It is highly important for us that all our customers are satisfied with the product. We constantly aim to improve quality therefore all your comments and feedbacks regarding the product qualities are highly appreciated and more than welcome!
If you think that your product has a defect, please inform us as soon as possible with the following information:
- name
- date of the purchase order
- invoice number
- description of the problem
- photo of the damaged parts - attached to the email
We will look into the case and evaluate as soon as possible if the item is defected or it suffered a defect during the production.
If it does, we will either send you a pick-up for the defected product to be delivered back to our warehouse. We will repair it or send you a replacement.
We only offer free repairs on items purchased within one year. After the first year passed, we still take repairs, but the shipping charges (back and forth) and some repair costs (about 20 EUR) need to be covered by the buyer.
Our warranty does NOT cover any damage caused by neglect, improper care, accident, or normal wear and tear.
Please, note, all of our bags include a hangtag informing the customer about the weight limit for everyday usage and the wash care description which must be followed as written.
Our carefully handcrafted backpacks are made to accompany your adventures for a long time - but to make sure they will look nice, please follow these few steps:
- try washing off dirt with water and / or a soft small brush
- in case the bag is heavily soiled use bar soap, flaked soap or saddle soap (you can use any stain-remover soap, but no detergents)
- never use detergent (liquid or powder) to clean the bag
- never dry clean as the powerful (environmentally damaging) chlorinated solvents may remove the wax finish
- hand wash recommended only, please do not put these bags in the washing machine
A waxed canvas item should never need to be washed officially as one of the features of it is the attractive way in which it ages: like full grain leather its appearance improves with age, making it a unique personal accessory. Scuffs, marks and creases create a rich patina which continues to develop with age. If, in extreme cases, it is necessary to wash a waxed canvas item it should be completely re-waxed afterwards as it may lose it’s features.
In order to restore the wax layer of the backpacks, you can use any reproofing wax. The refinishing ointment left to absorb for a day or so (a hair dryer will speed the process) will restore the wax finish. If you choose an iron instead of the hair dryer, iron only on low heat with a thin cloth or craft paper barrier between the fabric and the iron in order to redistribute wax and relax the fabric.
Please avoid the waxing of the leather details and the light canvas colours as it may cause discoloration due to the oily process.
We offer the official British Millerain reproofing wax in gorgeous retro tins, made specifically for the waxed fabrics of our ROOTS collection, find it here.