Service
Does your product need service? Tell us what happened — we’ll tell you what a repair costs or whether warranty applies. After that, you decide.
Paid, with an estimate up front
For wear, accident damage, and anything outside warranty — regardless of the product’s age.
Estimate is free — you decide afterwards
Request a repairMaterial & workmanship faults
For material and workmanship faults within 5 years of purchase.
Review in 2 working days — you need a receipt or order number
Report a warranty caseNot sure which applies to your case? See the difference — or just start: we will assign the case correctly during review anyway.
Difference
The short answer: repair covers everything life does to the product. Warranty covers faults we made.
| Criterion | Repair | Warranty |
|---|---|---|
| What’s covered | Wear and damage: worn-through bases, broken zippers, holes, impact damage. | Material and workmanship faults: opening seams, factory-defective buckles, coatings coming off. |
| Requirements | None. Also for products you bought second-hand. | Purchased no more than 5 years ago, proof of purchase or order number available. |
| Cost to you | After the estimate, from €19. The estimate itself is free. | None — including outbound and return shipping. |
| How long it takes | Estimate right after the description, then 10–15 working days. | Review 2 working days, then about 10 working days in the workshop. |
| Outcome | Restoration by our workshop. If that’s not possible, we tell you before you commission the work. | Repair, spare part, or — if it cannot be restored — a replacement product. |
| If you pick the wrong path | No problem. If it turns out to be a warranty case, the costs drop away. | No problem. We review every case and assign it correctly. |
Examples
Four cases from the workshop — yours is probably similar.
Used daily, teeth worn out. Normal wear.
Repair — from €34The shoulder strap is coming away at the seam, without unusual load — a workmanship fault.
WarrantyA 15 cm tear in the outer fabric after a fall.
Repair — from €45The inside becomes sticky after 2 years; the product was stored correctly.
WarrantyProcess
Both paths start the same way: you describe the defect. After that, they diverge.
01
Choose the product, describe the damage, upload two photos.
about 2 minutes02
Solution options right after the defect description — including a note if warranty applies.
instantly03
Submit the job. A shipping label to print comes with the confirmation — you can cancel at any time before that.
Your decision · 2–3 days in transit01
Choose the product, describe the damage, upload a photo.
about 2 minutes02
We confirm the warranty case or explain why not.
2 working days03
The shipping label arrives by email; we cover postage.
2–3 days in transitEdge cases
The statutory warranty is your right against the seller you bought from. In Germany and Austria it lasts two years from handover and cannot be excluded.
Our manufacturer’s warranty is a voluntary commitment from us and applies in addition: 5 years on material and workmanship faults. It does not limit your statutory rights.
In Switzerland different time limits and rules apply. See the details in our warranty terms.
Two minutes, two photos — and you’ll know where you stand.
Questions first? Contact the workshop — Mon–Fri, 9am–5pm
Pick your topic — the most common ones are resolved with no waiting.
Request a repair Report a warranty case Track a shipment Get in touch