Terms Of Service
If you wish to cancel or modify your order, please do so ASAP and send an email as soon as possible to: firstname.lastname@example.org
We will make every effort to accommodate your request. However, once a product has left our premises for shipping, the purchase cannot be cancelled or modified until the product has been returned to us. In this case, please refer to our return policy and return your purchase once you have received it.
All our designs, content and images are rights protected. Please ask for permission before using the images.
Full refunds are only offered 2 weeks prior to the event date.
1. Order placed: Once your order is placed, we will endeavor to complete the production to the highest level as soon as we can.
2. Production 'made to order': All our bags are made to order from our London based, Studio Candice Lau. This normally takes our craftswoman 5-10 days to complete so to ensure it is at its best!
3. Delivery notice: You will be kept informed about the process of the order throughout until it is ready for delivery.
4. Out for delivery: Once the product is out for delivery, we will send through a tracking number so you will know exactly where and when to expect the parcel.
N.B. We have had very smooth International shipments since we started International sales. We perceive that the trusty delivery service will continue to keep us and our customers well served. However, we know that sometimes, there is a chance that parcels get held up by customs, so please do keep this in mind when ordering which may affect the delivery time we have stated on our website.
You have the right to return the purchased merchandise(s) within 7 days of your order being delivered to you and a full refund is possible (excluding delivery charges).
When returning/exchanging an item, the cost is at your own expense. Please bare in mind that if you are based outside the EU, you will need to pay duties and taxes too.
We recommend that you send the item using a carrier that insures you for the value of the goods and provides you with a track and trace number as this is done at your own risk. Please send the returned merchandise to: Studio E2I, Cockpit Yard, Northington Street, London, United Kingdom
We cannot accept returns on products that were not purchased through the Kuku Big Bag web shop and products purchased at fairs directly from Kuku Big Bag.
We do not accept the return of items sold at a discounted rate.
Faulty goods: please note that items that are damaged as a result of normal wear and tear are not considered to be faulty. If you would like to exchange a faulty item (instead of obtaining a refund), please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items. If it cannot be repaired or the same product is not available, you are entitled to a full refund.
Please note that we do not accept liability for goods that are not returned.
Bespoke items: We will not accept returns of bespoke items. You will have up to 6 months for amendments from the day of purchase.
Refunds: Your refund will be credited to the original purchaser's credit card, and will exclude shipping costs (with the exception of faulty items). Outside the EU, customs duties and sales taxes are non-refundable. Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time.