It can always happen that something does not go quite as planned. We recommend that you first report complaints to us by emailing firstname.lastname@example.org.If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur via https: // www. webwinkelkeur.nl/kennisbank/consumenten/geschil/.
From 15 February 2016 it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being dealt with elsewhere, you are free to file your complaint via the European Union platform.
We care about our products and logically do our best to deliver them to you in top condition. Yet it sometimes happens that an order breaks during transport or that something else happens that allows you to claim under warranty. From a legal point of view, you are obliged to report this to us within two months after discovery of the defect. If the defect falls within the warranty, we will arrange for repair or replacement free of charge.
Warranty is our top priority. The bags are made of real leather and must be of good quality. Given the fact that we work with handmade and natural products, it is possible that the leather contains production errors. When something is not right with the quality of our products, we are happy to look for a suitable solution.
There are complaints on which we provide a standard warranty:
- Broken handles, loops etc. within 3 months of purchase
- Closures within 3 months of purchase
However, there are also complaints that are beyond our control. A complaint that we cannot guarantee in advance is discoloration. To avoid miscommunications or confusion, we briefly explain what we mean by discoloration.
Discoloration: when bags are in contact with the sunlight (both directly and indirectly) for too long, discoloration can occur. By discolouration we also mean the fading of colors or the dirty of light colors and / or suede.
A complaint that is more difficult to assess is wear and tear on bags. Everyone uses their bags in a different way and with a different frequency. This makes it difficult to determine a standard for how long a bag should last and remain usable. If a bag was purchased more than three months ago and you have a complaint other than the complaints on which we give a standard guarantee, we will not take the bag back.
To extend the life of your bag, we recommend that you spray the bag with a maintenance product suitable for leather and / or suede at all times before use and repeat this regularly with frequent use.