Guarantee & repairs

What is covered

For 5 years from the date on your order, we will repair — or replace, if a repair will not hold — any of the following, free of charge and including return postage:

Stitching that has come undone, anywhere on the bag
A zip that has failed, jumped its track permanently, or lost its slider
A rivet, buckle, D-ring, stud or hook that has sheared, bent or pulled through
A strap that has separated from its anchor point
A base or corner panel that has split along a seam
Delamination or splitting of the leather within normal use

What is not covered

These are the material behaving as it should, not faults:

Wax wearing thin at the creases — re-wax it, and we sell the wax at cost
Leather darkening, or developing a patina
Canvas fading in sunlight
Scratches, scuffs and marks on leather
Water reaching the contents in sustained rain — these are water-repellent, not waterproof

Nor do we cover damage from an accident, an airline, a sharp object, a pet, or a modification someone else made. If a bag has been repaired elsewhere first, we will still look at it, but we cannot guarantee our own work over someone else's.

Bought second-hand?

The guarantee follows the bag, not the buyer. If you can show us it is ours we will honour whatever is left of the 5 years — we would rather the bag stayed in use.

How to send one in

Step	What happens	How long
1. Email us	Send a photograph of the damage to support@elvarinoq.com. Do not post anything yet.	Answer within 1 working day
2. We assess it	We tell you whether it is covered, what the repair is, and what it costs if it is not covered. No surprises later.	Same email
3. You post it	We send a prepaid label for covered repairs. For uncovered ones you post it at your own cost.	2–5 days in transit
4. We repair it	Back to the workshop that made it. We photograph the repair before it ships.	10–15 working days
5. It comes back	Tracked, and free for covered repairs.	2–5 days in transit

Repairs outside the guarantee

We repair our bags whether or not they are still in guarantee, and whether or not the damage was our fault. Indicative prices:

Repair	Price
Re-stitch a seam or a strap anchor	€18,00
Replace a zip, full length	€34,00
Replace a buckle, rivet or D-ring	€12,00 per fitting
Replace a base panel	€48,00
Re-wax and re-proof a canvas bag	€22,00
Full strip, clean and re-finish	From €65,00

Postage both ways is on top and quoted before we start. We will always tell you if a repair costs more than the bag is worth.

Your statutory rights

This guarantee sits on top of the rights you already have under EU and Dutch consumer law, which give you two years of legal conformity cover as standard. Nothing here takes those away or shortens them.

Start a repair