Refund policy
REFUND, EXCHANGE & MADE-TO-ORDER POLICY
Effective Date: July 1, 2025
At Saint Louie, our leather goods are individually made to order. Each piece is produced specifically for the customer after an order is placed. Because production is commissioned specifically for each purchase, different terms apply to our made-to-order leather goods and our ready-to-wear merchandise.
PLEASE READ THIS POLICY CAREFULLY BEFORE PLACING AN ORDER. BY PLACING AN ORDER THROUGH THE SAINT LOUIE WEBSITE, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREED TO THIS REFUND, EXCHANGE & MADE-TO-ORDER POLICY, INCLUDING THE CANCELLATION AND REFUND RESTRICTIONS BELOW.
MADE-TO-ORDER LEATHER GOODS
All Saint Louie leather goods are custom made to order.
Production begins specifically in connection with your purchase. For this reason, all orders for made-to-order leather goods are final once placed and cannot be canceled, returned, exchanged, or refunded, except where required by applicable law or where Saint Louie determines that an item has a qualifying manufacturing defect or that an incorrect item was supplied.
This policy applies even if:
- You change your mind after placing the order;
- You no longer require or want the product;
- You selected the incorrect size, color, style, personalization, or other option;
- You did not review the product description, sizing information, specifications, or production timeframe before purchasing;
- The order has not yet been shipped but production or processing has commenced; or
- You require the product by a particular date that was not expressly guaranteed by Saint Louie in writing.
Customers are responsible for reviewing all product selections, sizing, shipping information, and order details carefully before completing payment.
PRODUCTION TIME
Made-to-order Saint Louie products typically require approximately 14–20 days to complete before shipment.
This is an estimated production timeframe and is separate from shipping/transit time.
Because our products are individually produced, occasional production delays may occur. Unless Saint Louie has expressly guaranteed a specific delivery date in writing, production and delivery estimates are not guarantees and a delay does not automatically entitle an order to cancellation or refund, subject always to applicable law.
Once production is complete, your order will be dispatched using the shipping/courier service selected at checkout.
SHIPPING
Shipping time begins after production has been completed.
Any delivery estimate displayed by a courier is generally an estimate provided by that courier and is separate from Saint Louie's production timeframe.
Customers are responsible for providing a complete and accurate delivery address. Saint Louie is not responsible for delays or failed deliveries resulting from inaccurate or incomplete shipping information supplied by the customer.
Where applicable, customers are also responsible for customs duties, import taxes, brokerage fees, or other charges imposed by the destination country or relevant authorities unless expressly stated otherwise at checkout.
READY-TO-WEAR ITEMS
Eligible ready-to-wear items may be exchanged within 28 days of purchase.
Where an exchange is not requested or available, Saint Louie may provide store credit for an eligible return.
To qualify, the item must:
- Be unworn, unused, unwashed, and unaltered;
- Be in its original condition;
- Have all original tags, labels, protective materials, and packaging intact; and
- Show no signs of wear, damage, fragrance, cosmetic marks, or other use.
Saint Louie reserves the right to inspect returned merchandise before approving an exchange or store credit.
Items that do not satisfy these conditions may be rejected and returned to the customer.
Unless required by applicable law, eligible ready-to-wear returns are for exchange or store credit only and are not eligible for cash refunds.
NON-RETURNABLE / FINAL SALE ITEMS
Unless otherwise required by applicable law, the following are final sale and are not eligible for cancellation, return, exchange, or refund:
- Made-to-order leather goods;
- Custom or personalized products;
- Monogrammed or specially commissioned products;
- Products made according to customer-selected specifications;
- Gift cards;
- Promotional or complimentary products; and
- Clearance or final-sale merchandise.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If you believe you have received an item with a manufacturing defect, shipping damage, or an item materially different from what you ordered, please contact Saint Louie within 7 days of delivery.
Your request should include:
- Your order number;
- A detailed description of the issue;
- Clear photographs of the item;
- Photographs of the packaging and shipping carton where relevant; and
- Any other information reasonably requested to evaluate the claim.
Do not discard the product or its original packaging while a claim is being reviewed.
Where Saint Louie confirms a qualifying defect or fulfillment error, Saint Louie may, as permitted by applicable law, repair the product, replace it, provide store credit, or issue a refund where appropriate.
Normal characteristics of genuine leather—including natural grain, texture, creasing, pores, scars, or variations in shade—are inherent characteristics of natural materials and are not necessarily manufacturing defects.
SIZING & CUSTOMER SELECTIONS
Customers are responsible for selecting the correct size and reviewing any sizing information provided before purchasing.
For made-to-order products, an incorrect size or specification selected by the customer does not create a right to cancellation, exchange, or refund.
If you have questions regarding sizing, we strongly recommend contacting Saint Louie before placing your order.
ORDER CANCELLATIONS
Made-to-order orders cannot be canceled once placed.
By submitting payment, you authorize Saint Louie to begin processing and commissioning your made-to-order product and acknowledge that the product is being produced specifically in connection with your order.
Ready-to-wear orders may only be canceled before fulfillment begins and only where Saint Louie is able to accommodate the cancellation. Cancellation requests are not guaranteed.
CHARGEBACKS & PAYMENT DISPUTES
By completing a purchase through the Saint Louie website, you acknowledge and agree to the terms presented at the time of purchase, including this policy, the made-to-order nature of applicable products, applicable production estimates, and the cancellation and refund restrictions.
A disagreement with a clearly disclosed made-to-order policy, a change of mind, or dissatisfaction with a disclosed production timeframe does not itself mean that a transaction was unauthorized or that merchandise was not provided as agreed.
If you believe there is a genuine problem with your transaction or order, please contact Saint Louie directly first so that we have an opportunity to investigate and resolve the matter.
Saint Louie reserves the right to contest chargebacks or payment disputes that it reasonably believes are invalid or inconsistent with the transaction record. In responding to a dispute, Saint Louie may provide the payment processor, card issuer, bank, or other relevant dispute-resolution provider with records reasonably necessary to establish the transaction and fulfillment history, including, where applicable:
- Order and payment records;
- The product description and specifications applicable at the time of purchase;
- The policies and terms presented or accepted at checkout;
- Production and fulfillment records;
- Shipping and tracking information;
- Delivery confirmation;
- Customer communications; and
- Other relevant transaction records.
Nothing in this policy limits any rights a customer may have under applicable law or applicable card-network or payment-provider rules.
REFUSAL OF DELIVERY
Refusing delivery, failing to collect a shipment, or returning a package to sender does not automatically cancel an order or create a right to a refund.
Made-to-order products remain subject to the final-sale provisions of this policy, except where applicable law requires otherwise.
Additional shipping charges incurred because of an incorrect address, refused delivery, unsuccessful delivery, or failure to collect a shipment may be the customer's responsibility where permitted by law.
LOST OR DELAYED SHIPMENTS
If your shipment appears to be lost or materially delayed after dispatch, please contact Saint Louie so that we can assist with an investigation with the applicable courier.
Courier delays occurring after dispatch do not automatically create a right to cancel or refund a made-to-order purchase, except where required by applicable law.
POLICY ACCEPTANCE
YOUR PURCHASE CONSTITUTES YOUR ACCEPTANCE OF THIS POLICY.
By submitting an order and completing payment through the Saint Louie website, you confirm that you have had the opportunity to review the applicable product information and this policy and agree to be bound by the terms applicable to your purchase.
For made-to-order leather goods, you specifically acknowledge that:
1. The product is made to order;
2. Production typically takes approximately 14–20 days before shipment;
3. Shipping/transit time is additional to the production timeframe;
4. Production is undertaken specifically in connection with your order; and
5. The order is final and cannot be canceled, returned, exchanged, or refunded, except where required by applicable law or as otherwise expressly provided in this policy.
CONTACT US
If you have questions regarding an order, sizing, production, shipping, or this policy, please contact Saint Louie before placing your order or initiating a payment dispute.
Please include your order number in all order-related correspondence so that we can assist you efficiently.
Saint Louie
Made to order. Made with intention.
