Returns & Complaints
Every one of our bags is crafted with care and passion in Namibia. If something isn’t quite right, or a bag simply isn’t the right fit for you — we’re here for you. Just get in touch before sending anything back. Together we’ll find the best solution.
1
Get in touch with us
Before sending anything back, please contact us first — by email, via our contact form, or by phone. Briefly let us know what’s on your mind: whether it’s a complaint, an exchange request, or a cancellation. We’ll get back to you as quickly as possible, within 2 business days at the latest.
2
We’ll find a solution together
Sometimes a concern can be resolved more quickly than expected — without a return, without any hassle. For complaints, we’ll ask you for a few photos so we can assess the issue. We’ll take the time to understand your situation and find the best solution for you.
3
Return shipment — if necessary
Only once we’ve agreed together that a return is the right course of action will we send you our return address. Please ship the item with sufficient postage and well packaged — in the original packaging or equivalent. Return shipping costs are borne by the buyer (as required by law under § 357 para. 5 BGB). Unfortunately we cannot accept returns without prior agreement.
Cancellation & Return
You have the legal right to cancel your order within 14 days of receiving the goods, without giving any reason.
- Please declare your cancellation in writing by email or via our contact form.
- Items must be returned in their original condition and, where possible, in the original packaging.
- Return shipping costs are borne by the buyer.
- Refunds will be issued upon receipt of the returned goods, within 14 days at the latest — via the same payment method used.
Complaints & Defects
If your bag has a fault or defect, your statutory warranty rights apply — 2 years from the date of delivery.
- Please get in touch with a description and 2–3 photos of the defect.
- If your complaint is valid, we will cover the return shipping costs.
- We offer repair or replacement — the choice is yours.
- Please note: Minor handcrafted variations (slight colour differences, stitch pattern) are inherent to the production process and do not constitute a defect.
Still have questions? Just call or write to us.
We’re here for you — personal, straightforward, and on equal terms.