After your order.
Our bags are meant to be carried and used. Normal signs of wear can develop over time. If something does not seem right after your order arrives, you should also know exactly how to reach us.
Something doesn’t look right?
If your item arrives damaged, you receive the wrong product, or you notice a significant issue after delivery, please contact us.
To help us understand what happened, send us:
Your order number
A few clear photos showing what you noticed
A short description of the issue
We’ll review the order and the photos and let you know the next step.
Depending on the situation and the applicable policy, the next step may involve a replacement, return or refund.
Not sure whether it’s actually a problem? That’s okay. Send us a photo and let us take a look.
Changed your mind?
Sometimes a bag looks right online, but the size, color or overall feel simply isn’t right once you see it in person.
Eligible orders may be returned within 30 days under our Return Policy.
The return conditions, timing and instructions are kept in one place so the same policy applies throughout the site.
Read Our Return Policy →These bags are meant to be carried.
Use it. Enjoy it. Normal signs of use can develop over time.
A few simple habits can help reduce unnecessary wear:
Bags change as you use them.
Leather may soften. A structured shape may relax slightly. Hardware and frequently handled areas may develop small signs of use over time.
These changes do not automatically mean there is something wrong with the product.
If you are unsure about something you notice, you can contact us and send a photo.
A quick note about official brand service.
Carry Maison is an independent online retailer and is not an authorized retailer or partner of the luxury brands referenced on this website.
Products purchased from Carry Maison do not include brand-issued warranties, official brand authentication or official boutique repair services.
If you require official brand authentication, warranty coverage or brand-authorized repair service, please contact the brand or one of its authorized retailers directly.
Just ask.
Order question, product issue, or something you are simply unsure about? Send us a message.
If your question relates to the product itself, including a photo can help us understand it more quickly.
Contact Us