Refund policy

OUR RETURN POLICY

We want you to love your new piece, but we understand that sometimes it might not be the right one for you.

For online purchases, you can return your item within 7 calendar days of delivery (or first delivery attempt) for a full refund of the purchase price. Your return request must be made in writing within these 7 days, and the item must arrive back with us within the same 7 days.

Return conditions

Your item must come back to us exactly as you received it:

The original security tag is attached and undamaged.
The item has only been tried on at home, never used or worn outside.
Its condition matches exactly the condition at delivery, with no new signs, scratches, stains, odours or creases.
All accessories are included (for example, dustbag, box, cards, strap, lock and keys).
The item is carefully packed so it travels safely.

How to return

1. 1. Let us know in writing before shipping the item back. Email info@secondhandbags.ch with your order number, your name, the item and the reason for the return.

2. 2. Pack the item securely, with all accessories and the security tag attached.

3. 3. Ship it insured and with tracking to Secondhandbags AG, Turbinenstrasse 32, 8005 Zurich, Switzerland. The item must reach us within 7 calendar days from delivery or the first delivery attempt.

4. 4. We inspect and confirm. Once everything has been checked, we will send you confirmation and refund the amount to your original payment method.

How we count the days. The delivery date is the date on which your parcel is shown in tracking as delivered or collected, or the date of the first delivery attempt. All days are calendar days. The relevant date is when your return reaches us, not the shipping date. If Day 7 falls on a Sunday or a public holiday in Zurich, the deadline is extended by 1 calendar day.

Return shipping. You are responsible for the cost of return shipping unless the return is due to an error on our part. Until your return reaches us, the parcel travels at your risk. If it is lost or damaged in transit, we cannot issue a refund. We therefore strongly recommend insured shipping.

Refund timing. After successful inspection, we will refund the amount to your original payment method, usually within 3 to 5 working days (up to 7 working days for items from CHF 8'000). For Klarna or PowerPay purchases, the refund will be processed through the payment provider.

Items from CHF 8'000

Additional conditions apply to our most valuable pieces. They protect you, our sellers and the integrity of the item:

Returns must be registered within 48 hours of delivery or the first delivery attempt, and the item must reach us within 7 days.
The item must be completely unworn and in exactly the same condition, with all accessories (box, dustbag, felt, lock and keys, strap) and the security tag attached.
We recommend filming the unboxing so any transit damage is documented.
Refunds may take 5 to 7 working days due to additional checks.
For very rare or strictly limited pieces, returns may be excluded. We will always inform you clearly before purchase.

When something is not right

If there is an issue with your order, please contact us within 48 hours of delivery by email at info@secondhandbags.ch, including your order number and photos. This applies to:

A wrong item sent
Damage during delivery (an unboxing video helps)
Missing accessories listed on the product page
A parcel marked as delivered but not received

The security tag must remain attached. If the issue is on our side, we will cover all shipping costs.

If you have questions about authenticity, you can find everything important in our Authenticity Guarantee.

Refused, uncollected or undeliverable parcels

If a parcel is refused or not collected within the deadline, the order is considered undelivered. It is not a return, and the return periods mentioned above do not apply.

Once the parcel is back with us, we will contact you by email. You then have 3 calendar days to decide:

Have it resent. You pay the new postage in advance, and we will send the parcel again once payment has been received. You can choose a delivery date that suits you.
Cancel the order. We will refund the purchase price minus a restocking fee of 10% of the item price.

This deduction does not apply if the parcel could not be delivered due to an error on our part or if you refused it because the packaging was visibly damaged.

If we do not hear back from you. If we do not receive a reply within 180 days of our first message, despite at least two attempts to reach you, we may exercise the rights available to us under Swiss law for uncollected goods, including depositing or selling the item where legally permitted.

Cancellations

If you change your mind before shipping, please write to us as soon as possible. If your order has not yet left our store, we will cancel it and refund the full amount.

If we need to cancel. Each of our pieces is unique. In rare cases, an item may no longer be available after your order, or may not pass our final check. In such cases, we will inform you immediately and refund the full amount.

Fair use

Our return policy gives you peace of mind when shopping. To keep it fair for everyone, we may refuse returns or future orders if we identify repeated or abusive use, for example: more than 3 returns within 6 months, used items that are then sent back, or returning a different item from the one delivered.

Excluded from returns

Purchases in our office
Very rare or strictly limited pieces that are marked as non-returnable before purchase or sourced on request
Returns without a security tag

We are here for you

If something does not feel right or you are unsure about anything, email us at info@secondhandbags.ch or send us a message on Instagram or WhatsApp. We are always looking for fair, warm and straightforward solutions.

Last updated: 2026-10-14