Refund policy

Refund and Replacement Policy

At Her Label, our embellished bags and clutches are delicate and require careful handling. Please review this policy before placing an order.

Damage-only replacements

Our voluntary replacement policy applies only to products received damaged, subject to verification. We do not offer change-of-mind returns, refunds or exchanges. These conditions do not limit remedies required under applicable consumer law.

Uncut unboxing video

Before opening your parcel, please begin recording a clear, continuous unboxing video. Show the sealed package, shipping label, opening of all packaging, the product and any damage. The video must be uncut and unedited, with no pauses, filters or alterations.

Please provide this original video, your order number and clear photographs when requesting a refund or replacement. We require the video to assess claims under our voluntary damage-only replacement policy. Where applicable law requires us to consider other evidence, a missing video will not automatically remove your legal rights.

Loose beads and crystals

Our bags feature delicate beadwork and crystal embellishments. Occasional loosening or detachment of individual beads or crystals during handling is excluded from our voluntary replacement policy. We provide extra crystals with every bag for minor crystal repairs.

This exclusion does not apply where the issue amounts to a product defect, substantial damage on arrival or another circumstance for which a remedy is required by applicable law. Please handle your bag gently and avoid pulling or rubbing its embellishments.

How to request assistance

Contact herlabelbags@gmail.com promptly after discovering damage, with your order number, original uncut unboxing video and photographs. Keep the product and packaging available for assessment. Please contact us before sending an item back so we can provide return instructions.

Assessment and resolution

We will review the evidence and contact you with the outcome and next steps. Verified eligible damage claims will be handled by replacement under our voluntary policy. If replacement is unavailable, we will discuss an appropriate resolution, including any refund required by applicable law.