Refund policy

Every Sac de Soul bag is handcrafted bead by bead by our artisans in Guatemala. We want you to love your piece, and if something isn't right, we're here to help.

Returns
You may request a return within 14 days of delivery for Ready to Ship pieces. To be eligible, your bag must be unused, in its original condition and returned with its dust bag and original packaging.

The following pieces are final sale and cannot be returned:
• Made to Order pieces, as they are handcrafted especially for you
• Pieces purchased on sale

We do not offer exchanges. If you would like a different piece, please return your original order and place a new one.

How to Start a Return
1. Email us at sacdesoul@gmail.com with your order number in the subject line.
2. Once your return is approved, we will send you a prepaid DHL return label and instructions.
3. Pack your bag carefully in its dust bag and original packaging, mark the shipment as a "return," and attach the label.

Returns sent without prior approval cannot be accepted.

Refunds
Once your return arrives and has been inspected, we will email you to confirm whether it has been approved. Approved refunds are issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process it.

If 15 business days have passed since your refund was approved and you have not received it, please contact us at sacdesoul@gmail.com.

Duties & Import Taxes
Duties and import taxes are not included in our prices and are not refundable. Orders refused at delivery due to unpaid duties are not eligible for a refund.

Damaged, Defective or Incorrect Items
Please inspect your order upon arrival. If your piece arrives damaged, defective or is not the item you ordered, contact us within 48 hours of delivery at sacdesoul@gmail.com with your order number and photos, and we will make it right.

Lost or Delayed Packages
Every order ships with DHL tracking. If your package appears lost or significantly delayed, please contact us at hello@sacdesoul.com and we will work directly with DHL to resolve it.

European Union
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification. Items must be unused and in their original condition and packaging, with proof of purchase.

Questions
For any questions about returns, write to us at sacdesoul@gmail.com. We're always happy to help.