Return Policy

We want you to be happy with your ST.RANAC piece. If it is not right for you, you may return it within 14 days of receiving it. This policy explains how, what condition we can accept items in, and how your refund is issued. It applies to every order we ship, wherever it goes.

1. Your 14-day return window

You have 14 days from the day you receive your order to tell us you want to return it — no reason required. Once you have told us, you have a further 14 days to send the item back. The date the package is delivered to you starts the clock; for orders with several items, it is the date the last item arrives.

2. Condition of returned items

Items must come back unused and undamaged, complete with any tags, dust bags, and accessories, and in their original packaging where possible. You are welcome to unpack an item and try it on to see whether it suits you, exactly as you would in a shop. If an item comes back with wear, marks, or damage beyond that kind of handling, we may reduce your refund to reflect the loss in value.

3. Custom and made-to-order pieces

Pieces made to your own specifications — your measurements, your materials, or a design created for you — are not covered by the 14-day return window, because we cannot offer them to anyone else. We confirm this with you in writing before your order begins.

A deposit of 50% is due before we start, and is refundable in full up until we begin cutting material. After that point the deposit covers the materials and work already committed. Before final assembly we send you photos so you can confirm you are happy with the piece. This does not affect your rights if a custom piece arrives with a fault in materials or craftsmanship — see section 7.

4. How to start a return

Email us at [email protected] with your order number and which items you are returning. We will reply with the return address and anything you need to include in the parcel. Please wait for our reply before sending anything back, so we can match your return to your order.

5. Return shipping costs

You pay the cost of sending the item back to us. We recommend a tracked service — until the parcel reaches us, it is your responsibility, and we cannot refund a return that never arrives. If an item is faulty, damaged in transit, or not what you ordered, we cover the return shipping instead — see section 7.

6. Refunds

Once your return arrives and we have checked its condition, we refund you using the same payment method you used to order. We aim to do this within 14 days of receiving the item back. Your refund covers the price you paid for the returned items plus the standard delivery cost you paid on the original order; if you chose a faster or more expensive delivery option, we refund up to our standard rate. Return shipping is not refunded.

7. Faulty, damaged, or incorrect items

Our bags are handmade, so small variations in colour, texture, and finish are natural and are not defects. A genuine fault in materials or craftsmanship is a different matter: contact us and we will repair the item, replace it, or refund it, and we cover the shipping both ways. This applies beyond the 14-day window too — tell us as soon as you notice the problem and send us a photo if you can.

8. International returns

We ship from Sarajevo, Bosnia and Herzegovina. If you are returning an item from outside the country, mark the parcel clearly as returned goods on the customs paperwork and state the original order number. Parcels sent without this can be charged import duty on arrival, and we may pass that cost on by deducting it from your refund. Any duties or taxes you paid to receive the order are reclaimed from your local customs authority, not from us.

9. Contact us

Questions about a return, or unsure whether your item qualifies? Write to us at [email protected] — a person reads every message. This policy sits alongside our Terms of Use.