Returns

We want you to love what you buy. If something's not quite right, here's how to sort it.

⏰   Return window: 30 days from when your order ships
✨   Condition: Unused, original tags, original packaging
💳   Refund form: Original payment or store credit

If your package is delayed or lost in transit, just let us know — we'll sort it out for you, the window won't run out on you.

How to return

Drop us a note at help@goodtotes.co with your order # and what you'd like to return. We’ll reply within 24 hours to confirm eligibility and share our Singapore warehouse return address.

After confirmation, you can ship the parcel back using any courier at your own cost. Please include your order # inside the parcel so we can match it upon arrival.

Once your return is received and checked at our warehouse, your refund will be processed within 3–5 business days.

Exchanges

How to exchange

Singapore

Want a different size, colour, or item? Email us at help@goodtotes.co with your order # and what you'd like to swap for.

Once we confirm eligibility, you can send the original item back using your preferred courier (shipping will be on your end). After we receive and check it, we’ll ship your replacement free of charge.

If there’s a price difference, we’ll either send a payment link (if higher) or issue store credit (if lower).

Just a quick note — we can only accommodate one exchange request per order. If you have multiple items to swap, please include them all in one request so we can process everything together. After your exchange is completed, any further changes will follow the standard return process (refund or store credit, then reorder if needed).

Bundles are treated as one item for exchanges — you can swap a whole bundle for a different item, but we can't break a bundle into individual pieces.

Outside Singapore

We don’t currently offer direct exchanges, as cross-border shipping can take several weeks. The best option is to return your item and place a new order.

What's NOT returnable:

• Sale / final sale items (marked on product page)
• Items used, washed, or without tags
• Free gifts / bundle extras
• Items past 30 days from when your order shipped

What if my return doesn't pass inspection?

When your parcel arrives, our team checks it against the conditions above. Minor cosmetic flaws may qualify for a partial refund — we'll email you with photos before processing. Items returned in used, worn, damaged, or untagged condition can't be refunded; they're held at our warehouse for 30 days.

If you'd like the item shipped back within those 30 days, reply to our email and we'll send a payment link. Otherwise, the item is disposed of.

We try to be reasonable on borderline cases — but as a small team, we can't restock items that come back used or without tags. Please make sure yours meets the conditions before sending.

Got a defective bag? Not a return — use our warranty flow.