It is always possible that something does not go quite as planned. We recommend that you first report complaints to us by emailing If this does not lead to a solution, it is possible to register your dispute for mediation through Stichting WebwinkelKeur via:
As of February 15, 2016, it is also possible for consumers in the EU to report complaints through the European Commission's ODR platform. This ODR platform can be found at If your complaint is not already being processed elsewhere you are free to file your complaint through the European Union platform.


With regard to the delivery of goods, we apply the statutory minimum warranty period of two years if your new bag does not conform to the order placed. This means that if your bag is faulty or defective, a free repair or replacement is possible for two years after delivery.
To the extent possible and reasonable, you have the choice between repair or replacement. Only in case the repair or replacement is excessive or impossible or cannot be performed within a reasonable time, you are entitled to demand a price reduction or rescission of the sales contract.
If the defect or flaw manifests itself within the warranty period, it will be deemed to have already existed before delivery, unless we can prove otherwise. After the warranty period, you will have to prove yourself that the defect was already present at the time of delivery.

Exceptions to the warranty

The warranty does not apply if:
- The customer has repaired and/or modified the delivered products himself or has had them repaired and/or modified by third parties
- The delivered products are exposed to abnormal conditions or otherwise treated carelessly or contrary to the instructions of the entrepreneur and / or on the packaging are treated
- The defectiveness is entirely or partially the result of regulations which the government has set or will set regarding the nature or quality of the materials used.

Claim under warranty

Would you like to claim our warranty? Please send us pictures of the damaged or defective product along with your purchase details. You can email these details to and use our Return Form to register your return. Customer Service will assess whether the product will be repaired or you will receive a new one immediately.