At ONLINE-CUSTOMIZE, we are committed to providing our valued customers with a seamless and enjoyable shopping experience. Please take a moment to review our shipping and returns policy to better understand our terms and conditions.

Information

We ship all orders via 4PX Tracking, a reliable and trackable shipping service. You will receive a tracking number once your order has been dispatched and check the order through my account under TRACKING can see your tracking number, when you click it can check the shipping status at any time. 4PX also offers you the chance to schedule your preferred delivery window on the 4PX platform, ensuring your package arrives when it suits you best.

The estimated delivery time for standard shipping is typically 8-16 business days, depending on your location.

You may be contacted by 4PX Tracking with a request for additional information in order to comply with local customs laws and requirements. Please provide them with the required information to ensure they are able to clear your order from customs. 

ONLINE-CUSTOMIZE insures each purchase during the time it is in transit until delivery. A signature is required for all goods delivered, at which time responsibility for your purchased goods passes on to you. If you have specified a recipient other than yourself (e.g. gifts), you accept their signature as evidence of delivery and transfer all liability over to them.  ONLINE-CUSTOMIZE is not responsible for lost items once a package has been delivered and signed off. 

Returns & exchanges

Return policy

Enjoy quick and easy returns within 35 days of purchase. 

While we strive to ensure your complete satisfaction with your purchase, we understand that returns may be necessary in some cases.

We accept returns of full price items within 35 days of the delivery date for eligible items. To be eligible for a return, the item must be in its original condition, unused, and with all original tags and packaging.

All items must be returned in perfect new-like resalable condition, unused, and with the original package (including boxes and dust bags) with tags and protective film still attached on the hardware (metal hardware may not show any scratches). We are unable to offer an exchange or refund on items that are worn, damaged, not in their original packaging or missing any packaging. 

ONLINE-CUSTOMIZE reserves the right to refuse any return that does not meet our requirements. If your return is not accepted, it can be sent back to you at your own expense and no refund will be issued. 

Your refund will be credited to the same form of payment used to make the purchase. Returns postmarked outside of the 35 day policy are ineligible for a refund but can be processed for an online store credit. 

How do I initiate a return?

To initiate a return or to exchange your ONLINE-CUSTOMIZE bag, please write us an e-mail at  returns@online-customize.com, mentioning your Order # in the subject line and reason for return. We’ll respond promptly with next steps to manage your return and will provide a label to return your bag. 

Exchanges

If you would like to change the color, size or style you have ordered, please contact us at
returns@online-customize.com to start the exchange process. ONLINE-CUSTOMIZE can either arrange for a refund or voucher to allow you to place a new online order of the bag of your choice. Please note that the $ 15 return fee will be deducted from your refund.