Complaints and returns
Not satisfied with a product? Then you'll find all the answers about complaints and the returns process here.
Information on complaints
Did you receive an incomplete delivery or defective items?
Reality check: When we make 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 pass through several hands and we follow a strict quality control process, each order is very individual and therefore more prone to errors than in a "standard online store".
But: We'll make it up to you! If there is anything wrong with your order, simply contact us by e-mail at [email protected] and we will quickly find a solution.
Information on return shipment
DIY boxes and kits as well as all other items can be returned as long as they have been 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 any edge color to the leather, have not yet glued the lining and leather together, or have not yet sewn the leather parts together, you can still return the DIY box. Please note that all parts must be included in the return shipment and that the edge color, leather glue and sewing thread have not been opened.
Once you have started working on your leather parts, you can no longer return the DIY box or DIY kit.
However, if you have problems with a step, get stuck, a part has been glued incorrectly, you have reversed the edge color or something similar, then write us an e-mail to [email protected] and we will certainly find a solution so that you can still hold your new favorite piece in your hands!
Please note: Personalized DIY boxes, i.e. boxes that contain leather parts with an embossing (of any kind), cannot be returned. They are handmade and cannot be reused afterwards.
Please note that the return request must be made to us within 30 days of receiving your order.
How does a return work?
If you wish to return your unpersonalized, unfinished DIY box or other items, please contact us within 30 days of receiving your order via email at [email protected] and let us know your order number and the items you wish to return. We will then send you all the information.
Then repack the DIY box and send it to the following address:
BAGS & PIECES GmbH
Trippstadter Str. 8
67691 Hochspeyer
We recommend that you use an insured shipping method so that you can track the shipment and are protected in the event of loss. As the sender, you bear the risks of the return shipment.
Who pays for the return shipment?
Please note that you have to bear the costs for the return shipment yourself. According to the current status (01.06.2023), the shipping of a parcel of our size in Germany is approximately €4.50.
How is the refund made?
In the event of a return, we will refund the money to the payment method you originally used to place the order. The refund will be made within 14 days of receipt of your return at the latest.
Answers to general questions about payments and shipping can be found in this section.