Shipping & returns
How long does it take?
Production and delivery estimates.
Production takes an estimated 5–7 business days once your order is ready. U.S. shipping takes an estimated 7–15 business days from carrier handoff, for a total of 12–22 business days. The total excludes waiting for photos, required information or final approval and the 12-hour change/cancellation window. These are estimates, not guaranteed arrival dates.
Please complete payment, provide the required information and approve any photo designs. Production starts after these steps are complete and the 12-hour change/cancellation window after full payment has ended. For photo items, we email three options after full payment and a usable photo; reply to approve the final version or request changes.
We currently ship only to the United States. Shipping and any applicable sales tax are shown at checkout before payment. No additional fee is due when your order is delivered.
Can I change or cancel?
Contact us within 12 hours after full payment for changes or cancellation.
Each handbag is made to order. Email cs@ebonybag.com with your order number and request within 12 continuous hours after full payment, before production begins. This window applies to orders with photos, orders without photos and mixed orders. Production does not begin during this 12-hour window. After production begins, changes or returns solely because you changed your mind are not accepted.
What if the item is wrong or damaged?
We will make a wrong or damaged order right.
Contact us within 3 days of tracking-confirmed delivery with your order number and a description of an incorrect, defective or damaged item. Clear photos can help us review it; we only ask for evidence reasonably needed for your case, and an unboxing video is not required. Reasonable exceptions after 3 days can still be reviewed. When a shop or production error is confirmed, we prioritize a free remake without requiring the faulty item to be returned. If a remake cannot reasonably resolve the issue, we will review a refund to the original payment method. Lost or undelivered packages and disputed delivery scans are investigated with the carrier; these claims are not rejected solely because the 3-day reporting period has passed.
Contact support