FAQs | Orders, Returns, Shipping, Product Care & More

If we can, we’ll help you modify or cancel your order, but often our speedy fulfillment team ships out orders same day, in which case we won’t be able to. If you’d like to modify or cancel your order, just contact our customer care team.

We're here to help! Contact us with your name, order number, email address used to place the order, and the item missing. We’ll make it right!

Unfortunately, from time to time delays with our carriers USPS and UPS can occur that are beyond our control. Please allow 2-3 business days for UPS 2nd Day Air delivery, 3-5 business days for UPS Ground delivery, and 5-7 business days for USPS delivery of your order before contacting our customer service team. After that, contact us with your order number so we can help.

We don’t offer price matching on orders placed prior to a sale that have already been shipped. Orders that haven’t shipped yet may be adjusted if the identical item is on sale.

Double check your payment method before you complete your order—we are unable to modify or make edits to a payment method once an order has been placed.

Returns are free! Returns & exchanges will be accepted within 45 days of purchase for unwashed, unused items in new condition accompanied with the original barcoded clear bag. Final-sale items are not eligible for return or exchange. One free return shipping label or one free exchange are available per order for US orders. International orders are responsible for return shipping costs. No refunds on shipping fees paid. Please allow 3-5 business days to process returns upon receipt. Refunds can take up to 7 days for your bank to make funds available.

Get a Return Label

Head over to our return portal to start the return process. You'll need your order number from your order confirmation email. Once in the portal, you’ll go through the step by step process of which items you’d like to return, the refund method, and printing instructions. Once submitted, a return shipping label will be provided.

You really can toss your Canvelle bag in the wash.

Remove the strap and open all zippers
Wash on cold
Machine dry low for 10–20 minutes
For stubborn stains, use a color-safe stain remover

Our team can repair bags on a case-by-case basis! Contact us with your name, order number, email address used to place the order, and a few photos and our team will help get the process started.

Our products do go in and out of stock regularly. Unfortunately, our customer care team does not have information regarding restockings. We recommend you order your 2nd choice and with our free 45 returns you can exchange later if your 1st choice comes back in stock.

Unfortunately, we can only accept one discount code per order.

Absolutely! Gift Cards can be found here.