Returns & Exchanges

Exchange policy

We want you to love your purchase as much as we loved making it for you, however we understand that sometimes it may not be quite right.

EXCHANGES

State of Escape will happily exchange your purchase for another colour or style under the following conditions:

1. 1. Your exchange request is lodged within 2 days of receipt of your order
2. 2. The item has never been worn, washed or altered and is returned in its original condition.
3. 3. All original tags are attached, and the original dust bag is intact.
4. 4. Please note that all return shipping costs are to be covered by the customer except in cases where the item is confirmed to be faulty by our team or if an order is incorrect.

We can only accept items purchased on our website stateofescape.com. Any purchases of our products from one of our official stockists will need to be discussed directly with them and managed according to their terms of trade.

We wish to make the exchange process simple and easy, therefore if you need further assistance please contact our customer care team via care@stateofescape.com.au.

ARRANGING YOUR EXCHANGE 

If you placed your order from Australia, to start your exchange visit stateofescape.com/pages/exchanges.

If you placed your order from outside of Australia, please lodge your return via our international returns portal.

You will need your original order number to book in your return. You can find this number on your order or shipping confirmation email and on your invoice. If you do not have your order number, or if it was a gift, please contact customer service for assistance.

1. 1. Enter your order number and email address
   2. Select the item(s) you wish to return
   3. Choose your reason for return

Australia orders
- Choose your preferred return method – depending on your location, you may be offered a pre-paid label or asked to return the item at your own cost.
- Follow the instructions provided to complete your return.
- If you choose to pay for the Australia Post return, please wait to receive your return label via email, then drop it off at an Australia Post location.

International orders
- Print the return label and paperwork.
- Return shipping costs are the responsibility of the customer.
- Follow the instructions provided to complete your return

We can only accept items purchased on our website stateofescape.com.

Any purchases made through our official stockists will need to be discussed directly with them and managed according to their terms of trade.

We wish to make the exchange process as simple and seamless as possible. If you need further assistance, please contact our customer care team at care@stateofescape.com.au.

PROBLEMS WITH YOUR ORDER

If you believe that you have received a bag with a fault, or you have received an incorrect bag, you can book in your return via:

Australia orders | International orders.

You will need your original order number which can be found on your shipping confirmation email and on your invoice.

1. 1. Enter your order number and email address
2. 2. Select the items you wish to return
3. 3. Select ‘faulty item in your order’ or ‘ incorrect item received’ and upload images of the faulty or incorrect item
4. 4. Once assessed by our customer service team, we will send information on how to return the item, including postage labels, to the email address provided
5. 5. The return process must be actioned within 2 days of receiving postage labels

If you need further assistance, please contact our customer care team via returns@stateofescape.com.au

REFUNDS

State of Escape bags are carefully handmade at our maker’s studio in Sydney, Australia. We do hope you appreciate that we are unable to refund your purchase, except as where required by applicable consumer law. We will happily exchange any goods that pass all returning conditions stated above. Kindly note that gift cards are non-refundable.

REPAIR CONCIERGE

Our product is made from neoprene and whilst this is a durable fabric, it has delicate qualities and is not indestructible. As such, it may show signs of wear and tear over time.

We offer a range of complimentary bag repair services, and you can contact our customer service team at care@stateofescape.com.au to discuss your repair.

1. 1. You will be required to provide an order number, or date and place of purchase, and share photos of the repair you are seeking.
2. 2. Our customer service team will review the repair request and notify you if a repair can be orchestrated by one of our makers. You will be asked to organise and pay for your own return postage, should you choose to proceed with the repair.
3. 3. Once we have received your parcel, please then allow a 12 business day turnaround for the repair to be actioned.
4. 4. Once the repair is complete and the item is ready to be returned, we will contact you to make the appropriate postage arrangements.

Purchases from our Stockists

We can only accept items purchased on our website stateofescape.com.

Any purchases of our products from one of our official stockists will need to be discussed directly with them and managed according to their terms of trade.

We wish to make the exchange process simple and easy, therefore if you need any further assistance please contact our customer care team via: care@stateofescape.com.au.