Returns & Exchanges

Returns and Exchanges

You can return or exchange a ready-to-ship bag within [30] days of delivery if it's unused and in its original condition.

What can be returned

  • Ready-to-ship bags that are unused, unmarked and with all original tags, dust bag and packaging.
  • Bags must be returned in the condition you received them: no scent, makeup, pen marks, creasing from use or pet hair.

What can't be returned (unless faulty)

  • Made-to-order and custom bags, because they're made just for you.
  • Personalised or monogrammed bags.
  • Sale and seconds items marked final sale.
  • Gift cards.

How to return or exchange

  1. Email malibagsinfo@gmail.com within 12 days of delivery with your order number, the bag you're returning, and whether you'd like a refund, exchange or store credit.
  2. We'll reply within 2 business days with the return address and instructions.
  3. Pack the bag securely in its dust bag and original packaging, and send it back with a tracked service. Return shipping is paid by you, and the bag is your responsibility until it reaches us.
  4. We'll inspect it within 3 business days of arrival and email you the outcome.

Exchanges: we'll swap for a different style or colour, subject to stock. If the new bag costs more, we'll invoice the difference. We cover the cost of shipping your exchange back to you within Australia.

Changed your mind? That's fine. Change-of-mind returns follow the steps above.

Refunds, faulty items and wear

Approved refunds go back to your original payment method within 5-10 business days of us receiving your return.

Refunds

  • Refunds cover the price of the bag. Original shipping costs aren't refunded unless the bag is faulty or we made a mistake.
  • Prefer store credit? We'll issue it as a gift card, valid for 12 months.
  • If a return arrives used or damaged, we'll send it back to you at your cost, or offer a partial refund.

Faulty or wrong items

If your bag arrives faulty, or we sent the wrong item, contact us within 12 days with videos. We'll pay return shipping and offer a repair, replacement or full refund. This applies to made-to-order and custom bags too.

Our goods come with guarantees that can't be excluded under the Australian Consumer Law. Nothing in this policy limits your rights under it.

Handmade character and wear

Because each bag is made by hand, small variations in stitching, pattern placement and colour are part of its charm, not a fault. Normal wear over time, such as softening, rubbing at corners or marks from use, isn't covered. If something fails that shouldn't, like a strap or seam giving way, email us and we'll take a look. We'd always rather repair a Mali bag than see it thrown away.

Questions?

Email malibagsinfo@gmail.com or DM us on Instagram @malibags.store. Rita reads every message and replies within 1-2 business days.