Complaints

Every product is handmade with care and love. If you notice a defect or your bag was damaged in transit, we are here to help.

When can you file a complaint

You can file a complaint in the following cases: - The bag was damaged during shipping - The bag has a manufacturing defect (faulty stitching, material damage, etc.) - The wrong product was delivered

Since every product is handmade and unique, returns for personal reasons (I don't like the colour, I changed my mind, etc.) are not possible.

How to file a complaint

Write to us at info@maka-atelier.com within 14 days of receiving your order. Please include: - Your order number - A description of the issue - Photos of the damage or defect

Damage during shipping

If the package is visibly damaged when you receive it, you may refuse it from the courier or have the damage noted on the spot. Contact us the same day — we will send you a new bag at our expense.

Response and resolution

We confirm receipt of your complaint within 24 hours. We respond within 8 days and resolve the issue within 15 days. In case of a valid complaint, we will send you a new bag free of charge or issue a full refund — your choice.

Contact

For any questions regarding complaints, reach us at info@maka-atelier.com.