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What if I want to cancel my order?

If you make an order and wish to cancel it please let us know immediately before we create the shipping label and send it out. Once we send out the product and you wish to return it within a 14-day window then please contact us

What if my bag arrived with a defect?

We would ask you to kindly send an e-mail to with your name, order number, defect explanation and images. We will take care of your case once you get in contact with customer service. Please keep in mind any type of refund or return has to take place in a 14-day window from the moment of the product's delivery.

How can I take care of my bag?

All of the THEMOIRè products adhere to strict quality stands and the result of careful material selections. We hope you will enjoy this product with the same passion we felt in creating it. To maintain the values as well as to preserve the beauty of the product, please observe as following:

Avoid contact with water, grease, perfumes, makeup and light coloured garments.

Avoid using commercial products meant for other uses, such as shoe polish, turpentine, oil, stain removers, alcohols or solvents.

Do not rub the product with anything coarse or abrasive.

If the product should come into contact with water, do not wipe the material. Rather, dab it with a soft, neutral coloured cloth to absorb the moisture.


What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Shipping fees are non-refundable in the case of returns.

For more information please click here.

Do you offer free shipping?

We offer free shipping when purchasing two or more products in the same order. Please keep in mind that shipping will be charged in case of any return.

What shipping providers do you use?

We ship worldwide using GLS, DHL and FEDEX. For orders inside of Italy we use BRT.

My package was lost, stolen, or damaged!

Please file a claim with the shipping carrier first, then contact us letting us know your order number and your specific claim number. Once we receive that, we will work together to come to the best resolution.


How do I return an item?

Returns can only be done in a 14-day window from the moment of delivery. Once we receive the return, our inspection team will make sure the bag is fit for a refund.

What is the return policy?

A return must be requested 14 days from the delivery date. Returns must not be used and returned in their original packaging. Once the return is received, our inspection team will qualify if the product is fit for a return or an exchange.

For more information please click here.

I'm expecting a refund. How long does this take?

Please allow 6-12 business days for us to receive your order. Heads up—it may take up to 10 business days for us to process your return. Once your items have undergone (and passed!) inspection, we will issue your refund to the original form of payment and will notify you of your refund via email. After your refund has been issued by us, please allow 2 additional business days for those funds to be posted to your account. Please note that your refund may only be credited to your original method of payment.


Which textiles do you use to make your bags?

The fabrics research is very important for a project like THEMOIRè. We introduced some new and innovative eco-fabrics obtained from apple industry wastes, the pineapple leaves harvest and the nopal cactus plant. Our bags are also made with natural materials like cork or rafia, recycled materials like eco fur or recycled cotton. Besides, all linings are made using 100% recycled materials, predominantly from PET plastic bottles and even the threads and internal labels are formed from recycled nylon, which partially comes from fishing nets.

Where are your products made?

Not only is THEMOIRè made in Italy, but design of the bags as well as the assembly are made in Milan where the headquarters are located. This obviously means quality, but also transparency.

What are you doing to be more conscious?

Recently we have witnessed an increase in the ethical and ecological awareness in a continuous circle that naturally leads to the request of products which follow this philosophy and satisfy it. We think that supporting change is our duty because every small positive step can make a difference. Environmentally responsible but also conscious, THEMOIRè plants one tree for each item sold and donates a percentage of its profit to organizations that are committed to climate change and vulnerable communities.


Please do not hesitate to reach out and ask any question you may have.