Customer Service

Order Production

All orders are handmade (and mostly to order). Please refer to each product page for specific production times. During checkout, customers can choose from local pickup at the SF boutique or domestic/international shipping. When the production of the order is complete, an fulfillment notification will be emailed with local pickup instructions or shipping tracking number. 

Domestic Shipping

All domestic U.S. packages will be shipped via USPS or UPS with insurance with the customer having choice between carriers and shipping speeds.  Once shipped, you will be notified with a tracking number. 

International Shipping

International customers should receive their packages within 6-10 via USPS, however tracking is not always updated once the package leaves the United States. You will still be notified with a tracking number once the package has been shipped. Customers are responsible for any taxes or duties that may occur.

  

Return Policy 

Products are not eligible for refunds, however exchanges of unused items can be initiated within 30 days of purchase if you are not satisfied with the product. Plants (available in store only), custom orders, and sale (markdown) items are not able to be returned or exchanged.

To exchange for an item of a different type, please email contact@ianjamesmade.com. Once your request has been processed and responded to, you will receive instructions for shipment and production time. The customer is responsible for shipping costs. If the item is exchanged for something of lower cost than the original purchase price, the remaining balance will be placed on a gift card.

 

Repairs

Highly used bags are a sign that they are much loved and needed. If your Ian James bag needs a repair, email contact@ianjamesmade.com with a detailed summary. You will then receive a quote based on the level of repair. The customer is responsible for shipping costs.