FAQS

Do our bags come with warranty?

Yes, they do

We stand by the quality of every bag. That’s why all of our handbags come with a complimentary 1-year limited warranty.

What’s Covered

For 12 months from the date of purchase, we’ll repair or replace your bag if it experiences issues caused by:

Manufacturing defects in materials or craftsmanship

Hardware malfunctions (zippers, clasps, buckles)

Stitching failures or structural defects

What’s Not Covered

Our warranty doesn’t apply to:

 • Normal wear and tear (scuffs, scratches, fading, or softening of vegan leather over time)

 • Damage from misuse, accidents, or neglect (think overstuffing, spills, or your dog chewing the strap)

 • Cosmetic issues that don’t affect function (wrinkles, small marks, natural variations in vegan leather texture)

 • Odors that may occur from shipping or storage

How It Works

 • Reach out to our customer support team with your order number and photos of the issue.

 • Our team will review your claim within 3–5 business days.

 • If approved, we’ll arrange a free replacement or repair (depending on availability).

What are our bags made of?

Each of our bags is made from premium vegan leather, a cruelty-free, eco-friendly alternative to traditional leather. We choose this material for its durability, easy care, and ability to maintain the classic look of our designs without harming animals.

Our linings and hardware are carefully selected to match that standard of quality, so every detail feels elevated.

Are your bags sustainable?

We believe sustainability is about making pieces that last. Our vegan leather is designed to hold up to daily use (laptops, water bottles, makeup, you name it) so you can wear your bag for years, not months.

We also keep our supply chain lean, cutting out middlemen and avoiding wasteful markups, so we can deliver luxury-level design at a fair price. And yes, our packaging is minimal and recyclable whenever possible.

Where are your bags made?

Our bags are made overseas in trusted partner factories that specialize in vegan leather craftsmanship. We work closely with our manufacturing teams to ensure ethical practices, fair labor, and high-quality standards at every stage.

By partnering directly, we cut out the 8–10x markups you see in traditional retail — and pass those savings directly to you.

How do I care for my bag?

Vegan leather is super low-maintenance, that’s one of the reasons we love it. To keep your bag looking fresh:

 • Wipe it down with a soft cloth and mild soap + water when needed.

 • Avoid harsh chemicals or alcohol wipes they can damage the finish.

 • Store it stuffed (with tissue or a clean cloth inside) to help it keep its shape.

 • Keep it cool & dry avoid long exposure to direct sunlight or extreme heat.

With a little care, your bag will remain stylish and durable for years.

What if I receive a defective item?

We perform rigorous quality checks before shipping, but even in the rare event that a problem does occur, don't worry—we'll help you resolve it. Simply contact our support team with your order number and a photo of the issue. We'll address it quickly so you can get back to enjoying your bag.

My bag arrived with a strange smell, how can I get rid of it?

We know getting a bag with an unexpected smell isn’t ideal and we’re sorry if it caught you off guard.

Our purses are made with premium vegan leather, which is durable, cruelty-free, and eco-conscious. Because the material is synthetic, and the bags are sealed tight for safe shipping, sometimes a “new bag” smell can linger when you first open your package. This is totally normal and not harmful, it’s just the materials adjusting after being stored.

The good news? It fades quickly. Here are a few easy ways to speed things up:

 • Air it out: Place your purse in a cool, ventilated space for a day or two. A little fresh air works wonders.

 • Absorb odors naturally: Set a small bowl of baking soda or a sachet of activated charcoal near your purse (not inside the lining). Both are great natural deodorizers.

 • Gentle wipe-down: Use a soft cloth with water and a drop of mild soap to refresh the inside and outside. Let it fully air dry afterward.

Most customers find the scent disappears within a few days. If it doesn’t, reach out to us we’ll make it right.

Please try these methods before contacting us, as the odor will usually dissipate within a few days. However, if the problem persists, please contact us and we will be happy to assist you further.

Thank you for your understanding and support!

How do I cancel my order?

We understand that you may change your mind and need to cancel your order. Please contact our customer service team immediately via Live Chat or WhatsApp and we will assist you in cancelling your order.

A cancellation must be requested within an hour after purchasing. This is because of our automated fulfillment system, and our team works fast for your order to get registered in the carriers system as well. Once the order has been processed by our warehouse, we cannot cancel the order

For a refund, you'll need to follow the standard returns process.

Can I edit or add anything to my order?

Once an order is placed, we are unable to guarantee that any changes can be made to the order. Please make sure that everything regarding your order is correct prior to checking out, including the amount of items, item color, shipping address, contact info, etc.

If you find that changes are required, please contact us via Live Chat or WhatsApp immediately after placing your order and our team will do their best to accommodate your request.

I entered the wrong address at checkout, how can I change it?

If you need to change your delivery address, please contact us via Live Chat or WhatsApp immediately after placing your order and our team will help you change it.

Address changes can only be made within a few hours after your order being placed, due to the fast creation of your shipping label.

If an address is entered incorrectly during checkout and you do not let us know immediately, we cannot take responsibility for it and won't be able to send a replacement order. We recommend contacting your local carrier to explore options for redirecting the order back to you, as oftentimes the carrier can make an address change if the package is not too far along in the fufillment process.

How do I apply promo/discount codes?

To apply a promo or discount code:

 • Proceed to checkout and enter your code in the 'Discount Code' field.

 • Click 'Apply' to see your new total before finalizing your order.

 • Only one code can be used per order.

If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.

I did not receive an order confirmation/shipping confirmation email?

Confirmation emails, as well as shipping emails, are automatically sent to the email address that was provided to us at checkout. We advise checking all of your folders, including spam and promotions, as oftentimes our emails will get filtered to places other than primary mail.

If you still can't find our email, please contact us via Live Chat or WhatsApp. Please provide some identifying information, such as the name you used during checkout, so we can find your order. If necessary, we can change your email address and resend the email!

What is your shipping policy?

Our orders are picked, packed, and dispatched from our warehouses within 24-48 hours of placing your order. Delivery times will vary depending on your chosen destination.

Our standard delivery time for orders is 5-12 days. However, please note that this is an estimate, and in some cases, the delivery may take longer. Factors like holidays, weekends, and unforeseen shipping delays could affect your delivery time. We appreciate your patience and assure you that we are doing our best to get your order to you as quickly as possible.

Please note that all shipping estimates provided are calculated in business days, excluding weekends and holidays. Please note that delivery times may vary depending on your location and the time of year.

Shipping fees will be calculated and displayed at checkout.

If you have further questions about our shipping policies, please contact us via Live Chat or WhatsApp.

How much does shipping cost?

We offer free shipping on all orders over $100 USD. For orders under $100 USD, shipping prices vary based on your delivery location.

Shipping fees will be calculated and displayed at checkout.

Do you ship worldwide?

Yes! We ship to most countries around the globe.

International delivery typically takes 5–12 business days, depending on your location and local customs.

If your order hasn’t arrived after this timeframe, just reach out to our team — we’ll be happy to track it down and make sure it gets to you.

Do I need to pay additional customs or duties on my order?

No, you do not have to pay any additional taxes on your order! You will pay a flat fee for shipping at checkout, and we take care of everything else.

How do I track my order?

Our orders typically dispatch from our warehouse in 24-48 hours. As soon as your order ships, we'll promptly send you an email containing your tracking information. This email will include a tracking number and a link to our tracking page, this will allow you to easily monitor the progress of your order as it makes its way to your doorstep.

Please keep in mind that the tracking information will become active once your order is in the hands of the carrier, and it is normal for there to be a few days between tracking updates as your package makes its way through the network.

For your convenience, you can also track your order by clicking on this link!

Can my package be redirected to a different address?

We understand that you might need to change the shipping address. Unfortunately, we cannot modify the address once the order has been fulfilled and the shipping label has been created. We recommend contacting the shipping carrier with your tracking number for assistance. They will be better able to help ensure a smooth and successful delivery, even if changes are required.

I haven't received my order yet?

The moment your order ships, we'll email you the tracking information so you can keep an eye on its whereabouts. The tracking details will become active once your order is handed to the carrier. Please keep in mind that it is normal for there to be a few days between updates, this indicates that your order is moving through the network and is in transit between facilities.

Regrettably, there may be instances of delivery delays that are beyond our control. These include those caused by carrier issues, severe weather, natural disasters, labor strikes, public holidays, peak shipping seasons, and incorrect delivery information. If your order hasn't arrived by the expected delivery date, but you can see via the tracking that the package is moving, please wait an additional four business days before contacting us to allow time for any delays the carrier may be experiencing.

If you're concerned about a significant package delay or suspect your package is lost and you're unable to resolve the issue with the carrier, please feel free to contact us via Live Chat or WhatsApp. Our Customer Service team will assist you in resolving the issue, but we recommend notifying us of any issues as soon as possible, after a few days' grace period, so we can address them promptly. Thank you for your understanding and cooperation.

Note: Stay informed about current delays and transit times by checking the statements on your assigned carrier's website!

Do you offer refunds or exchanges?

We want you to love your purchase! If you are not completely satisfied, you may return your item for a refund or store credit under the following conditions:

Eligibility for returns

 • Returns that do not meet these conditions may not be accepted.

 • Returns must be initiated within 30 days of delivery.

 • All items under $25 are not eligible for returns and are final sale.

Return Fees

 • Choosing store credit? Great news! Returns for store credit are completely free.

 • Prefer a refund to your original payment method? A small processing fee will be deducted from your refund as shown below:

Refunds

 • Refunds will be issued to the original payment method, minus the applicable return fee, once the return is received and inspected.

 • Please allow up to 10 business days for processing after your return is delivered to our facility.

How to Start a Return

 • Customers in Canada, the United States, the United Kingdom, and Australia can initiate a return through our online return portal → Start Your Return Here.

 • If you are located in the EU or any other region, you can contact us via Live Chat or WhatsApp for help and guidance.

Defective or Incorrect Items

Every bag is carefully quality-checked before shipping. If you ever receive a defective, damaged, or incorrect item, we’ll cover the return shipping in full and make it right.

Order Change/Cancellations

We process orders quickly to ensure fast shipping. Because of this, we can only guarantee changes or cancellations within 1 hour of placing your order. After that window, the order will already be in fulfillment and can’t be modified. If you need to cancel after one hour, please wait until it arrives and then follow our return process.

Tip: Double-check your shipping address before completing checkout, once the order ships, we can’t reroute packages after the first hour due to our automated fulfillment system.

When will I get my refund?

After your item(s) have been returned, please allow 5-10 business days for our team to assess them.

Once the assessment is complete, and your item is approved refundable, a member of our staff will promptly issue your refund and notify you via email. The credit will be applied to your original method of payment within 10 business days.

My order was marked delivered but it’s not here.

Please take a moment to thoroughly check your surroundings for the package. Carriers may leave deliveries in concealed spots to ensure they're not easily visible from the street. Additionally, inquire with neighbors or your Apartment Office Manager to confirm if someone else accepted the delivery on your behalf.

Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.

Important: We kindly ask for your patience for an additional 3 business days beyond the 'delivered' notification, as there are instances where the carrier scans the delivery prematurely, and the package arrives a few days later.

If your package still hasn't arrived after this period, please reach out to the carrier to obtain proof of delivery.

What if my package gets lost in transit?

At FaFa Mood, we're committed to ensuring every order reaches you in perfect condition. If your order is lost in transit, please contact our customer support team with your order number and any relevant details!

To determine if your package is lost, please follow these steps before reaching out:

 • Check Tracking: Enter your tracking number to check the status of your package. If there have been no updates for more than a week (or longer for international shipments), it could be delayed or lost. Please keep in mind that it is normal for there to be a few days between tracking updates. The breaks in update account for when your package is in transit along the carrier network & moving between facilities. It is also normal for your package to be at a warehouse or processing center for a few days, this is because the package is being scanned and sorted before going on its way. Anything longer than a week brings cause for concern.

 • Contact the Carrier: If the tracking hasn’t updated, contact the shipping carrier (e.g., USPS, FedEx, UPS) to investigate. They can check if the package is stuck or misplaced within their system.

 • Notify Us: If after this, you suspect your package is lost, please reach out to us. We will run a check of our own, and if we believe your package to be lost in transit, we will happily cover the cost to reship you a new order. We want you to get your order just as much as you do!

I received a damaged item, what can I do?

If you receive a damaged item, please notify us as soon as possible. While we take great care in packaging our products, there is always potential that damage can occur during shipping, and unfortunately we have no control over what accidents may occur to your package during handling. We sincerely apologize for any inconvenience and we understand how upsetting this can be.

To report a damaged item, please contact us via Live Chat or WhatsApp and include a clear photo of the damage. This will help us determine if you are eligible for a free replacement. Please include the following information:

 • Order number

 • Brief description of the damage

 • Clear photo of the damage

Once we receive your information, our team will review it to determine if you're eligible for an exchange. If you're eligible, we'll ship your replacement item as soon as possible. Please note that we don't offer refunds, exchanges, or returns on items that have been damaged through normal use, wear, or misuse.

I received the wrong item, what should I do?

Though these instances are rare, we are not perfect & these things can happen. We sincerely apologize for any inconvenience!

If you received the wrong item, please contact us via Live Chat or WhatsApp with the following details: your order number, which item is incorrect, the condition of the package you received, photos.

We will do our best to send out a replacement right away!

We work hard to ensure our shipments avoid these issues and we appreciate your patience as we resolve this for you as soon as possible.

My package is missing an item, what should I do?

We admit that mistakes can happen sometimes, and we apologize for any inconvenience caused! Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.

If your order is missing an item, please contact us via Live Chat or WhatsApp with the following information: your order number, the specific item that is missing, photos of your order as it arrived, and the original packaging.

Rest assured, we'll do our utmost to promptly send you a replacement!

While we strive to prevent such occurrences, we appreciate your understanding and patience as we work to resolve this issue as quickly as possible.

Why does my new purse have a weird smell, and how can I get rid of it?

We know getting a bag with an unexpected smell isn’t ideal and we’re sorry if it caught you off guard.

Our purses are made with premium vegan leather, which is durable, cruelty-free, and eco-conscious. Because the material is synthetic, and the bags are sealed tight for safe shipping, sometimes a “new bag” smell can linger when you first open your package. This is totally normal and not harmful, it’s just the materials adjusting after being stored.

The good news? It fades quickly. Here are a few easy ways to speed things up:

 • Air it out: Place your purse in a cool, ventilated space for a day or two. A little fresh air works wonders.

 • Absorb odors naturally: Set a small bowl of baking soda or a sachet of activated charcoal near your purse (not inside the lining). Both are great natural deodorizers.

 • Gentle wipe-down: Use a soft cloth with water and a drop of mild soap to refresh the inside and outside. Let it fully air dry afterward.

Most customers find the scent disappears within a few days. If it doesn’t, reach out to us we’ll make it right.

Please try these methods before contacting us, as the odor will usually dissipate within a few days. However, if the problem persists, please feel free to contact us via Live Chat or WhatsApp and we will be happy to assist you further.

Thank you for your understanding and support!