HELP CENTER

If for any reason you are not completely satisfied with your order you have 30 days from receipt to return or exchange your items. We will provide you the shipping label for a $10 restocking fee. Visit our returns page to start your return process.

If you have received your order with suspected defects please contact us within 30 days of your purchase for exchanges or returns. Defects and damages submitted after the 30 day time frame will not be processed. 

Please note that specially priced Retiring Styles are final sale. Don’t worry: We’ll give you a heads-up before you purchase a style that cannot be returned.

By default, orders will arrive within 5-10 business days via FedEx, unless otherwise stated on a product page or at checkout. Visit our Shipping Information page for more details.

*Due to abnormal winter weather conditions shipping may take longer than the expected time frame.

Red alert!

If you placed your order in the last hour and wish to amend or cancel, click here to do so immediately.

To cancel or edit your order after an hour has passed, please contact our Concierge Team ASAP at wecare@hammitt.com or call us
10:30am to 5pm PST Monday & 8am to 5pm PST Tuesday - Friday (833) 426-6488.

Didn’t work out? It happens! Simply visit hammitt.loopreturns.com to process your return. All returns are subject to a $10 restocking fee. We will provide the correct shipping label, so that your return can be processed. Need additional help? Email wecare@hammitt.com - we’re happy to assist.

Not at this time!

We offer free shipping here at Hammitt on all orders! We also offer several types of expedited shipping. Visit out Shipping Information page for more details.

Please know our team is working hard to get your special delivery fulfilled as soon as possible! If you are concerned about your order’s status, we’re happy to help ensure it’s on the way! Please submit your claim here: claims.hammitt.com.

• Free Shipping (5-10 business days)
• Express (2-4 business days)
• FedEx 2nd Day Air (2 business days)
• Fedex Next Day Air (1 business day).

*Business days are Monday to Friday.

For more information on our shipping options please visit our Shipping Information page.

Visit any of our brand partners through their online store. You will see a toggle either in your cart or at checkout where you can add protection to your order. The toggle will be branded “Order Protection” or “[Brand name] Order Protection,” depending on how that store offers the service.

Filing a claim is easy! Click here to file a claim now.

When filing a claim with Order Protection, you will simply need to provide your order number and email address to get started. 

From there, you will be asked a few simple questions about your issue, and our 24/7 support team will follow up to help resolve it.

First, double check your order confirmation email and make sure you're using the right Order ID and email address.

If you’re having trouble accessing our claims portal or submitting your claim, email us at support@orderprotection.com. We will not be able to assist you with any other issues at this email and may not respond if it's not related to you being unable to file a claim. 

If you have any other issues, you need to submit any questions via our help and claims page.

You have the option to cancel Order Protection up until your order is fulfilled. You can find a link to “Cancel protection” on the order confirmation page.

Please contact the merchant directly for any product-related questions.

After submitting your claim, you should receive a confirmation email that your claim was received. You will be able to access your claim at any time from that email, or by going back to “File a claim” and inputting your order number and email again.

The tracking number is marked as delivered but you have not received the package, and no other people in the house or neighbors are aware of its location.

Time to File
2+ days after marked as delivered

Requirements
Carrier tracking number showing delivered. Police report may be required at OP discretion if order is flagged as Medium/High Risk or over $350 value.

The tracking number is marked as delivered but you have not received the package, and no other people in the house or neighbors are aware of its location.

Time to File
2+ days after marked as delivered

Requirements
Carrier tracking number showing delivered. Police report may be required at OP discretion if order is flagged as Medium/High Risk.

The tracking number has not had a check point in a significant amount of days or continues to be checked in to the same location repeatedly.

Time to File
7+ days of non-movement domestic, 14+ days of non-movement international

Requirements
Carrier tracking number and order confirmation. Police report may be required at OP discretion if order is flagged as Medium/High Risk or over $350 value.

Common issues of damage include: aggressive handling, conveyers tearing clothing, overweight boxes crushing others, order was not properly packaged (e.g. glass with no bubble wrap)

Time to File
Upon marked as delivered

Requirements
Photos and/or video showing the damages and ideally the shipping box/bag.

During handling the wrong items are picked/packed or the wrong items get put in the box.

Time to File
Upon marked as delivered

Requirements
Photos of the wrong items received vs the website photos.

The city/state showing on carrier tracking does not match with shipping address you input at checkout and has not been marked for local post office pickup.

Time to File
Upon marked as delivered

Requirements
Carrier tracking number and order confirmation.

Protection Starts: When the order is shipped

Protection Stops: Up to 45 days after shipping date

Chargebacks/Disputes

If a chargeback has been opened with the Consumers bank or a dispute with the payment network we are unable to process any claims on the order as the case is actively being worked on and will be decided by the bank. Regardless of the resolution status, our terms have been breached and we will deny the claim.

Additional Terms
All claims will be reviewed daily by our agents or automated systems before approval. Once a Consumer has filed a chargeback against an order it is no longer eligible for a claim.

If Consumer does not respond to a claim within 30 days it will be automatically denied and cannot be reopened.

Orderprotection provides coverage for claims arising from loss or damage to your order, as stated in this Claim’s policy. However, please note that any customs fees associated with your order are not covered under our policy. It is the Consumer’s responsibility to pay for any applicable customs fees or duties that may arise as a result of your order.

If a Consumer files a claim of loss for an order exceeding $500 and the order has been classified as a high fraud order, a copy of a police report regarding the loss must be submitted to Orderprotection along with the claim.

Additional Terms – UK Shipments:
Package protection covers loss, theft, or damage to parcels for up to 45 days from the date of shipment. Customers are encouraged to report any issues as soon as possible to ensure timely resolution.

This time limit does not affect your statutory rights. Under UK law, you may have up to six years to bring a claim in certain circumstances. This policy outlines our internal service timeline for processing package protection claims, which operates separately from your legal rights under the Consumer Rights Act 2015.

You mistakenly input an incorrect or old address from a previous residence at checkout. If the package is rejected by the receiver at the time of attempted delivery we can process as a “Return to Sender.”

Time to File
After marked as delivered or returned to sender

Requirements
We may ask for a screenshot showing the order confirmation email shipping address.

The item received has a manufacturing defect such as an off-center graphic tee or juicer that won’t turn on. These issues cannot be caused by the shipping carrier and may be deemed as defective.

Time to File
Up to 45 days after order date

Requirements
Photos and/or videos of the product not working as expected.

This can happen when you use multiple carriers and the wrong carrier receives the package, or if a shipping label is purchased and doesn’t make it to the carrier’s pickup due to handling issues.

Time to File
4+ days with no origin scan

Requirements
Tracking number required

The product received does not match the website photo or description as you expected.

Time to File
Up to 45 days after order date

Requirements
Photos and/or videos of the product matching the website.

We may deem an order late if advertised to you on a specific arrival date or shipping timeframe. In the case that date is missed we may offer a refund for the shipping cost.

Time to File
After advertised arrival date

Requirements
Screenshot of the promised arrival date.

The delivered package arrived with missing item(s) that are included within the shipment.

Time to File
After marked as delivered

Requirements
Carrier tracking number and order confirmation.

All repairs are completed right here in Hermosa Beach, California.

On average, it takes about 4-6 weeks for our team to complete a standard repair. We’ll keep you in the loop every step of the way, and you’ll receive an email when your bag begins its journey back to your door.

Because we personalize items just for you, they cannot be returned or exchanged at this time.

We deboss all monograms into a style’s leather, so personalization is permanent!

Our personalized items don’t require any special care - just be sure to keep them away from water!

We’ll take an extra 3-5 days to personalize your piece before shipping.

Meet The Rivett Club! As a token of our appreciation, we offer loyalty points every time you put a little Hammitt in your life, whether you place an order or connect with us on social. You’ll get to redeem points for gifts from our curated shop of secret styles. Simply log into your account, and we’ll guide you through the rest.

Log into your Rivett Club account, and we’ll give you a link to share with everyone you love! Plus, you’ll earn points with a friend’s first purchase.

When you’re ready to place an order, log into your Rivett Club account, and we’ll guide you through the process of redeeming points and adding a complimentary gift to your delivery.

Click here to get a personalized tutorial on how to adjust your favorite style’s strap!

Check out our signature Leather Laundry protectant and conditioner. Each arrives with helpful instructions to keep your Hammitt looking brand new!

Denim, Hammitt’s favorite frenemy. To keep our leathers as soft as possible, some of our bags aren’t pre-treated or coated. We recommend tackling dye transfer using our signature Leather Laundry treatments, or by visiting your nearest leather care magician.

Our team can’t wait to see you at our flagship California stores! You can see our accessories in-person at South Coast Plaza in Costa Mesa, California, or at 227 Manhattan Beach Blvd in Manhattan Beach, California. You’ll also find Hammitt in over 800 retail partners nationwide. Find a retailer here!

Our store employees wear masks at all times, and additional cleaning measures are in place. Look out for our social distancing stickers on the floor, too!

Yes! Bring your bag in, and we’ll be happy to help!

Thanks for asking! Our stores are cash-less at this time.

Yes - and we ship, too! Just give our store team a call at (844)426-6488.

Please email ryan@hammitt.com for more information!

Email wecare@hammitt.com, or call
10:30am to 5pm PST Monday & 8am to 5pm PST Tuesday - Friday (833) 426-6488 and a Concierge expert will help you personally - or direct your inquiry to the right team member!

Be sure to join our email list and our SMS list - we won’t spam you, but we’ll definitely give you the scoop on new arrivals as soon as they’re available.