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Update:
After I commented on Instagram, the customer service team reached out and were very helpful in finding a solution. Ultimately, we agreed on replacing the damaged bag.

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I am extremely disappointed with the quality of this bag. For a product sold at this price point and marketed as a luxury item with high-quality craftsmanship, the materials feel surprisingly cheap.
After only a relatively short period of use, a hole started to form where the shoulder strap is attached, which suggests poor material composition and weak construction. The zipper is another major issue: it does not close properly and constantly slips open, forcing me to manually push it back into place every time I use the bag.
What makes this experience even more frustrating is the customer service. Initially, I received a friendly and professional email offering to help find a solution. However, after I sent photos clearly showing the damage, all communication stopped. I never received a response. I followed up again to ask for an update, but that message was also ignored.
For a brand that promotes itself as a luxury label with premium quality standards, both the product quality and the lack of customer support are unacceptable. I expected far better durability, craftsmanship, and after-sales service for the price paid.

Avoid. Overpriced, poor quality, and disappointing customer service.

For a brand charging over £353/€400 for a bag, the quality and overall experience fall far below what you would reasonably expect from a “premium” retailer. The leather felt cheap and unlikely to wear well, the zip was subpar, and the customer service was slow, rigid, and ultimately unhelpful. The entire experience left me feeling like this is more of a money grab than a genuine premium brand.

I paid over €400 in total once shipping and import charges were included. When the bag arrived, it immediately felt underwhelming, the leather lacked the quality and durability you would expect at this price point, and the hardware (particularly the zip) felt equally cheap. This alone would have been disappointing, but the returns process made matters significantly worse.

The company offers only the bare minimum 14-day return window, which is already poor for a so-called premium retailer. More frustratingly, they do not provide a clear return address upfront — you have to request it via email. I had to chase multiple times over several days just to get a response, which delayed the process further. By the time they acknowledged my request, they relied strictly on their 14-day policy to refuse the return, despite the delays on their side.

What is particularly telling is the complete lack of flexibility. I even asked to exchange the item for a different size or leather type — not a refund — and this was refused outright. For a brand positioning itself at this price point, you would expect at least a basic level of customer care or willingness to find a reasonable solution. Instead, everything is handled in a rigid, box-ticking manner. They only offered to refund my shipping costs- thanks a lot!

There is also very little information available about this company online, which in hindsight should have been a red flag. Based on my experience, I would strongly question whether the pricing is justified at all, and it seems like a money grab.

Overall, this was a frustrating experience from start to finish. The product does not justify the price, and the customer service does not come close to what you would expect from a premium brand. I would strongly recommend avoiding unless you are comfortable taking a risk on both quality and aftercare.