Terms of service

Welcome to EbonyBag, operated by EbonyBag Holding, a household business registered in Vietnam (referred to as “we,” “us,” or “our”). We operate the EbonyBag website (the “Site”). By visiting or purchasing from our Site, you (“the customer,” “you,” “your”) agree to be bound by these Terms of Service (“Terms”), including the additional policies referenced here.

1. ACCEPTANCE OF TERMS

By accessing the Site or placing an order, you agree to these Terms and our other posted policies, including our Refund Policy, Shipping Policy, Privacy Policy, and Contact Information. If you do not agree with these terms, please do not use our Site or services.

2. GENERAL CONDITIONS

  • We reserve the right to refuse service to anyone for any reason at any time, particularly if we suspect unauthorized or fraudulent activity.
  • You must be at least the age of majority in your state or province of residence, or have parental or guardian consent, to use our Site.
  • Any reliance on information on this Site is at your own risk. We do our best to keep product details, prices, and availability current, but inaccuracies or omissions may occur.

3. PRODUCTS & CUSTOM ORDERS

  • Made-to-order items: Most of our products are custom-made for each buyer. Because each bag is made to order, we do not accept returns or exchanges simply for a change of mind after production has begun. See our Refund Policy for details.
  • Color and design variations: We attempt to display our products accurately; however, differences in monitor settings or printing processes may lead to slight variations in color or appearance.
  • We reserve the right to limit sales of our products to any person, geographic region, or jurisdiction on a case-by-case basis.

4. ORDERS, PAYMENT & DESIGN APPROVAL

Use one of the payment methods shown at checkout. By providing payment information, you represent that you are authorized to use it. Full payment is required before we review a photo or prepare design options.

Product prices exclude applicable sales tax and shipping charges. These are calculated and shown at checkout. You will not be asked to pay additional import, customs-clearance, or delivery fees when your parcel arrives.

For a product that requires a photo, upload it before adding the item to your cart. After full payment and receipt of a usable photo, we email three design options for the bag you selected. Reply to choose an option or request a revision. Your order includes up to two rounds of design revisions across the whole order. Each revised version needs your explicit final approval. Uploading a photo, paying, or not replying does not count as approval.

If your photo or order details need attention, we email you. Please follow the reply deadline stated in that email and let us know if you need more time. Questions and revision requests are treated as replies. Your order stays on hold until the required information and final approvals are complete; we do not treat silence as permission to produce.

Products that do not require a photo do not have a photo-design approval step. If an order contains several items, we wait until the entire order is ready before production begins.

Production takes 5–7 business days once your entire order is ready to make: payment has been received, the 12-hour change and cancellation window has ended, all required information is complete, and the final design for every photo item has been approved.

5. SHIPPING

We currently ship only within the United States.

Estimated U.S. shipping takes 7–15 business days from carrier handoff. The combined production and shipping estimate is 12–22 business days. This does not include time before your order is ready, such as the initial 12-hour window or waiting for missing information, a usable photo, or your final design approval. These are estimates, not guaranteed arrival dates.

Shipping charges are shown at checkout. See our Shipping Policy for details.

We send your shipping confirmation and tracking information once the relevant items have been handed to the carrier. A tracking number or label alone does not confirm carrier collection, and carrier updates can take time to appear. An order may travel in more than one parcel; each parcel has its own tracking information.

6. CHANGES, CANCELLATIONS, RETURNS & REFUNDS

Send any change or cancellation request to cs@ebonybag.com within 12 consecutive hours of successful payment, while production has not begun. We do not begin production during this 12-hour window. Please include your order number and the change you need. We review requests received within the window before production; any revised order details must be confirmed before we make your bag.

After the 12-hour window, contact us promptly and we will review what is still possible for the stage of your order. Once production has begun, changes or cancellation for a change of mind may no longer be possible.

Because each bag is made to order, we do not accept returns or exchanges simply for a change of mind after production has begun.

Please report a damaged, defective, or incorrect item to cs@ebonybag.com within 3 days of tracking-confirmed delivery. Include your order number and a description of the issue. Clear photos can help us review it; we only ask for evidence reasonably needed for your case, and an unboxing video is not required.

Our first remedy for a damaged, defective, or incorrectly made item is a free remake. You do not need to return the faulty item. If a remake is unavailable, does not resolve the issue, or would be unreasonable, we review an appropriate refund to the original payment method.

We review reasonable exceptions when an issue could not reasonably be identified or reported within three days. This reporting window is not used to automatically reject a lost or undelivered parcel, or a report that tracking says delivered but the parcel was not received. See our Refund Policy for full details.

7. LIMITATION OF LIABILITY

  • We do not guarantee that our services will be uninterrupted, timely, secure, or error-free.
  • To the fullest extent permitted by law, EbonyBag shall not be liable for any direct, indirect, incidental, or consequential damages arising from your use of our site, products, or any breach of these Terms.
  • Some states do not allow the exclusion or limitation of certain damages, so these limitations may not apply to you.

8. ACCURACY OF BILLING & ACCOUNT INFORMATION

  • You agree to provide current, complete, and accurate purchase and account information for all orders placed at our store.
  • We reserve the right to cancel or refuse any order if we suspect fraud or unauthorized activity.

9. PERSONAL INFORMATION

Your submission of personal information through the store is governed by our Privacy Policy. Please review it to understand how we collect, use, and disclose your data.

10. DISPUTE RESOLUTION

If you have a dispute with us, we encourage you to contact us directly at cs@ebonybag.com so we can try to resolve it. Your rights to raise a dispute with your payment provider or to use other remedies available under applicable law are not affected.

11. MANDATORY CONSUMER RIGHTS

Nothing in these Terms excludes or limits rights or remedies that cannot be excluded or limited under applicable law.

12. CHANGES TO THESE TERMS

  • We reserve the right to update, change, or replace any part of these Terms by posting updates to our Site. It is your responsibility to check periodically for changes.
  • Your continued use of the Site after any changes constitutes acceptance of those changes.

13. CONTACT US

For questions about these Terms or your order, contact cs@ebonybag.com. For an order issue, we provide an update by the next working day. An update does not mean the issue has been resolved.

Operator: EbonyBag Holding, a household business registered in Vietnam.
Registered, contact and mailing address: 67 Mai Chi Tho Street, Thu Duc City, Ho Chi Minh City, 700000, Vietnam

By using or purchasing from our Site, you acknowledge that you have read and agree to these Terms of Service.