Complaints and returns
Are you not satisfied with a product? Then you will find all the answers to the topic of complaints and the return process here.
Information about complaints
Did you receive an incomplete delivery or defective item?
Reality Check: During our deliveries, it happens from time to time that we forget a part or overlook an irregularity in the leather. Even though all parts of the order go through several hands and we follow strict quality control, each order is very individual and therefore more prone to errors than in a "standard online shop".
But: We'll make it up to you! If there is something wrong with your order, please contact us via email at email@example.com and we will quickly find a solution.
Return shipping information
DIY boxes and kits as well as all other items can be returned as long as they are opened but not yet used (exception: personalized items, see below). This means that if you have only looked at the parts but have not yet applied edge color to the leather, have not yet glued the lining and leather, or have not yet sewn the leather parts together, you can still send the DIY box back. Please note that all parts must be included when returning and that the edge color, the leather glue and the sewing thread have not been opened.
Once you have started working on your leather pieces, you can no longer return the DIY box or kit.
However, if you have problems with a step, are stuck, a part has been glued incorrectly, you have changed the edge color or something similar, then write us an email to firstname.lastname@example.org and we will definitely find a solution you can still hold your new favorite piece in your hands!
Attention: Personalized DIY boxes, i.e. boxes that contain leather parts with an embossing (regardless of what type), cannot be returned. They are handmade and can no longer be used afterwards.
Please note that the return request must be reported to us within 30 days of receiving your order.
How does a return work?
If you would like to return your unpersonalized, unedited DIY box or other items, please contact us via email at email@example.com within 30 days of receipt of the order and provide us with your order number and the items you would like to return , with. We will then send you all the information.
Then repackage the DIY box and ship it to the following address:
BAGS & PIECES GmbH
Trippstadter Str. 8
We recommend that you use an insured shipping method so that you can track the shipment and be protected in the event of loss. As the sender, you bear the risks of return shipping.
Who pays for the return shipping?
Please note that you have to pay the return shipping costs yourself. According to the current status (June 1st, 2023), shipping a package of our size in Germany costs approximately €4.50.
How is the refund made?
In the event of a return, we will refund you the money using the payment method you originally used to order. The refund will be made no later than 14 days after receipt of your return.
You can find answers to general questions about payments and shipping in this section.