Every Paleta bag is made to order. When you place an order, your design is printed and assembled for you, one piece at a time. Nothing sits in a warehouse waiting, which is why our policy works a little differently from a store that ships from stock. Please read this page before you order so you know exactly what to expect.

Made to order, made for you

We do not hold inventory. Each bag is produced after your order is placed, in the size, material and design you selected. Because your piece is created for you alone, we are not able to resell it, and we cannot swap it for another size or style once production has started.

This is why we ask you to check two things before checkout:

• The size. Every product page lists the exact measurements in inches and centimeters. Please compare them with a bag you already own and love. Our Medium and Small are meaningfully different, and a bag that looks right on screen can feel larger in person.
• The material. Smooth, Twill and Premium Grain vegan leather each have their own texture and finish, described on the product page.

If you are unsure, write to us at support@paletabags.com before you order. We will happily help you choose. We would much rather spend ten minutes with you beforehand than have you receive a bag that is not the one you wanted.

Changing or cancelling your order

You can change the size, material or design of your order, or cancel it for a full refund, within 12 hours of placing it, as long as production has not started. Email support@paletabags.com with your order number and what you would like to change.

After production begins, the materials have been cut and printed with your design, and we can no longer make changes or cancel the order.

Size and style changes after delivery

We are not able to accept returns or exchanges because a bag is larger or smaller than expected, or because you would prefer a different style or design. There is no stock to exchange it with, and the piece cannot be resold.

We know this is disappointing to read, so we do two things to make it easier:

• We publish full measurements, material descriptions and detailed photography on every product page.
• If the size truly does not work for you, write to us. We will send you a courtesy discount code toward the size you actually need, so the second bag costs you less.

Creases and marks from shipping

Your bag travels a long way to reach you, and it is stuffed, boxed and stacked along the route. Soft vegan leather can arrive with a crease or a fold line. This is normal for this material and it is not a defect. In almost every case it relaxes and disappears within a few days of use, and you can speed it up at home in under an hour.

How to release a crease

1. Stuff the bag. Fill the inside with soft, clean towels or tissue paper so the shape is supported firmly. This step matters most. It gives the leather a solid base to settle back onto.
2. Apply gentle heat. Use a hairdryer on its lowest heat and lowest fan setting, held about 6 to 8 inches (15 to 20 cm) away from the surface.
3. Massage the crease. Keep the hairdryer moving back and forth across the creased area while you massage the leather with your fingertips or a soft cloth. Never let the heat rest on one spot.
4. Let it cool. Leave the bag stuffed until it has cooled completely. This is how the leather remembers its proper shape. Overnight is ideal.

One important caution for these bags. Our designs are applied with UV printing. Use only the lowest heat setting and keep the dryer moving at all times, so the printed surface is not damaged.

If you have followed these steps and the crease has not softened, send us a photo. We will look at it with you.

Damaged, defective or incorrect items

If your bag arrives with a genuine fault, we will make it right at no cost to you. This covers:

• Torn, split or punctured material
• Broken or missing hardware, zippers, straps or stitching that has come apart
• Printing that is smudged, faded, misaligned or peeling
• The wrong size, material or design compared with what you ordered

Email support@paletabags.com within 7 days of delivery with your order number and clear photos showing the issue and the full bag. We will reply within 2 business days and either remake your bag or refund you in full. You will not be asked to pay for return shipping, and in most cases we will not ask you to ship the bag back at all.

What we cannot accept

• Change of mind, including size, color, design or style preference
• Creases, fold lines or slight variation in texture that settle with normal use
• Small differences in color between your screen and the finished bag, since every monitor renders color differently
• Bags that have been used, worn, altered, washed or damaged after delivery
• Orders reported as faulty more than 7 days after delivery
• Gift cards

Refunds

When a refund is approved, it goes back to your original payment method within 5 to 10 business days. Your bank or card issuer may need a few additional days to post it. Original shipping charges are refunded when the fault was ours.

Orders that have not arrived

If your tracking has stopped updating or your parcel is marked delivered but is not with you, please see our Shipping Policy or write to us. Delivery problems are handled separately from this page and we will always help you chase a lost parcel.

Talk to us

We are a small team and we read every message ourselves. If something about your bag is not right, tell us before you do anything else. Email support@paletabags.com with your order number and we will reply within 2 business days.