Refund Policy

Last updated: February 18, 2026

Thank you for shopping with Two Bags by Ivy. Each Two Bags product is thoughtfully designed and made to order, which allows us to produce intentionally and avoid excess waste.

Please read this policy carefully before placing your order.

1. Made-to-Order Policy (Important)

All Two Bags products are made to order, meaning production begins after your order is placed.

Because of this:

  • All sales are final once production has begun
  • Orders cannot be canceled, refunded, or changed after confirmation
  • We do not accept returns or exchanges for made-to-order items, except as outlined below

By placing an order, you acknowledge and accept this made-to-order policy.

2. Eligible Returns (Limited Exceptions)

We will only accept a return or replacement if your item:

  • Arrives damaged, or
  • Contains a manufacturing defect

To be eligible:

  • You must contact us within 7 days of delivery
  • The item must be unused, unworn, and in its original packaging
  • Proof of damage or defect (photos/video) is required

Approved claims will be resolved at our discretion through:

  • Replacement of the item, or
  • Store credit (preferred), or
  • Refund (rare and case-by-case)

3. Non-Returnable Items

The following are not eligible for return, refund, or exchange:

  • Made-to-order or custom items
  • Preorders or limited-edition releases
  • Items damaged due to normal wear, misuse, or improper care
  • Items with slight variations in color, texture, or grain (natural leather characteristics)
  • Orders delayed due to carrier issues or customs processing

4. Order Issues & Chargebacks

If you experience an issue with your order, contact us first at hello@mytwobags.com.

We ask that you contact us directly to resolve any concerns before initiating a payment dispute.

In the event of unauthorized or fraudulent chargebacks, we reserve the right to contest the dispute and restrict future purchasing access at our discretion.

5. Shipping Costs & Duties

  • Original shipping fees are non-refundable
  • Return shipping (if approved) is the customer’s responsibility
  • International orders are subject to customs duties, taxes, and import fees, which are non-refundable

6. How to Request Support

Email us at hello@mytwobags.com with:

  • Order number
  • Description of the issue
  • Supporting photos or video (if applicable)

We will respond within a reasonable timeframe.