What we stand behind
We would rather write a short, honest page than a long one that promises more than we can fund. Here is exactly what happens if something is wrong with your order.
30-day returns
You have 30 days from delivery to send something back, as long as it is unused and in its original packaging. Email us first for the return address. If it is faulty or we sent the wrong item, we cover the cost.
You do not need a reason. Changed your mind, wrong colour, the cube turned out smaller than you pictured — all fine. For a change of mind you pay the return postage, and we refund the item price once it arrives back unused.
Custom prints are the exception. Anything printed to your own text or artwork cannot be resold, so it is final sale unless it arrives faulty or we sent the wrong item. The studio preview is exactly what prints, so check your words before you order.
If something is faulty
A manufacturing fault is a defect in how the item was made: a seam that has come apart without being forced, a zip slider that fails in normal use, a buckle that arrives cracked, a print that is misplaced or peeling out of the box. Tell us within 30 days of delivery and we cover it.
Email hello@bonvoyage-shops.com with a photo of the fault and your order number. That is the whole process — there is no form to fill in and no case number to chase.
A person reads it, usually within one working day, and tells you what happens next. For a clear fault we send a replacement or refund you in full, including the original shipping. Usually you will not need to post it back.
Two things in the email — a photo and your order number — and we can usually settle it in one reply.
What is and is not covered
Covered
- Manufacturing faults reported within 30 days of delivery — stitching, zips, buckles, clasps and hardware that fail in normal use
- Items that arrive damaged or incomplete
- The wrong item, size or colour sent
- Print defects on apparel: misplaced, cracked or peeling on arrival
Not covered
- Normal wear — fading, scuffs, fraying and softening over time
- Damage in use: overloading, airline handling, snags, tears, spills
- Damage from care we advise against, such as tumble drying a coated bag
- Custom prints, which are final sale unless genuinely faulty
- Faults first reported more than 30 days after delivery
- Loss or theft of an item after delivery
We do not offer a lifetime guarantee, and we are not going to invent one. A multi-year warranty has to be paid for somewhere, and it would show up in the price. What we do offer is a 30-day window from delivery: faulty on arrival, or a fault that shows up in that time, and we replace or refund it.
Not sure which one it is?
Wear and a fault are not always easy to tell apart from the inside of a suitcase. Send the photo anyway and let us look — we would rather see it than have you assume the answer is no.
Nothing here affects your statutory consumer rights in your own country.