Custom tote bag returns policy

If you wish to raise any concern within 14 days of receiving your order, please use our contact form and provide your order number and a short summary along with pictures. Our team will get back to you on average within 12 working hours. As per UK law, the goods cannot be returned because they were made according to the specifications described at purchase. We may, at our discretion, look into other solutions.

Custom tote bags

Our Quality Commitment

Our production team and quality-control processes are designed to catch issues before dispatch. However, as with all handmade goods, occasional human error can occur. Where a product we have manufactured falls short of the standard you are entitled to expect, we will put it right.

Faulty or Defective Personalised Products

Under the UK Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your personalised product arrives faulty or defective due to a manufacturing error on our part, you have the following rights:

• Short-term right to reject (0–30 days): You may reject the goods and receive a full refund, or request a repair or replacement.
• Repair or replacement (30 days – 6 months): You may request a free repair or a remake of the product. If we cannot do this within a reasonable time and without significant inconvenience to you, you are entitled to a price reduction or a refund.

To exercise these rights, you must contact us within 14 days of receiving your order. This timeframe helps us investigate the issue promptly and gather relevant production records.

How to Report a Fault — Step by Step

1. Do not return the product without contacting us first. Unauthorised returns may not be accepted and could delay resolution.
2. Contact ua using the details in Section 10, quoting your order number.
3. Send clear photographic or video evidence of the fault, including:A full image of the productA close-up of the specific fault or defectThe product label or packaging if relevant
4. We aim to respond within 12 working hours of receiving your evidence.
5. We will confirm whether the issue constitutes a manufacturing fault and propose a remedy: remake, repair, or refund.
6. If a physical return is required, we will provide a returns authorisation number and return instructions. Do not return without this authorisation.

Returning a Faulty Personalised Product

Where a physical return is authorised by our team:

• Return via Royal Mail ‘Signed For’ Recorded Delivery only. We cannot accept liability for items lost or damaged in return transit if a tracked service is not used.
• The product must be returned in its original or unused condition, securely packaged.
• You are responsible for the cost of return postage. Where the fault is confirmed as our manufacturing error, we will reimburse reasonable return postage costs upon receipt and inspection of the item.
• We will process any refund or issue a remake within 14 calendar days of receiving the returned goods.

Non-Faulty Personalised Products — No Returns

We are unable to accept returns or offer refunds for personalised products that have been manufactured correctly to your specification, unless a statutory right applies. This is because:

• The product has been made uniquely for you and cannot be resold.
• Under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, personalised goods are explicitly exempt from the standard right of return.

This includes, but is not limited to: change of mind, ordering the wrong size, uploading incorrect artwork, or dissatisfaction with a design you approved. We strongly encourage you to use our design preview tools and check your artwork carefully before placing your order. If you have any doubts, contact us before ordering — we’re happy to help.

Care instructions

Fabric bags spot clean or wash at 30°C. Hang to dry or low heat tumble. All Cottons iron safe. Neoprene option do not iron, do not tumble dry, do not wring. Bags with leather handles, hand wash or spot clean fabric section only. Leather handles wipe clean only.

Tote bag size chart

You can then use the conversion size chart below to find the best fit based on your measurements.

Bag Sizes

Small

29-24cm - Handle Length 17cm

Large

45cm40cm - Handle Length 40cm

This custom canvas tote bag was made for those who live in the moment. Whether it’s a coffee date, casual shopping trip or travel jaunt, this beautiful and handy tote will fit all your essentials.

Featuring

• an open top
• customisable twin handles
• an all-over print design

These custom cotton tote bags are perfect for on-the-go. Made sustainably in your choice of natural cotton canvas, cotton linen or neoprene. Crafted from premium 100% cotton denim, our large-capacity cotton denim carryall tote is perfect for big shopping trips, beach outings, gym sessions, or yoga classes.

International delivery

For international packages we use FedEx or DHL services. We aim to deliver within 2-5 working days with tracking. Please note this is the speed of delivery, not manufacturing time for your item(s).

95.4% of our products ship in 48 hours. It’s pretty speedy.

• UK delivery: £5.99
• Western European: £15.50
• Other European: £24.99
• North America: £16.50
• Australia / Japan: £24.99
• Rest Of The World: £24.99

Customs tax / duties

If you are placing your order from outside the UK please note that impost taxes will be payable.

UK Delivery time & costs

UK delivery options

We use Amazon and Royal Mail for all our deliveries below 2kg. Please note this is the speed of delivery, not manufacturing time for your item(s).

95.4% of our products ship in 48 hours. It’s pretty speedy.

Standard delivery
1-3 days with tracking, signature required - from £2.49

Next day delivery
Next working day, signature required

Saturday delivery
Only on Saturdays, signature required

Click and collect
Some products are available to collect from our factory in Park Royal, London (UK) - FREE

Large orders
Packages over 2kg are sent via DHL or Fedex. Delivery within 2-5 working days with tracking. Price depends on size.

Please note that Royal Mail deliveries can take up to 15 working days in exceptional circumstances