Returns &
exchanges.

The short version

Everything below is the same policy, in detail, for the situations where detail matters.

Your return window

You may return any Averlin piece within 30 days of delivery for a full refund, or within 60 days for an exchange or store credit. The window runs from the date the carrier records delivery, not the date you opened the box.

Condition we accept

• Unused and unworn, with no scuffing, scent, or marks on the leather or lining.
• All hardware, straps, dust bag, care card and tags included.
• Packed so it survives the journey back — the original box is ideal, any sturdy box is fine.

What we cannot take back

• Monogrammed or personalised pieces, unless the piece is faulty or we made an error.
• Made-to-order and bespoke commissions, which are cut specifically for you.
• Pieces that have clearly been carried, or that arrive without their hardware or dust bag.
• Gift cards.

How to start a return

1. Email returns@averlin.com with your order number and, in one line, what you'd like to happen — refund, exchange or credit.
2. We reply within one working day with a prepaid, tracked return label.
3. Pack the piece with its dust bag and tags, attach the label, and drop it at any carrier point.
4. We inspect on arrival — usually the same day — and confirm by email.

No forms, no restocking fee, no argument about whether you liked it enough.

Exchanges

Exchanging for a different hide, size or model is the fastest route. Tell us the piece you want when you request the label and we will:

• Reserve the replacement in your name for 21 days.
• Ship it the day your return is scanned into our atelier — you're not waiting for the refund cycle.
• Charge or refund only the difference in price, at the price you originally paid.

One free exchange per order. Further exchanges on the same order are welcome, with return shipping at cost.

Refunds

Refunds are issued to the original payment method within 5 working days of your return reaching us. Your bank typically takes a further 3–5 days to show it.

Faulty pieces & the lifetime guarantee

A fault is not a return — it's a repair, and it's free for as long as you own the bag. Stitching, zips, handles, feet and hardware are covered for the life of the piece, regardless of how long ago you bought it.

Within 12 months

Any manufacturing fault: we replace the piece outright, or repair it, whichever you prefer. Both directions of shipping are on us.

After 12 months

We repair the fault free of charge and cover return shipping to you. Reconditioning the leather itself — cleaning, re-waxing, re-burnishing the edges — is offered at cost, usually under £60.

Not covered

Water damage, heat damage, accidental cuts, and the natural darkening and softening that full-grain leather is supposed to do. We'll still quote you honestly for the repair.

Gifts

Gift recipients can return or exchange without the purchaser being told the value, and without the purchaser being notified at all. Email returns@averlin.com with the order number on the gift card and we'll issue store credit in the recipient's name.

Where to send returns

Please request a label before posting anything — unannounced returns are still honoured, but they take considerably longer to match to an order.