FAQ's

HOW DO I CARE FOR MY BAG?

To clean your Kennedy and Cali Tote, wipe with a wet towel or use mild soap with water. For any stains that do not come out with soap, you can use rubbing alcohol. Simply place a small amount of rubbing alcohol on a soft cloth and use circular motions to clean. Do not soak in rubbing alcohol. Children should not clean with rubbing alcohol.

To keep your tote looking it's best please...

DO NOT:

use a harsh scrubber as this can scratch the surface
expose to extreme heat for long periods of time
place heavy items on top of your bag (for example in your trunk of your car, luggage, etc) as it can warp the shape

DO:

fill the tote with your clothes when traveling to help it keep its shape

To clean the City and Wynwood bags, use a damp soft towel to wipe off dirt.

WHAT IS YOUR RETURN POLICY?

We guarantee our merchandise to be free of any mechanical defects and will accept any defective item for refund or exchange. Please contact us at info@stephaniekeyser.com for more details or questions.

We want you to be happy. If you find your bag is not the right item for you, you may return or exchange your item within 30 days of receipt. All returns must be in the original packaging and sent back in the same new condition in which it was received. If you have any questions, just ask before you ship it back.

*At this time we are unable to cover the cost of your return unless the item was deemed to be a shipping error made by us directly. Return shipping costs are typically $20 or more for the Kennedy and Cali Totes depending on shipper location, carrier used, and number of bags being returned. The Kennedy and Cali Totes are considered “oversized” by most carriers.

IS THERE A WARRANTY?

We are committed to providing our customers with high-quality products. That's why we offer a 6-month warranty on all our products, ensuring your purchase is protected from the date of purchase.

What is Covered?

Our warranty covers any manufacturing defects in materials and workmanship. This includes issues such as:

Broken zippers
Loose stitching
Faulty hardware (buckles, clasps, etc.)
Material defects (leather, fabric, etc.)

What is Not Covered?

The warranty does not cover damage caused by:

Normal wear and tear
Accidental damage (tears, scratches, stains)
Improper care or cleaning
Unauthorized repairs or alterations
Exposure to extreme conditions (heat, moisture, etc.)

How to Make a Warranty Claim

If you experience an issue with your bag that you believe is covered under this warranty, please follow these steps:

Contact our customer service team at info@stephaniekeyser.com
Provide proof of purchase (receipt and/or order number).
Describe the issue and, if possible, include photos for a quicker assessment.

Warranty Resolution

Upon receiving your claim, our team will:

Assess the issue to determine if it is covered under our warranty.
Offer a repair, replacement, or, if neither is feasible, a refund.

We aim to resolve all warranty claims efficiently, ensuring you can continue to enjoy your bag without unnecessary delay.

DO YOU SHIP TO CANADA?

We love Canada!

Yes. But please keep in mind, like most items ordered from the US, the purchaser is responsible for shipping costs, Canadian duty, and Canadian taxes. At this time we cannot offer free shipping to Canada.

DO YOU SELL WHOLESALE?

Please send inquiry to info@stephaniekeyser.com

HAVE A QUESTION NOT ANSWERED ABOVE?

We would be happy to hear from you. Please email us at info@stephaniekeyser.com