How can we help?

To avoid stolen packages, we recommend that someone is available at the recipient location to receive the package.  Austin | Fowler is not responsible for lost or stolen packages so please contact the carrier (i.e. USPS, FedEx, UPS) and provide them with your tracking number to inquire further.  

Please also note that if your shipping status with the USPS indicates "Delivery Delayed" it is likely due to a regional issue in which the post office does not have sufficient staff to get out all packages on time.  In that case, please contact USPS directly and they can give you further details on your delivery date.

We also offer Route package protection at checkout that you can add on as insurance against a lost or stolen package!

Once your bag is processed for shipment, you will receive a tracking number sent to the email you had provided at checkout.  If you did not receive your tracking number, be sure to check your spam or junk mail folder in your email.  Also be sure that you used the correct email address at checkout.  Oftentimes people may have multiple email addresses and may forget which one they had used at checkout.  If you did not receive the tracking number, there’s a good chance, the email address was entered incorrectly at checkout.  Please email us at hello@austinfowler.com to have your email address updated and the shipping confirmation resent to you.

Email us at hello@austinfowler.com for any other questions as well, we’re happy to help!

Please allow 3-5 business days for your order to ship out from our location.  The location of where the package is shipping to will determine when you receive it.  Typically, U.S. orders are shipped via USPS and are on average about 3-5 days.  Please be aware that certain events including severe weather, holidays, national events among others can all impact delivery times.  All orders ship out during standard business days which are Monday – Friday.  Once your order does ship out, you will receive tracking information via the email you had provided at checkout.  Please be aware that any international orders follow the same above protocol but may take longer to arrive due to customs in the destination country.

How it works

1.      Add items to your cart (or shopping bag).

2.      Check out with Shop Pay.

3.      Choose to pay in 4 installments.

Your first payment is either due at checkout or 2 weeks after your purchase. The next 3 remaining installments are automatically charged to your card saved on Shop Pay every 2 weeks. Don't worry, you'll get an email reminder before each payment to remind you.

Are there late fees?

No, there are no late fees if you miss a scheduled payment.

What is the option to pay in installments on Shop Pay?

When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into 4 equal, biweekly installment payments—with 0% interest, no hidden or late fees, and no impact on your credit score.* In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase.

What if I make a return on a purchase made through Installments with Shop Pay?

If your refund amount is less than the amount remaining on your Shop Pay Installments balance, then you can expect one or both of the following:

• A smaller payment balance on the final payment
• Less future payments on the remaining loan balance

If your refund amount is more than the amount remaining on your Shop Pay Installments balance, then you can expect to receive the difference as a refund to your original debit card or credit card payment method within 3 to 10 business days.

Which payment methods are accepted if I use the option to pay Installments on Shop Pay?

The installments option on Shop Pay is available on debit and credit cards.

We accept the following payment methods:

• Visa / Mastercard / American Express / Discover
• PayPal
• ShopPay (installment method)
• Apple Pay

Absolutely!  Our products do sell quickly and by placing a back order or a pre-order for new products, that is the best way to ensure you receive that product when it is back in stock.

Our Outlet section is an incredible way to purchase an Austin | Fowler product for a fraction of the price!  To be considered an Outlet product, there is a minor imperfection such as imperfect stitching on the interior of the bag, a nick in the leather, or something along those lines.  Those are just a couple of the examples that we would use to judge a product as an Outlet bag.

Please be advised that while Outlet products only have minor imperfections, we're selling them for a drastically reduced price and as such are not able to offer returns, exchanges, or warranty on them.  Additionally, due to the volume of orders we receive, we are not able to send photos of individual products from the Outlet section.

Don't get us started, we could go on forever about this!  For one thing, Austin | Fowler is passionate about designing bags that are classic in style and very high end.  But more important than that, they are bags that will keep you organized and pulled together regardless of what purpose you're using them for!

We include many features to keep them versatile.  For example, many of our bags can be worn a variety of ways such as over the shoulder, cross body, and backpack carry, some even come with a luggage sleeve to sit securely on top of your suitcase!  Others may come with stroller/cart straps as well.

A signature mark of our brand has always been our bright interiors which not only lends some personality to the bags but is also functional as it makes it easy to see what's inside, no more big black hole of a bag!

We are so intentional about the features we include in our bags as we want to simplify your life on the go while keeping you looking polished and chic!

To best care for your Austin | Fowler products, use a good leather conditioner for any of the leather parts.  For the other material, a slightly damp cloth will work well to remove any dirt or dust.  The interior lining can also be gently wiped down with a slightly damp cloth and a mild dish soap.  While some of our materials may be water resistant, they are not waterproof so you cannot leave the product exposed to water for large amounts of time.  An Austin | Fowler product is an investment in style and will weather the seasons very well as long as it is properly cared for.

Please do!  At checkout, just indicate that it is a gift by writing a message to your recipient and we can ship to whomever you would like and we can complete a beautiful handwritten card with your message of choice on your behalf!  We take incredible care to ensure that our products are packaged so pristine so it will certainly delight the recipient!  Don't worry a receipt is never included in the box.

You can cancel your order if you request to do so before the order is fulfilled. Once the order is fulfilled and shipped, we cannot cancel an order and the regular return process will be required.  If you are needing to update your address or email on an order, please email Customer Concierge at hello@austinfowler.com to make the change. Please be aware that if you order has already been fulfilled, address changes will not be able to be corrected. Please be sure to check all information at checkout including shipping address and correct email address.

Of course!  We want our customers to be absolutely delighted with their purchase from Austin | Fowler! For customers who purchased their Austin | Fowler bag on www.AustinFowler.com, and find that it does not meet their needs or expectations, we are pleased to offer returns or exchanges, less shipping and Route charges, within 14 days of the item being delivered. The item being returned/exchanged must be in new, unused condition with the original tags and/or packaging.  

We can only return or exchange items purchased directly from www.AustinFowler.com. Any item deemed "used" will be ineligible for return or exchange.

Standard Returns

If you've found that a product simply does not meet your needs, we're happy to offer a return on the purchase price less shipping and Route charges as long as the product is returned within 14 days of purchase in new and unused condition.  

1. Please ship your product to our distribution center at 6100 McColl Drive #472, Savage, MN 55378
2. Include the original packing slip or a note indicating the order number, items you're returning, and reason for return.
3. Refunds will be processed within 5-7 business days upon receipt and inspection of your returned item, and will be refunded in the original form of payment, less shipping and Route charges. The value of any promotional items received with your purchase must also be returned as brand new or the price will be deducted from the refund.  Please keep in mind that your banking institution may require additional days to process and post the transaction to your account.

Exchanges

You can absolutely do an exchange!  Similar to a return, your exchanged item must be shipped back within 14 days of the product being delivered.  Please send an email with your full name and order number to hello@austinfowler.com  including details regarding the product you would like to exchange and the new product you would like to receive. Once we receive your exchange request, we will confirm that we have your desired product in inventory.  

Once you receive that confirmation from us, please follow the following steps:

1. Ship your product to our distribution center at 6100 McColl Drive #472, Savage, MN 55378
2. Include a copy of your original order (if available), or note indicating the product you're returning, and the product you're requesting to receive in exchange.
3. Once we receive the product in new and unused condition, we will ship the requested product to you.  Please note that the items being exchanged must include the original packaging and still have tags attached.

We want to make sure that our customers are delighted with their purchases and for that reason, we are always here to help! Please contact us at hello@austinfowler.com with any questions, concerns, or feedback. We love to hear from you!

A bag that is in continual use may eventually need some restoration work.  We want to make sure you're well taken care of and would highly recommend our go-to repair shop, Rago Brothers.  Located in New Jersey, they do mail-in restoration work on all designer bags.  We would invite you to visit their website at www.RagoBrothers.com to make arrangements, if ever needed.

They do!  Austin | Fowler bags come with a 90-day limited warranty.  We take incredible care in selecting high quality materials and accessories that go into our products and they are designed with durability and functionality in mind.  Our warranty covers any hardware and/or defects on items purchased through Austin | Fowler’s website.  Please note that the warranty does not cover wear and tear due to normal and proper use nor does it cover spills, accidents, scratching, or any damage done from third party repairs.  The warranty is not valid on any Outlet products, any products marked as Final Sale, or products won through giveaways or third-party sales.  The warranty period begins on the date the product is marked as received by the shipping carrier.

Majority of our products are produced overseas in various countries.  Austin | Fowler products are designed and operations are staffed out of the United States, primarily Minnesota.  

Our bags are incredibly technical in nature and American manufacturers have agreed that it would be nearly impossible to produce Austin | Fowler bags with our level of detail in the United States, and certainly not at a price point that customers would ever want to pay.  

We take incredible pride in the materials we source and are very, very detailed with the design of our bags and accessories.  Therefore, we are able to produce extremely high quality products overseas with manufacturing partners that we have vetted against quality, environmental, and ethical standards.  

We're happy to help!

Email us at hello@austinfowler.com

Call us at (920) 581-5008

Reach us via mail at 6100 McColl Drive, #472  Savage, MN 55378