Customer care
Returns & exchanges
Thirty days to change your mind. Here is how returns, refunds and exchanges work, with no small print surprises.
The 30-day window
We want you to carry a bag you love. If it is not right, you may return it within 30 days of delivery for a refund or exchange. The return window starts on the day the carrier marks your parcel as delivered.
Returns received after 30 days may be accepted at our discretion as store credit. Please contact us before sending anything back late.
What can be returned
To be accepted, an item must be in the same condition it arrived in:
- Unworn and unused, with no marks, creases, perfume or makeup transfer.
- All original tags, dust bag, straps and protective wrap included.
- Packed in the original box or an equivalent protective carton.
- Returned with the original order number or packing slip.
We inspect every return when it reaches the studio. Items that do not meet these conditions may be sent back to you or refunded as store credit, at our discretion.
How to start a return
- Email hello@qorvexio.shop with your order number and the item you would like to return.
- We reply within one business day with a return authorisation and a prepaid label (where applicable).
- Repack the item securely with all original packaging and place the label on the outside of the box.
- Drop the parcel at any carrier location within 7 days of receiving the label.
- Send us the tracking number so we can watch for it.
Do not send returns to the street address of our office. Parcels sent without a return authorisation may be refused or delayed.
Return shipping
| Reason | Who pays return shipping |
|---|---|
| Changed your mind / ordered the wrong item | A flat $8.00 is deducted from your refund when you use our prepaid label. You may also arrange your own shipping at your cost. |
| Item arrived damaged or defective | Qorvexio covers the full return shipping cost. |
| Wrong item received | Qorvexio covers the full return shipping cost. |
| Exchange for another piece | First exchange ships free within the U.S. |
Refunds
Refunds are issued to the original payment method once the return has been inspected and approved. Please allow 5–10 business days for the refund to appear on your statement after we send the confirmation email. Your bank may add a further 2–3 business days depending on its processing times.
Original shipping charges are refunded only when the item was damaged, defective or incorrect. Gift cards are refunded as store credit.
Exchanges
The fastest way to exchange is to return the original item and place a new order, which reserves your preferred piece immediately. Alternatively, email us and we will hold the replacement for you while your return is in transit. Exchanges are subject to stock availability.
Defective or damaged items
Every bag is checked before dispatch, but if something slips through, contact us within 48 hours of delivery with photographs of the item and the packaging. We will arrange a replacement or a full refund, including shipping, and cover the return cost. Manufacturing defects found later are assessed case by case — send us photos and we will make it right.
Non-returnable items
- Gift cards and store credit.
- Personalised or monogrammed pieces.
- Items marked final sale at the time of purchase.
- Items returned used, altered, or without original packaging.
Contact us
Start a return or ask a question at hello@qorvexio.shop or +1 (216) 555-0169. Our team replies Monday to Friday, 9am–5pm ET. You can also read our shipping policy for delivery times.
Still have a question?
Our Cleveland studio answers every message personally, Monday to Friday, 9am–5pm ET.