Returns & Exchanges
A bag needs to feel right in your hands. Here you will find the return and exchange terms for the collection, and how to reach us if you have a quality concern.
Eligibility
If you’re inside the window, the piece is in original condition, and it isn’t a customized commission, you’re eligible. The detail below.
We accept returns and exchanges within thirty days of the piece arriving at your door. The clock starts on delivery, not on the day you ordered. Festival purchases follow a separate fourteen-day window noted on the printed receipt.
Pieces must come back unused, with all tags and the original packaging, including any dust sleeve supplied. You may try the bag at home; returned pieces must remain unused.
Completed painted collection commissions and monograms are final sale for changes of mind. For defects or quality concerns, see the guidance below. Bespoke terms are agreed per project.
How to Begin
A single email starts the process. We confirm eligibility, share the studio address, and provide return instructions — either a local pickup or a tracked carrier label, depending on where you are.
Step One
Within thirty days of delivery, write to returns@wairstudio.com with:
Step Two
We respond within two business days with the studio’s return address, the route home, and any further detail you need. Address shared in the reply, not posted publicly.
Step Three
Once the piece is back at the studio and inspected, we issue the refund or ship the exchange. Five business days for the refund; standard tracked shipping for the replacement.
Logistics
The studio is in Bethesda. If you’re nearby, we can hand the piece across in person. If you’re not, the carrier route is straightforward.
Local · Bethesda & DC Metro
For local buyers, the studio can arrange a Bethesda pickup of the returning piece, and a local hand-delivery of any exchange. We confirm the window by email and meet you at a place that suits both ends.
Outside the Metro
For refunds, return shipping is the buyer’s responsibility — UPS or USPS, tracked, to the address we share by email. Plan on about $12 USD for Ground service on a small leather goods package. For exchanges, the buyer ships the original piece in and the studio covers shipping of the replacement. Until the piece reaches the studio, it remains the buyer’s property; insuring shipped pieces for their purchase value is recommended.
Refunds
Once the piece is back at the studio and we’ve confirmed its condition, the refund is issued to the original payment method within five business days. The bank’s own processing typically adds another day or two before the refund lands in your account.
Pieces purchased in cash at a market or festival are refunded by check, Zelle, or Venmo, your choice — we confirm by email before sending.
When something else happens
If you notice a defect or quality concern, send us your order details and photographs. We review each case individually, including concerns raised after the normal return window. Depending on the circumstances, we may offer a repair, replacement, refund, or another resolution at our discretion. Personalized collection pieces remain final sale for changes of mind.