Warranty and Repairs

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 product is damaged within the first 24 months of ownership due to a manufacturing defect, we will gladly cover the repair expenses, including shipping costs to and from Silver & Riley. Please note that damages caused by normal wear and tear, airline handling, abuse, cosmetic damage, or other transit damage are not covered under this warranty.

If we determine that the damage was due to a manufacturing defect and the product is beyond repair, we will replace it. However, if the damage is deemed to be caused by misuse, neglect, or abuse, the warranty will not apply.

To initiate a warranty claim and begin repair, simply email us at warranty@silverandriley.com with your order number and information.

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 third-party repair shop will void your warranty, as we cannot ensure the quality or authenticity of their work. 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 24 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.