Exchange Policy

• Exchanges are allowed within 7 days of receiving the order.
• Items may be exchanged for another item of the same price.
• You may also exchange for a higher-priced item, provided the price difference is paid.
• If the exchanged item is of lower value, the price difference will be issued as store credit.
• Sale or discounted items may be exchanged based on the item’s original price, provided that any price difference is paid by the customer.
• Exchanges are allowed once only.
• Orders not yet shipped may be changed once only. Changes must be of the same amount; if higher, the customer must pay the difference. Additional changes will incur a ₱150 processing fee.
• For online purchases, exchanges are only applicable through our website and not through our stockists. Customers may also exchange online purchases during our pop-up events, provided it is within the 7-day exchange period.
  

We do not offer refunds for change of mind.

Exchanges for store credit are available within 7 days of receiving your item.

Items must be unused, in their original packaging, and include all tags.

Customers are responsible for shipping costs to send items back to us.

Final Sale Items: Items purchased at a discount, on sale, or as part of a promotion are final sale and not eligible for exchange or store credit.

All Carry Om bags are covered by a 10-year warranty against manufacturing defects.

All Carry Om bags come with a special tag inside indicating date of manufacture. We use this as a guide for warranty claims.

Currently, we only cover warranty within the Philippines. If you're traveling or now outside the Philippines, we can fix it at customer's courier expense.

What’s Covered:

• Manufacturing defects such as issues with stitching, zippers, straps, or structural integrity.

What’s Not Covered:

• Cosmetic issues such as fading, scuffs, or discoloration.

• Prints on bags such as artwork, logo prints, or aesthetics markings that are printed on fabric such as DTF, silk screens, or other modes of prints and paints that are subject to natural wear and tear, peeling off.

• Damage caused by wear and tear, misuse, overloading, or failure to follow care instructions.

• Free bags or bags part of a giveaway program by Carry Om, without warranty cards.

How It Works:

• If a manufacturing defect is found within 10 years, we will repair your bag free of charge.

• Courier Costs: Carry Om will cover courier fees if defect is within 3 months. Anything beyond, customer will cover courier costs to and from the repair facility.

FOR INTERNATIONAL ORDERS:
Here are the steps to follow:
1. Submit a claim to FEDEX/DHL
2. Please ask for the case number
3. Send a claim to our email address:
support@carryom.com
shylla.lipalam@carryom.com

Kindly include the ff when sending an email of lost parcel claim :
1. Order no. and name associated with the purchase
2. Case number from FEDEX/DHL
3. Screenshot of the reply of FEDEX/DHL regarding the lost parcel case

Once we receive the email, reviewed the claim with FEDEX/DHL you are eligible for one of the ff:
- replacement / exchange (15 business days processing)
- strictly store credit only (30 business days)

FOR PHILIPPINE ORDERS:
Send a claim to our email address:
support@carryom.com
shylla.lipalam@carryom.com

Kindly include the ff when sending an email of lost parcel claim :
1. Order no. and name associated with the purchase

Once we receive the email, reviewed the claim with J&T you are eligible for one of the ff:
- replacement / exchange (10 business days processing)
- store credit (2-3 business days)

IF BOOKED BY CUSTOMER (via Lalamove/Grab)

We are not responsible for items damaged during transit to or from our facility. Customers are advised to use tracked and insured courier services for exchanges or warranty claims.

IF BOOKED BY CARRYOM

Kindly send a claim to our email:
shylla.lipalam@carryom.com
support@carryom.com

Please include the ff:
1. Order no. and name associated to the order
2. Photo of the Damage

We will reply with details of return of the damaged goods. Once we received the damaged goods, kindly give us 5 working days to asses the damage from transit. Once we have reviewed, we will replace the damaged item/s and ship to the orginal shipping address.