While we are committed to quality and we design our products to be durable and long-lasting, we know that inevitably, from time to time, faults may occur. We are happy to step in when they do and make sure you can be back to using your goods in no time.
If your bag is damaged during the first 12 months you own it, excluding damages caused by normal wear and tear, airline handling, abuse, cosmetic damage or other transit damage, send it back to us, and we will cover all expenses including the repair and costs of shipping to and from us. If we determine that it is damaged beyond repair, we will replace it.
To initiate a warranty claim and begin repair, simply email us at firstname.lastname@example.org with your order information (order number and email address). We will respond to you within 24-48 hours during business hours.
HOW LONG WILL IT TAKE TO GET MY REPAIRED BAG BACK?
Please allow 3 weeks (15 business days) after we receive your bag to our warehouse for the repair. In many cases, we strive to get it back to you within 1 week as we don't want you to be separated from your item for too long. If it is a more complex repair and we need even more time than this, we will communicate this with you after consulting with our repair shop.
We know you don't like being separated from your bag, but we ask that you please be patient through this period while we strive to restore your bag back to perfection.
CAN I USE MY OWN REPAIR SHOP?
We understand that you may want to use your own repair shop, however, please note that using a 3rd party repair shop will void your warranty. In some cases, it may be the best course of action to use a local cobbler (e.g. if you're outside the U.S.), and we will work with you on a case-by-case basis through this process.
WHAT IF IT IS BEYOND THE WARRANTY PERIOD?
While our warranty covers 12 months of no-cost repairs, we understand you may need repairs beyond this period - after all, we strive to design products that last a lifetime.
As with all fine and precious products, the longevity can depend on how you maintain it. Please follow the care instructions, and if you do run into a fault, we ask that you use a local cobbler specialized in fine leather care for your repair. You can find a local cobbler specialized in leather care in your area via a reputable search engine. If you do want us involved, at our discretion, we may still choose to cover all costs, or may work with you to find a local cobbler to assist you for a nominal fee. We will handle these requests on a case-by-case basis.