We’re here to take care of your piece.
Every Sourtier piece is made to be worn, carried, and loved. If you experience an issue with your order or product, our After-Sales Care team is here to help. Your Sourtier warranty covers your piece for up to 60 days from the date your order is received. Should you experience an issue covered under our warranty, we’re here to help.
Please review the guidelines below before submitting a claim.
12 DAYS FROM THE DATE YOUR ORDER IS RECEIVED
Returns and exchanges are available within 12 days from the date your order is received, subject to our return and exchange conditions.
This includes:
– Wrong item, color, or product received
– Items that arrive with a visible defect
– Eligible size or preference exchanges
For issues that are visible upon delivery, we highly recommend recording an unboxing video from the moment the package is opened. This helps our team verify the condition of the item upon arrival.
Please note: Return or exchange does not automatically mean a refund or replacement. All requests are subject to assessment by our team.
VALID FOR 60 DAYS FROM THE DATE YOUR ORDER IS RECEIVED
Your Sourtier piece is covered for manufacturing defects that may appear during normal use within the warranty period.
Examples include:
– Loose or detached stitching
– Hardware that detaches due to a manufacturing issue
– Zipper malfunction caused by a manufacturing defect
– Other construction or production issues
If your claim is approved, our team will determine the most appropriate solution based on the condition of the item.
IMPORTANT NOTE: A warranty claim does not automatically qualify for a full product replacement. Our team will assess each case individually and determine the best solution based on the condition and nature of the issue.
Our warranty does not cover damage caused by normal use, accidents, or improper care of your Sourtier items.
This includes:
– Scratches, scuffs, or marks from everyday use
– Water or liquid damage
– Stains or discoloration
– Scratched or worn hardware
– Damage caused by overloading the bag
– Damage caused by accidents or misuse
– Natural changes and aging of leather
– Damage caused by improper care or storage
– Any modification or repair performed by a third party
For these cases, our team may still be able to assist through a paid repair service, depending on the condition of the item.
PLEASE CONTACT US WITHIN 72 HOURS OF RECEIVING YOUR ORDER
If your package is missing an accessory or item, please contact our team within 72 hours of delivery.
This may include:
– Missing dust bag
– Missing accessories
– Missing care card
– Incorrect quantity of items received
Please provide your order number and clear photos/videos of the package and its contents so our team can investigate the issue.
If the missing item is confirmed to be due to a packing or fulfillment error on our end, we will arrange the appropriate replacement.
HOW TO MAKE A CLAIM?
Fill out our Sourtier Care Form and provide your order details, a description of the issue, and clear photos/videos.
We’ll review the purchase date, condition of the product, and the issue reported.
Depending on the case, we may offer a repair, replacement part, exchange, or paid repair.
Our team will contact you with the next steps once your claim has been reviewed.