DELIVERY ISSUES, RETURNS AND EXCHANGES

For logistical reasons, orders may sometimes be dispatched in several parcels.

1. Delivery in several shipments
If your order is split into several parcels, this is clearly indicated on our order tracking page.

Next to your order number, such as BG12345, you will see several buttons or tabs labelled “Shipment #1”, “Shipment #2”, allowing you to:

• View the contents of each parcel,
• Track each shipment separately.

A first parcel may therefore have arrived while another is still on its way.

2. Items placed inside the bag
When you order a backpack with smaller items, such as a crossbody bag, toiletry bag or accessories, these may be placed inside the backpack to protect them during transport.

Please check inside the bag before taking further action.

3. What if an item is still missing?
If neither situation applies, please contact our customer service team. We will immediately check whether there was:

• A packing error,
• An incident during transport.

In every case, we will take the necessary steps to offer a quick and satisfactory solution.

We take great care when preparing orders. However, a packing error can occasionally occur.

If this happens, follow these steps:

• Contact our customer service team through our order issue form.
• Attach a photograph of the item received

When we receive your message, we will send a prepaid returns label so you can return the incorrect item free of charge.

Our team will then dispatch the correct product as quickly as possible, at no additional cost.

Despite the care taken in designing and preparing our products, an item may exceptionally have an original defect, such as a cut, tear or imperfect stitching.

Our quality team continuously strengthens checks and improves product reliability, but a defect can occasionally go unnoticed.

Products may also sometimes be damaged in transit despite all precautions.

If your product arrived broken or damaged, please follow the standard warranty claim procedure by completing this form.

Our team will respond promptly and take the necessary steps to provide a suitable, satisfactory solution.

You have 30 days from receiving your order to request a return or exchange.

Steps to follow:

• Visit our online returns portal
• Submit your request in a few clicks
• Download your return label when available; contact support if it is not yet available

⚠️ If your product arrived broken or has a defect, please follow the standard warranty claim procedure by completing this form. This prevents it from being mistakenly returned to stock and helps us provide the most suitable solution.

Our team will help promptly to ensure a simple, efficient and smooth process.

For a change-of-mind return requested within 30 days of delivery and refunded to the original payment method, your contribution to the return label is capped at €6.99 for EU orders or £6.99 for UK orders, and will never exceed the actual direct transport cost. If the label costs less, you pay the lower amount; if it costs more, we cover the difference. This contribution is charged only once per return, not per item. No restocking or administrative fees apply.