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customize handbags online

Browse our FAQs

We want you to be happy with your new bag. But if you’re not, here’s what ya do….
Just send an email to customercare@hookandrope.com to begin the returns process.

Return Policy
You have 30 calendar days from the date of receipt to return an item.
Your item must be unused and in the same condition that you received it and in its original packaging.

Refund Policy
Once we receive your item, we will notify you that we have received it and provide the status of your refund. When your return has been processed, we will refund your purchase in the original form of payment. Regarding credit cards, you may see a slight delay, depending on your card issuer’s processing time.

Shipping on returned items
Return shipping is paid by the purchaser, excluding items being returned due to shipping damage or an order error.
If your item was damaged during shipping or if you received the wrong item, we will ship a replacement for free or provide a full refund if you prefer.
Please note:  Custom orders are not refundable. Custom bags are exchange only.
SHIPPING IS FREE!
Orders are shipped within 1-2 business days via USPS. You’ll receive an email with tracking information when your order ships.
Custom bags are shipped in 7-10 business days via USPS.  
Payment for orders is processed securely through Paypal. You don’t need a Paypal account in order to make a purchase. 
General Cleaning Advice
1. Washing your bag by hand is the safest method for thoroughly cleaning it.
2. If you prefer to machine wash, you should insert your bag in a pillowcase and tightly knot the case closed. This will protect your bag during the wash cycle. Use the gentle and cold settings on your machine.
3. Lay flat to dry. Never machine dry, PLEASE!

Spot Cleaning/Stain Removal
1. Empty your bag before you start cleaning.
2. Use a soft cloth to carefully wipe away excess dirt or to blot stains. Avoid using anything abrasive on your bag.
3. *Wet a clean soft cloth with warm water and gently wipe the area. You can add a small amount of gentle soap to the cloth to help remove the stain, but test it in an inconspicuous area first. (No harsh laundry detergents, no products containing bleach, and no strong hand soaps, please.)
4. Then blot or wipe the area with another clean damp cloth to remove any remaining soap or residue.
5. Allow your bag to air dry. Do NOT apply any type of heat to speed up the drying process. Let it dry on its own.

Cork Care
Cork leather is water resistant and stain resistant so it’s likely that your bag will stay relatively clean. However, if you find that you do need to clean it, here’s a few things to remember.

1. Cork can be spotted cleaned or washed in cold water.
2. Use a mild soap and rub gently. Abrasive or strong cleaners can damage the cork so be careful.
3. Once clean, rinse completely.
4. Lay your bag flat and allow it air dry.

Handbag Storage

Help maintain your bag’s shape by stuffing it. Use shopping bags or old gift wrap to gently stuff your handbags. Keep your bag looking new AND recycle too!

Protect your bag from dust, dirt, and snags. Use a soft breathable cover that closes like our drawstring covers available in 2 sizes. They’re perfect for storing your handbags.

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