Returns information
A clear returns process.
We ask you to check the measurements, product photographs and our natural leather guide before ordering. If your bag still is not right once it arrives, you have 14 days to let us know.
How to return your bag
Four straightforward steps.
Open your account
Sign in to your Bayraw account, open the relevant order and start the return through the returns portal.
Submit the request
Select the item and tell us why it is being returned. We normally review requests within one working day.
Use the label provided
Once the return is processed, we will email a tracked return label and instructions for your nearest suitable drop-off point.
Pack it carefully
Return the bag, straps, dust bag and every supplied product accessory within 14 days of notifying us.
Already emailed us?
An email clearly telling us that you wish to cancel can count as notice. We will still direct you to the portal so that the return is recorded correctly, you see the applicable costs and we can issue the tracked label.
Return condition
Inspect it, but please do not use it.
You may handle and inspect the bag as you reasonably would in a shop. The bag must then be returned with its straps, dust bag and all supplied product accessories.
Please repack everything securely. The protective delivery packaging does not need to remain sealed, but inadequate return packaging that causes damage may reduce the refund.
Natural leather
Variation is part of the material.
Our bags are made from natural leather. Grain, tone and texture vary from one piece to another, and occasional small marks, including tiny dark marks, can occur naturally.
These characteristics are not normally faults. You can still use your change-of-mind return right if the bag is not for you, but natural variation alone does not make an item defective. This does not affect your rights where a product is genuinely faulty, damaged or materially different from its description.
Refunds and common questions
The important details.
How much does a return cost?
Our tracked return label currently costs £5.95. This direct return-shipping cost is deducted from your refund unless the item is faulty, incorrect or was damaged during delivery.
Will my original delivery charge be refunded?
When you cancel and return your complete order under your statutory cancellation right, we refund the standard outbound delivery charge. A delivery charge is not normally refunded when only part of an order is returned. Any premium above the least expensive standard delivery option is also non-refundable where the law permits.
When will I receive my refund?
We normally inspect a returned bag within one working day of receiving it and raise an approved refund at the same time. The money is returned to the original payment method. Your bank or payment provider may then take additional time to show it in your account.
Can I exchange my bag?
We do not operate exchanges because the products are different in size, use and price. Return the original item for a refund and place a separate order for the bag you would prefer.
Can sale items be returned?
Yes. Sale items follow the same change-of-mind returns process as full-price products.
Can I cancel before dispatch?
Email help@bayraw.co.uk as quickly as possible. We will cancel or amend the order where it has not yet entered the carrier network. If it has already been dispatched, the normal return process applies.
What happens if I send the return late?
You must dispatch the item within 14 days after telling us you wish to cancel. We may refuse a late return where that deadline has not been met, unless another legal right applies. Keep your drop-off receipt until the refund is complete.
Need a hand?
We will help you use the right process.
For account or portal problems, email us and include your order number. We aim to respond within one working day.