Shipping & Return Policy
dwarvesbags.com is the exclusive official online boutique for our handcrafted bag and accessory collections. While our heritage began with our renowned footwear atelier, we do not authorize any third-party websites or unauthorized resellers to represent the Dwarves® brand. Shopping directly through our dedicated official channels ensures you receive authentic artisan craftsmanship and our full quality warranty.
We are Chinese craftspeople. All our shoes, bags, and leather goods are handcrafted in our China studio. Every product is made with care by skilled artisans and ships directly from China. Our warehouses in the United States, Canada, Europe, and Australia are for return and exchange processing only - all production and fulfillment happen in our China workshop.
Production Time
Most of our bags are handcrafted to order, ensuring the highest quality and allowing for customization.
Normal Production Time
- In-stock items: Ship within 3 business days.
- Made-to-order items: Ship within 7 business days.
Important: If we find that we don't have the materials to make your order, we will email you immediately. Please check your email regularly. If we cannot contact you by email or SMS within 30 days, we will refund your order directly.
Busy Seasons
During peak periods (holidays, sales events), production may take longer. We will always try our best to ship out as soon as possible. Handmade craftsmanship takes time, and we do it with our heart.
Cancellation of Order
You can cancel your order and receive a full refund before the order is shipped.
Once the order is shipped, we cannot take the bag back in transit and the order cannot be cancelled. However, you may return it within 7 days of receipt according to our return policy.
To cancel an order: Contact us immediately at customer@dwarvesbags.com
Shipping
1. Shipping Fees
FREE SHIPPING to all countries worldwide!
We also offer a paid FedEx option for faster delivery.
2. Shipping Time
Free Standard Shipping:
- Delivery time: Approximately 5-15 business days to most locations
- Once your order ships, we'll send you an email with the tracking number and tracking link
Paid FedEx Express (Optional):
- United States & Canada: 3-4 business days
- Australia: 5-8 business days
- Europe & South America: 4-7 business days
- Asia: 2-3 business days
3. Important Shipping Notes
We will only ship to the address you provide. Please ensure your shipping address is correct and complete during checkout. We are not responsible for packages sent to wrong or incomplete addresses. If your package is returned due to an insufficient or incorrect address, we cannot refund you, as we've paid double shipping fees.
We cannot guarantee exact arrival times and do not accept urgent orders. Please place your order in advance if you need it by a specific date.
Australia: Free shipping to Australia typically takes 20 days. If you need faster delivery, please choose the paid FedEx option at checkout.
United States: Free shipping to the US and Canada is normally 7-15 days (average 10 days). For faster delivery, choose the paid FedEx option.
Returns & Exchanges
To be eligible for returns or exchanges, items must be:
- Unworn and unused
- Unwashed and unaltered
- In original condition with all tags attached
- In original packaging
We will NOT issue refunds or exchanges if the customer rejects the package.
1. Exchange (Size/Color/Style)
Please check product details carefully before placing your order. You can exchange the size, color, or style within 7 days from the time you receive your shipment.
Exchange shipping costs:
- You pay: Return shipping cost to send the item back to us (check with your local postal service)
- We pay: Shipping cost to send the replacement item to you
The bag must be returned in the condition it was sent out.
2. Refund
If you are not satisfied with our products for any reason, you can return items within 7 days from the receipt date for a replacement or refund.
Refund details:
- Refund amount: Product price only (shipping costs are non-refundable)
- Processing time: We will refund you as soon as possible after receiving and inspecting the returned item
Before returning: Please contact us at customer@dwarvesbags.com to get the return shipping address and instructions.
Non-Refundable Cases
We will NOT issue refunds in the following situations:
A. Packages returned due to incorrect or incomplete addresses provided by the customer. We've paid double shipping fees in these cases.
B. Customer refuses to pay customs fees when the package arrives at the local customs office.
C. Customer refuses to pick up the package when it's delivered or at the pickup location.
D. Damage caused by improper use by the customer.
E. Products that have been worn or used by the customer.
F. Clearance items - do not accept exchanges or refunds.
G. Orders over 90 days old.
H. Delays or loss of packages resulting from force majeure events, including but not limited to natural disasters, strikes, wars, and policy changes.
Return Shipping Instructions
Return Label & Shipping Cost
Please note that we are unable to provide return labels through our website system. All returns require customers to contact their local postal service (such as USPS, Canada Post, Australia Post, etc.) to ship back.
Who pays return shipping?
- Customer pays: Returns due to customer error (wrong size/color/style ordered, item not liked)
- We pay: Returns due to our error (wrong product sent, damaged products, quality defects)
Return Address Options
We currently have two return address options:
Option A: Return to China Studio (Recommended for most returns)
Choose the most convenient and affordable shipping method to send back to our China studio, where all our products are made.
Recommended if your return shipping fee is below $35.
Option B: Return to Regional Warehouse
Return to our US, Canada, Europe, or Australia warehouse (offered by our logistics partner). Please note: These are return processing warehouses only, not production facilities.
Important: You need to pay for shipping to the warehouse (contact customer service for a discount). All international returns under 3kg are subject to a $28 USD processing fee (includes warehousing, shipping to China, import duties, etc.).
Recommended if your return fee is over $35 to control costs.
Contact us at customer@dwarvesbags.com to get the appropriate return address.
Refund Process
For returned items or exchanges:
- We will inspect your returned item upon receipt
- We will email you confirmation within 7 business days of receiving your package
- Your refund will be processed to your original payment method within 10 business days from the confirmation email
Refund Timeline by Payment Method
- PayPal: Up to 48 hours
- Credit/Debit Card: 2-7 business days
Important: Refunds can only be issued to the same payment method used for the original purchase. If your original card has expired or been replaced, please contact your bank directly - they'll automatically transfer the refund to your new card or account in most cases.
Additional Return Notes
A. All returned items must be in new condition - unused, unworn, unwashed, with all original tags and packaging.
B. Do NOT send packages back to the sender's address on the original package. If your return request is accepted, we will provide you with the correct return address and instructions.
C. Returns sent to addresses other than the one provided by Dwarves cannot be received and will not be eligible for refund or exchange.
D. We shall not be liable for delays or loss of packages resulting from force majeure events, including natural disasters and policy changes.
Quality Guarantee
Leather bags aren't made to last forever, but with proper care, they can last for many years. Please learn to protect your leather bags by following our Care & Maintenance Guide.
30-Day Quality Guarantee
If your bag shows quality problems within 30 days from the time you receive it, caused by manufacturing defects (not normal wear), we will exchange it for you.
Covered defects include:
- Hardware breaking or malfunctioning
- Stitching coming undone
- Leather peeling or cracking (not due to use)
- Zipper failure
- Glue separation
90-Day Free Repair
Within 90 days, any fault caused by manufacturing defects (not normal wear or misuse), we will repair it for free.
Quality Claim Process
- Email us at customer@dwarvesbags.com with photos of the issue
- Ship the bag back to us
- Email us the package tracking code
- When we receive the bag, we'll ship a new one or repair it
Shipping cost: Customer pays return shipping; we pay shipping for the replacement or repaired item.
Package Lost or Not Delivered
The logistics provider will compensate for lost packages if they cannot be delivered within 60 days (except for circumstances beyond our control: natural disasters, strikes, wars, customs seizure).
We will follow up on your order and assist you. We are not responsible for packages lost, returned, or misdirected due to incorrect addresses provided by the customer.
Important: If your package is lost, please contact us within 60 days from your order date. We cannot accept claims for package loss on orders over 90 days old.
Information Safety
We do not use your information for any purpose other than fulfilling your order. For details, please see our Privacy Policy.
Important Reminders
Please read product details and size information carefully. Worldwide delivery is not always easy, and returning can sometimes be difficult and expensive. (Please check with your local postal service about return shipping costs.)
We are Chinese craftspeople. All bags, shoes, and leather goods are handcrafted in our China studio and ship from China. Returns also go back to our China studio for inspection and processing. Our warehouses in the United States, Canada, Europe, and Australia are for return processing only - they do not stock inventory or fulfill orders.
Because bags come in many styles, colors, and customization options, and sometimes customers have special requests, it's very difficult to maintain large inventory in regional warehouses. Our made-to-order model ensures the highest quality and allows us to minimize waste.
Our Commitment
From 2012 to 2026, we've been here for 14 years! Our flagship website dwarvesshoes.com opened in 2017 and has served hundreds of thousands of customers worldwide for over 8 years. Now we're bringing you dwarvesbags.com with the same dedication to quality and service.
We adhere to our brand values and are trustworthy partners. Your satisfaction is our priority.
Questions?
If you have any questions about shipping, returns, or exchanges, please contact us:
Email: customer@dwarvesbags.com
Response time: Within 24-48 hours
We're here to help make your Dwarves Bags experience exceptional!
