A problem with my order?
Missing item, wrong package, damaged product: step-by-step solutions.
My order is incomplete
What should you do if an item is missing from your order?. 1. Take photos of your package. Before doing anything else, photograph your package exactly as you received it, from several angles (outer packaging included). Clear, sharp photos will help u
I received the wrong item
We take great care in packing your order, but every now and then, one item can sneak in for another while your order is being prepared. What should you do if you received the wrong item?. Head to our contact form to reach our customer service team (t
My product is defective, what should I do?
Occasionally, a product may have a manufacturing defect (a sloppy seam, a temperamental zipper, damaged fabric…). Every one of our pieces is hand-sewn and inspected before shipping, and we're constantly working to tighten these checks, but a defect c
I ordered the same product twice and they're not exactly identical?
That's normal, and here's why. Our prints are applied to large pieces of fabric before cutting, so from one piece to the next, the pattern never lands in exactly the same spot. Two pouches of the same model are sisters, never twins: each piece is, qu