Refund policy

Returns & Refunds Policy

In accordance with applicable US Federal Trade Commission (FTC) regulations and Texas Deceptive Trade Practices Act (DTPA), Tex. Bus. & Com. Code §§ 17.41–17.63.

1. Return Window

Halden Row offers a 90-day return window from the date you receive your order. You may return any eligible item within this period without needing to provide a reason, provided the conditions below are met.

To initiate a return, please notify us through one of the following channels:

  • Email: Help@haldenrow.com — include your full name, order number, and the item(s) you wish to return
  • Return form available at: haldenrow.com

2. Return Conditions

Handbags and accessories (crossbody, tote, clutch, shoulder, hobo, belt bag, straw/woven bags):

  • Items must be unused and in their original, uncarried condition.
  • The exterior must be free of scratches, marks, stains, and odors (including perfume or cosmetics).
  • The interior lining must show no signs of use — no pen marks, cosmetic residue, dirt, or transfer stains.
  • All hardware (clasps, zippers, buckles, rings, and magnetic closures) must be scratch-free and show no signs of repeated use.
  • Straps and handles must be in their original shape, with no deformation from being carried.
  • Straw and woven bags must show no broken, bent, or frayed weave elements.
  • All original packaging must be present and intact: dust bag, tissue paper, original box or bag, and any hangtags or care cards included with the item.
  • Original hangtags must be attached and undamaged.

All items:

  • The return request must be submitted within 90 calendar days of receiving the order.

Non-returnable items:

  • Bags showing any signs of use: scratched hardware, marks or stains on the interior, scuffs on the exterior, odors, or strap deformation.
  • Items with hangtags removed or damaged.
  • Items not accompanied by the original dust bag, box, or packaging materials.
  • Straw or woven bags with broken, bent, or frayed weave.
  • Customized or personalized products made to the customer's specifications.
  • Sale or clearance items explicitly marked as final sale at the time of purchase.

3. Return Process

  1. Contact our team at Help@haldenrow.com or via the return form at haldenrow.com, providing your order number and the items you wish to return.
  2. Our team will review your request and respond within 1 to 3 business days with confirmation and return instructions.
  3. Once confirmed, repack the item in its original packaging — including dust bag, tissue paper, and hangtags — and ship it to the address we provide.
  4. After we receive and inspect the returned item, we will process your refund or exchange as described below.

4. Return Shipping Costs

  • Defective or incorrect item: Halden Row covers all return shipping costs.
  • Change of mind / voluntary return: Return shipping costs are the customer's responsibility. We recommend using a tracked shipping service.

5. Refunds

Once the returned item is received and inspected, Halden Row will process the refund within 14 calendar days of receiving the return.

Refunds will be issued to the original payment method used at checkout. Original shipping costs will not be refunded in cases of voluntary returns, unless the entire order is returned due to a defect or error attributable to Halden Row. Please allow 3–10 additional business days for the refund to appear in your account, depending on your bank or payment provider.

6. Exchanges

If you would like to exchange an item for a different style or color, indicate this in your return request. Exchanges are subject to availability. If the requested item is not available, a full refund will be issued.

7. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us at Help@haldenrow.com within 48 hours of receiving the order. Include photos documenting the condition of the product and packaging.

Halden Row will arrange, at no additional cost, the shipment of a replacement product or, if unavailable, a full refund including original shipping costs.

8. Cancelled Orders or Out-of-Stock Products

If a product is unavailable at the time of order processing, Halden Row will notify you by email and cancel the order, issuing a full refund within 14 calendar days via the original payment method.