Refund policy

Shipping & Returns

Every ION bag is handmade and ships from Athens, Greece. We want you to love what you receive — and if something isn't right, we're here to help.

Returns

You have 14 days from the date of delivery to request a return. To be eligible, your bag must be unused, in its original condition, with all tags attached and in its original packaging, including the dust bag. Please contact us at returns@felus.shop with your order number to begin the process.

Return shipping is the responsibility of the customer. If you received a defective, damaged, or incorrect item, FELUS will cover the cost of return shipping.

Please do not send items back without first requesting a return — unrequested returns cannot be accepted.

Return address: FELUS Vissarionos 7 Athens 10672 Greece

Damages & defects

Please inspect your order as soon as it arrives. If your bag arrived damaged, defective, or if you received the wrong item, contact us at returns@felus.shop within 48 hours of delivery. Include your order number and photos of the issue so we can resolve it quickly.

Exchanges

We do not offer direct exchanges. If you'd like a different size or style, please return your original item and place a new order.

Refunds

Once we receive and inspect your return, we'll notify you by email whether your refund has been approved. Approved refunds are processed to your original payment method within 10 business days. Your bank may take additional time to post the refund. If more than 15 business days have passed since approval, please reach out to us at returns@felus.shop.

Non-returnable items

Gift cards and items marked as final sale cannot be returned or refunded.

European Union — your rights

If you are located in the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification, in accordance with the EU Consumer Rights Directive. The item must be unused, in its original condition with tags attached, and returned in its original packaging. Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

A note on natural materials

ION bags are handwoven from natural raffia. Slight variations in color, texture, and weave pattern are inherent to the craft and are not considered defects. These are the marks of a handmade object — no two are identical.