If the bag comes back
Returns run through the retail partner who sold it, because they took the payment and they hold the record of the order.
Start in the order history of the account you bought with. There is a return option against the order itself, and it will tell you the window you have and how to send the bag back. Keep the original packaging if you can, but ask them first rather than us before posting anything anywhere.
Money goes back the way it came, on the partner timetable. We never see the payment, so we cannot move it, refund it or hurry it along.
If something is wrong with how a bag was made, a seam, a zip pull, a strap fitting, tell us too at [email protected]. That one is ours, and it changes what we do to the next batch.