Refund policy

Refund & Return Policy

We want you to love your OAK & ELK piece. If something isn't right, here is how returns work.

Returns

You have 14 days from the day you receive your order to request a return. To start, email us at hello@oakandelkbags.com with your order number and the reason for your return, and we'll guide you through the next steps.

To be eligible, items must be unused, unaltered and returned in their original condition and packaging.

• Return shipping is the customer's responsibility, and original shipping charges are non-refundable.
• For items over $75, we recommend a trackable shipping service or shipping insurance, as we can't guarantee that we'll receive your return.

Items that can't be returned

• Custom, personalized or monogrammed items
• Special orders and wholesale orders
• Items marked as final sale

Natural leather characteristics

Genuine leather is a natural material. Marks, wrinkles, grain and color variations are part of its character and are not manufacturing defects, so returns or exchanges requested only for these characteristics are not accepted.

Manufacturing defects

If your item has a manufacturing defect, contact us within 90 days of delivery with photos of the issue and your order number. We'll repair, replace or refund the item.

Exchanges

Exchanges follow the same process as returns. Let us know which item you'd like instead and we'll do our best to help.

Refunds

Once your return is received and inspected, we'll let you know whether it has been approved. Approved refunds go back to your original form of payment; your bank may take 5–7 business days to release the funds. If we're unable to refund your original payment method, we'll issue an OAK & ELK store credit for the same amount.

If the item was marked as a gift and shipped directly to you, you'll receive store credit for the value of your return.

Damaged, incorrect or missing items

If your order arrives damaged, incorrect or incomplete, contact us within 10 days of the delivery date with your order number and photos of the package and the items. We'll make it right.

Packages marked as delivered

Some carriers mark a package as delivered shortly before it arrives, so please allow 48 hours. Check around the delivery location and with neighbors or others in your household, and confirm the shipping address on your order. If it still hasn't appeared within 3 business days, email us within 10 days of the delivery date and we'll open a claim with the carrier. Claims can take a few weeks to resolve.

OAK & ELK, Inc. is not responsible for orders delivered to an incorrect address provided at checkout, and delivery dates are estimates provided by the carrier.

Questions

Email us at hello@oakandelkbags.com.