04Delivery, returns and privacy
How a made-to-order bag is delivered, what can be returned, and what we keep when you write to us.
Every bag is cut only after you confirm the design. The estimated arrival date is shown before payment, in the confirmation email and on your order page.
A bag made to your specification cannot be returned because you changed your mind. Manufacturing defects and any mismatch with the specification you approved are always covered: we repair, remake or refund.
Your order record keeps the final photographs, the specification and the inspection before the bag leaves the workshop, so what you see is what you get.
A message you send us stores the text, the page you were on, basic browser information and an email only if you choose to leave one. A private atelier request stores your name, email, budget, description and reference photos, kept in private storage. Both are used only to reply to you and are visible only to the atelier team.