This depends on the defect and how it came about. Through quality controls we strive for the highest quality on every bag, but it is still a human process, so it can always happen that a stitched seam or buckle peels off during normal use. In the case of normal use, we offer you the following two options:
(recommended) You have the defect repaired at a local tailor or shoemaker. We will of course reimburse these costs for you. This is better for you, because you can use your bag again way quicker, but it’s also better for the environment, because the bag doesn’t have to be sent back and delivered again.
You can also return the bag free of charge to our workshop in the Netherlands, where we will repair the bag for you. Due to the continuous bustle and due to the fact that the workshop is also used for the creation of new bags, we often have to plan this repair 2 to 3 weeks in advance, which means that you may have to miss your bag for up to 4 weeks.