RETURNS & EXCHANGES
Return Policies
We want you to love your purchase. If something isn’t quite right, we’re happy to help.
Please contact us within 30 days of delivery to request a return or exchange.
Items must be unused, undamaged, and returned with all original packaging and contents (including dust cover, polybag, packing slip, and accessories).
Items showing signs of wear or damage caused by the customer are not eligible for return or exchange.
Products ending in .99 are final sale.
Domestic Returns (U.S.)
To begin a return, please email support@glassladderco.com within 30 days of delivery. Customers are responsible for arranging and purchasing their own return shipping label. Return instructions and the return address will be provided once the return request has been reviewed and approved.
We recommend using a trackable shipping service, as we are unable to process refunds for items lost in transit.
Original shipping costs are non refundable.
Refunds are issued to the original payment method after the item has been received and inspected.
Exchanges
If you would prefer an exchange, please contact us within 30 days of delivery. Customers are responsible for shipping the original item back to us. Once the returned item has been received and inspected, we will process the exchange for the replacement item.
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Exchange availability depends on current inventory.
Additional Return Conditions
Customized or embossed items are final sale. Clearance items, promotional items, and products ending in .99 are final sale. If you purchased through a third party retailer or at an in person event, please contact that retailer directly, as we can only process returns for orders placed on glassladderco.com.
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Unauthorized returns sent without prior approval may be refused.
Pre-Orders
Pre-orders allow you to reserve an item that will be available at a later date. All pre-orders are final once placed and cannot be canceled or modified, as production begins immediately after purchase.
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Pre-ordered items remain eligible for return or exchange within 30 days of delivery, provided they are in original, unused condition with all packaging and accessories included.
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Estimated ship dates are listed on each product page and in your order confirmation email. Delivery timelines may vary slightly due to production or transit conditions.
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Warranty
All bags and wallets purchased directly from Glass Ladder include a one year limited manufacturer’s warranty with order verification.
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This warranty covers defects in materials or workmanship. During the warranty period, we will, at our discretion, repair the item (or alternatively, offer a comparable replacement) in the event repair is not possible.
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If the original item is no longer available due to style discontinuation, color retirement, or inventory limitations, we reserve the right to offer an alternative resolution, which may include store credit or partial store credit.
Refunds are not issued for warranty claims.
The warranty does not cover normal wear and tear, including scratches, scuffs, fraying, staining, or damage caused by misuse, accidents, or third parties such as shipping carriers.
International customers are responsible for arranging the shipment of warranty items to our facility.
To file a warranty claim, please email support@glassladderco.com with your order number and photos of the issue.
International Orders
International customers must contact us within 30 days of delivery to request return approval. Customers are responsible for purchasing and arranging their own return shipping. Return instructions and the return address will be provided once the return request has been approved. Returned items must be unused and in their original packaging. Refunds are issued after the item has been received and inspected.
Customs duties, import taxes, and other fees are the responsibility of the recipient and are non-refundable. Customized and clearance items are final sale.
How to Request a Return or Exchange
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Email support@glassladderco.com within 30 days of delivery.
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Our team will confirm eligibility and provide return instructions and the return address.
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Ship the item back using a trackable shipping service.
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Once received and inspected, we will process your refund or exchange.
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Sending duplicate requests or returns shipped without approval may delay processing. Returns sent without prior approval may be refused or returned to sender.