applied we will issue store credit in place of a refund, or you may have your items returned to you (return label fee applies).
Incorrect or Missing Item(s): If you did not receive the item(s) you ordered or received an incorrect item, please reach out to us within 3 days of receipt. If you received the wrong item due to your order being incorrectly placed, you will need to return the item and reorder the correct item you wish to have.
Damaged / Defective Item(s): If your item(s) were received damaged or defective, please send a photo of the bag with packaging still attached, the packaging it was mailed in, and a closeup of the defect/damage to support@shopwhiteelm.com within 3 days of receipt.
Warranty: We offer a 90-day limited warranty. Our full warranty information can be found HERE.
