Frequently Asked Questions
Where can I find my tracking number?
Your tracking number will be emailed once we fulfil your order. You can also log into your Bagacy account or use the support widget to view tracking.
Why was I charged import duties or VAT?
Import fees vary by country. You are responsible for any local taxes or duties applied by customs.
How do I cancel or change my order?
If not shipped, email support@bagacy.com with your order number and changes. Once shipped, changes aren’t possible.
Do you ship internationally?
Yes, worldwide shipping is available. For restricted destinations, contact support@bagacy.com.
I haven't received my package and it's late.
Check your tracking or contact the carrier. For further help, email support@bagacy.com.
What are the differences between your materials?
We use vegan leather, recycled waterproof fabrics, and premium hardware—each chosen for durability, style, and eco-friendliness.
How do I clean my bag?
Wipe with a damp cloth. For stains, use mild soap. Avoid harsh chemicals or machine washing.
Where do I enter my coupon code?
On the checkout page, click “Apply Coupon Code,” enter your code, and click “Apply.”
Why isn't my installment payment working?
Installments depend on your country/provider. Ensure your billing address matches. For issues, contact your payment provider.
My payment went through but I didn’t get a confirmation email.
Email support@bagacy.com with your transaction proof so we can verify and resend your confirmation.
What is your warranty policy?
Our lifetime warranty covers manufacturing defects and transit damage. Email photos or video of the issue to support@bagacy.com.
What’s NOT covered?
- Wear and tear
- Accidental or intentional damage (cuts, slashes)
How do I return or exchange my product?
See return instructions for your region on our Return Policy page.
Can I combine multiple orders into one return?
We recommend separate returns per order number to avoid delays.
Can I return an item without its original tag?
Items must have original tags and packaging for a valid return.
My return is processed but I haven’t received my refund.
Allow up to 10 business days after receipt. Email support@bagacy.com if delayed.
