Customer Service

Domestic Shipping

All domestic U.S. packages will be shipped via USPS for a $5 flat rate charge. For maximum protection all packages have insurance for the full price of the product built into the calculated shipping price. Once shipped, you should receive their package between 1-3 days. You will be notified with a tracking number once the package has been shipped.

 

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 

The return policy lasts 30 days. To be eligible for a return, your item must be unused and in the same condition that you received it. Closeout/clearance items are not eligible for returns. Once the item has been received, a refund will be issued to the card on file for the order.

 

Exchanges

To exchange for an item of a different type, please email orders@ianjamesnewyork.com. Once your request has been processed and responded to, you will receive instructions for shipment and production time. Once Ian James has received your product, a refund will be issued for the price difference of both items if applicable.

 

Repairs

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