FAQ's

The Kennedy and Cali Totes are made from a material called Ethylene-vinyl acetate (EVA), which can look dull or chalky after wear, washing, or sun exposure. Luckily it’s fairly easy to restore a clean, slightly shiny finish without damaging the bag. Here is what to do:

Clean First (this if often enough)
  1. Mix dish soap + warm water.
  2. Rub gently with a soft cloth.
  3. Rinse with clean water.
  4. Let air dry completely.

✨EVA looks shiny again after this alone.

Use a Light Oil for Shine

A very small amount of oil restores the surface sheen. Some good options are: baby oil, mineral oil, or coconut oil.

  1. Put 1–2 drops on a microfiber cloth.
  2. Rub lightly over the EVA surface.
  3. Buff with a clean cloth.

⚠️ Use very little or it can feel slippery.

Magic Eraser for Dull Areas

If EVA looks chalky:

  1. Lightly rub with a melamine sponge (Magic Eraser). Do not scrub hard. This will scratch the bag.
  2. Wash with dish soap + water and air dry.
  3. Then apply oil for shine, as mentioned above.

What NOT to Use

Avoid these because they damage EVA:

❌ Acetone

❌ Alcohol-based cleaners

❌ Heat guns or hair dryers

❌ Shoe polish (can stain foam)

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

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.

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:

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

Warranty Resolution

Upon receiving your claim, our team will:

  1. Assess the issue to determine if it is covered under our warranty.
  2. 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.

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.

YES! Please send inquiry to info@stephaniekeyser.com

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

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