Frequently Asked Questions
What is your return and exchange policy?
Returns and exchanges are happily accepted within 14 days of receipt. Returned bags must be in unused condition.
Please contact us for return authorization. Return shipping postage is the customers responsibility. You can choose for us to email a return label and deduct from your refund total, or you can ship on your own. If you choose to ship using your own method, be sure to include insurance, tracking and delivery confirmation.
Once your return is accepted, your original method of payment will be refunded, within 4 business days. Sorry, we cannot accept returns from other retailers and we do not offer returns/refunds on *final sale* items from our occasional sample sales. We reserve the right to refuse a return for any reason.
How quickly will my order ship?
All bags are carefully created to order, and will ship within 1 week, except where specified otherwise.. If you need a bag sooner, please get in touch!
How much do you charge for shipping?
Shipping is FREE on orders over $75 anywhere in the United States. You will be sent a tracking number in a separate email from USPS after your order has shipped.
Where can I see your bags in person?
Can I ship a bag as a gift?
Yes! During checkout, use the gift recipient's address as the shipping address. We will wrap it in pretty tissue and include a gift receipt and a message of your choice. Just let us know! p.s. If your gift recipient wants to exchange their bag for something different, no problem! Just have them get in touch within 14 days and we will take care of them!
What if a bag says 'sold out'?
We are passionate about making limited-edition designs with rare fabrics that often can not be replicated. Usually this means that if the bag says 'sold out', we no longer have any more of the fabric featured on this style. If there is a possibility of the bag being made again at a later date, there will be a button that says "notify me". We will email you if/when we bring it back. If you see something you simply cannot live without, and would be willing to make substitutions, please contact us and start the conversation!
Are your bags made in the USA?
Yes! Crystalyn personally oversees hand craftsmanship from start to finish in the USA: with workshops in New York City and Seattle, WA. (Find out more about our studios here. . .)
Are your bags sturdy?
Absolutely! We design bags for beauty and functionality, using an industrial sewing machine. Zipper seams are triple-reinforced, and the entire bag is sewn with 45 lb. strength thread. Our bags are sturdy, water-resistant, and can be washed in the washing machine!
Do you offer bag repairs?
Yes! If you encounter a problem, we will repair your bag free of charge within the first year. For a fee, we will replace or repair hardware, straps, and zippers for the life of your bag, here.
The fine print: No returns for repair will be accepted without pre-authorization, and must be washed before sending. All shipping charges related to repairs will be the responsibility of the customer. 1 year guarantee does not include cases of normal wear and tear, abuse or misuse - accidental or otherwise - nor alterations, modifications or repairs by customer or third parties. We cannot be held responsible for personal property damage or injury as a result of use of our products.
Are all of your bags vegan?
Our focus here at Crystalyn Kae is using sustainable business practices and materials to create our bags. In fact, nearly 80% of our entire handbag collection is vegan. You can choose to shop exclusively vegan bags here in our dedicated section of our website
What is glazed fabric?
We specialize in creating bags with glazed fabric: a durable canvas that is coated with a colored glaze, which develops a beautiful leather-like patina over time. Soft and supple, light, and extremely durable. All glazed fabric bags are water-resistant and machine-washable. Made in USA. (Read more . . .)
Are your glazed fabric bags really machine-washable?
Yes! Just follow these 4 easy steps:
1) Empty the contents of your bag and pull the lining to the outside.
2) Add a tablespoon of laundry soap to the washer.
3) Throw your bag in the washing machine on gentle cycle
4) Hang it to dry. (Do not put your bag in the dryer or dry-clean.)
For less dirty bags, you can spot clean with any household multi-purpose cleaner. You can also use shoe polish to freshen the sheen on your bag, and any scuff marks can often be removed by applying a bit of rubbing alcohol with a cotton swab.
Can I order swatch cards?
Yes! Color display can vary from screen to screen - which is why you can order a set of swatches here.
Do you charge sales tax?
Sales tax is charged for orders shipped to NY addresses, as required by applicable laws.
Do you accept custom bag orders?
Since Crystalyn's design process is organic, she is always working on new designs and loves to hear your feedback. However, she rarely accepts custom work. As her business has grown, she has chosen to focus on creating limited-edition and one of a kind designs for immediate purchase here on her website. If you have product suggestions please contact us.
Do you offer wholesale pricing to boutiques and retailers?
Yes, we love working with independent boutiques and want to hear from you! Please give us a call at 212-310-1710 or contact us with your reseller ID # and tell us about your store!
If you have any questions regarding our ordering or shipping policies, please contact us.