What is your return and exchange policy?
Online Purchases
For U.S. orders, we accept returns of unused items within 30 days from the date of delivery. A flat return fee of $12.95 for bags and accessories and $24.95 for luggage will be deducted from your refund.
International customers may return unused items within 30 days of delivery. Refunds include the original product cost plus customs and duties, minus the return shipping fee ($12.95 for bags/accessories, $24.95 for luggage). Refund options include a refund to your original payment method or store credit.
Please note: exchanges are not available for international orders.
Returned items cannot show any signs of use, wear, tear, marks, scratches, alterations, or damage. Products must have their original packaging, shipping carton, and uncut hang tags.
We reserve the right to reject any returned items with personal items left inside the product, as it indicates signs of use. We are not responsible for any products left inside returned products. Such items will not be returned and will be discarded or donated.
We recommend inspecting your item before use to ensure it meets your needs while you remain eligible for a return.
Non-returnable items (unless otherwise noted):
- Gift Cards
- Sample or flash sale items
- Personalized items
- Any other items marked as final sale
If you’re unsure whether your purchase is eligible for return, please contact us with your order number for further assistance.
If you received an item as a gift, refunds will be issued to the original purchaser or, if requested, a CALPAK gift card will be emailed to you once the return has been processed. We are not able to offer refunds to anyone other than the original purchaser and their form of payment. Please allow up to 30 days for your return to be processed.
In-Store Purchases
We accept returns of unused items within 30 days of purchase for in-store purchases.
Items purchased online may also be returned at our CALPAK retail store within 30 days of delivery, provided the item meets the return requirements below. Return fees are waived for returns completed at our CALPAK retail store.
Returned item requirements:
- Cannot show any signs of use, wear, tear, marks, scratches, alterations, or damage
- Products must have their original packaging (including luggage box) and any uncut hang tags
- Luggage removed from box packaging is considered used and therefore cannot be returned
We reserve the right to reject any returned items with personal items left inside the product, as it indicates signs of use. We are not responsible for any products left inside returned products. Such items will not be returned and will be discarded or donated.
Non-returnable items (unless otherwise noted):
- Gift Cards
- Sample or flash sale items
- Personalized items
- Any other items marked as final sale
If you’re unsure whether your purchase is eligible for return, please contact us with proof of purchase for further assistance.
If you received an item as a gift, refunds will be issued to the original purchaser or, if requested, a CALPAK store credit will be emailed to you once the return has been processed. We are not able to offer refunds to anyone other than the original purchaser and their form of payment. Please note that store credit can only be used in-store and will not be applicable to online orders.
How do I start the return or exchange process?
You can start the return or exchange process by visiting our Returns Portal. Once your return has been submitted, just follow these easy steps:
- Print your return shipping label and packing slip.
- Pack your items securely in the original or new packaging.
- Insert the packing slip, seal the package, and mark out any old addresses or barcodes.
- Attach the return label to the outside of the package and drop it off at the carrier location indicated on your return label.
Please contact us for more help or if you’re unable to find your order confirmation. If you’re local to LA, online orders can be returned in-store and will not be charged return fees.
For orders placed on Facebook Shop or Instagram Shop:
- Due to system limitations, our returns portal is unable to process a returns request. Please reach out for assistance.
Please note, final sale and personalized items are not eligible for returns or exchanges.
International orders: International customers may return unused items within 30 days of delivery. To initiate a return, visit our Returns Portal. Please note exchanges are not available for international orders.
Do you charge a return fee?
Yes, you can still return or exchange your order for a flat fee of $12.95 for bags/accessories and $24.95 for luggage. This amount will then be deducted from your refund.
If you’re local to LA, online orders can be returned in-store and will not be charged return fees.
Please note, we don’t accept returns or exchanges on personalized items. International orders cannot be exchanged.
When will I receive my refund?
Once your return is received and inspected, it will be refunded to the payment method selected within 3-5 days. Refunds typically appear in your transactions within 5–7 business days once processed, depending on your bank.
We are not able to offer refunds to anyone other than the original purchaser and their form of payment. Additionally, please note that shipping charges are non-refundable.
Can I combine my returns using one shipping label?
Due to system limitations, we are unable to combine multiple returns under one label. If you have multiple orders that you are looking to return, you will need to process each return separately. Don’t worry–we offer a flat rate return shipping fee. Click here to start a return.
Can I exchange my item?
Yes! As long as your item falls within our return policy, we offer two types of exchanges:
Instant Exchange: Your exchange order will be created immediately, upon entering your credit card information. A temporary hold of $1 will then be placed on your credit card, which typically lasts up to 5 business days, depending on your bank. If the returned items are not in transit within 14 days, you will be charged the full price of the new items.
Standard Exchange: Your exchange order will be processed once the return is in transit back to us.
Please note: International orders can not be exchanged.
I received this as a gift, can I return it?
Absolutely! We accept returns of unused items within 30 days of purchase. You will just need the original order number for reference. Be sure to click “Return a gift” on our portal.
Please note, items that are marked as “Final Sale” are not eligible for returns.
Can I return or exchange my item in-store?
Online purchases:
- Return in-store (avoid fees) or start your return online via our Returns Portal.
- For online purchases returned to a gift card or store credit, please be aware that the gift card or store credit can only be redeemed online.
- Exchanges: At this time, we’re unable to process exchanges in-store for online purchases.
In-store purchases:
- If your item was purchased in-store, you are welcome to return or exchange your item in-store as long as it meets our return policy guidelines.
International orders: Returns are accepted within 30 days of delivery. Exchanges are not available for international orders.
Please note that all items purchased during a sale are marked as Final Sale and are not eligible for return or exchange.
How long is my return window?
We accept returns or exchanges of unused items within 30 days of delivery for online purchases. For in-store orders, you may return or exchange within 30 days of the purchase date.