TOP  Q's
How do I make a return?

We offer a 30-day Love-It-or-Leave-It Guarantee. This means that if you don't love our products, for any reason, we'll take them back within 30 days after the day on which you receive the goods. 

*Please Note: 
 1. The items must be returned in perfect condition in their original packaging, any used or damaged items are not returnable.  
2. The return delivery fee will need to be paid by the customer. 

If you wish to return an ECOSUSI product, please email us with the full information-

When will I receive my order?

We are working hard to ensure the smooth running of our delivery service, but the safety and well-being of our staff and clients remain our primary concern. Thank you for your understanding.

Where are your products made?

Our products are made by craftsmen in China, at factories that we’ve spent considerable time getting to know and love. Quality is of utmost importance to us, which is why we only work with factories and suppliers that can produce the highest quality products.

Are Ecosusi bags vegan?

Yes! Our collections are vegan!

Do you have a referral program? How does it work?

We do! You can recommend Ecosusi to your friends, family, and colleagues here

1. Referrer Rewards: Receive a US$10 off discount code via email for every new customer who makes a qualifying purchase using your referral link. 
2. Referee Rewards: US$7 off your first order.

Do you offer a discount for new customers?

We do! You can sign up with your email address here, and a welcome email with your discount code from ECOSUSI will be sent to you. Use the code to get 10% off your first purchase.

Do you offer a warranty for your products?

We do! ECOSUSI offers a 15 days limited warranty covering manufacturer defects only, any damages resulting from abuse or normal wear and tear are not covered under our policy.

Can I edit or cancel my order?

You're unable to edit your orders once they are placed. However, you can cancel your orders prior to shipment.

Can I use more than one discount code per order?

Each order supports the use of only one discount code.

I was charged for my order but didn’t receive a confirmation. What should I do?

If you placed your order without receiving confirmation, please send an email to

Can I pay with more than one card at checkout?

Unfortunately, we are only able to process one payment method per order (excluding ECOSUSI gift cards).

Why does my online credit card payment fail?

There are many reasons why a credit card payment can be declined, including incorrect billing information. Try to contact your bank or your credit card service, as they can often provide more information.

How can I track my order?

When you place your order, you will receive a shipping confirmation email. You can find your tracking number in that email. You can also track it on with your name/email/order number.

Does Ecosusi ship internationally?

We do, but due to temporary absence of logistics channels in certain countries/regions, delivery services are currently unavailable to these specific locations. (check these countries).

*Please note: We don't offer free returns for international orders. 

Is there a tariff charge for international packages?

1. Please note that the freight we charge does not include customs duties.
2. If your package is detained by the local customs, you need to contact the local customs for assistance in customs clearance.
3. Please refer to local customs policy for specific tariff charges. 

My package was marked undeliverable. What happens now?

If your package wasn’t able to be delivered, it will automatically be returned to us. Email us at to figure out your options for re-delivery!

What is your exchange policy?

You can contact us to replace the product before the package is dispatched. But due to the timeline for processing an exchange and the limited nature of most of our inventory, we usually don't offer exchanges. 

We recommend placing a new order for the bag you like and returning your current order for a refund following the steps above. 

General Returns Disclaimer:

1. Please note that the items must be returned in perfect condition in their original packaging, along with any accompanying accessories, documents, and hangtags provided when sending your order. 
2. Please provide us with the name of the Express and the return tracking number once available. You may send them to 
3. The return delivery fee will need to be paid by the customer. 

How do I return something I received as a gift?

You can email and provide either the order number or the purchaser’s name.

How long will it take to receive my refund? And where will my refund go?

Once our warehouse received the returned parcel, it will take 10-15 business days for it to be processed and for your refund to be issued. When we complete processing your return, we issue a refund to the selected payment method.

Product Care
Do you offer repairs?

We don’t offer repairs, but if you’re having an issue with your product, please send an email with your order number and photos of the issue to, and we will help you as much as we can according to the situation.

Do you sell the bows or shoulder straps?

We do! You can place an order in our bag accessories collection.

How to clean the bags?

PU leather should not be over-exposed to the sun because it is easy to crack; PU leather must not be scrubbed with a brush. To clean your bag, you can use toothpaste or detergent, squeeze the toothpaste onto the pu skin, wipe it gently with a cloth, and then dry it in the shade.

Didn’t find an answers to your questions?

Get in touch with us for details on additional services and custom work pricing