Return and refund policy
We accept eligible returns within 30 days of receiving your order.
Please contact us before sending anything back so we can guide you through the return process and provide the correct return instructions.
Returns sent without contacting us first may be difficult to identify or process correctly.
Return Conditions
- The item must be in the same condition as received: unused, unworn, with tags attached, and in its original packaging.
- Proof of purchase, such as an order confirmation or receipt, is required.
- The item must be safely packed for the return shipment.
How to Start a Return
- Email us at hello@pacheleather.com within 30 days of delivery.
- Please include your order number and the reason for the return.
- After approval, we will send you return instructions.
- Ship the item to the return address provided in our instructions.
Important: Please do not send your item back without contacting us first.
Return Shipping Costs
For standard returns, such as a change of mind, wrong size choice, or personal preference, the customer is responsible for return shipping costs.
We recommend using a trackable shipping service, as we cannot issue a refund until the returned item has been received and inspected.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If the item is defective, damaged, or incorrect, contact us as soon as possible at hello@pacheleather.com.
Please include your order number and clear photos of the item, packaging, and shipping label. We will review the situation and help find the best solution, which may include a replacement, repair, refund, or another fair resolution depending on the case.
Non-Returnable Items
- Gift cards are non-returnable.
- Custom or clearly personalized items are non-returnable unless they arrive defective, damaged, or incorrect.
- Final sale items may not be eligible for return where permitted by law.
Exchanges
If you would like a different item, color, or size, please contact us first. In most cases, the quickest option is to return the original item and place a new order separately. We will guide you through the best option.
EU 14-Day Cooling-Off Period
For orders shipped to the European Union, you may cancel your order within 14 days of delivery without giving a reason, except for items that are custom-made, clearly personalized, or otherwise excluded by applicable law.
Pache offers a 30-day return window for eligible items, so EU customers may also request a standard return within 30 days of delivery under the conditions listed above.
For standard returns, the customer is responsible for return shipping costs unless the item is defective, damaged, or incorrect.
Refunds
After we receive your return and check that everything is in its original condition, we will notify you and process your refund if the return is approved.
If approved, your refund will be processed to your original payment method within 10 business days. Your bank or payment provider may need additional time to post the refund to your account.
If more than 15 business days have passed since your refund was approved, please contact us at hello@pacheleather.com.
Questions?
If you are unsure whether your order is eligible for return, please contact us at hello@pacheleather.com. We will be happy to help.