Repair request
*If you would like to have your item repaired, please send us an email (info@silk-roadtrading.com) with photos.
After checking, we will send you an email.
*To prevent items from getting lost, please contact us by email at the address listed below before sending any items for repair to the Kyoto Center.
Please note that we cannot accept items for repair at our stores.
About repairs
We offer a repair service for products purchased from The British Bag so that you can enjoy using them for a long time. This service is carried out at domestic leather repair shops that we have partnered with, so in some cases the repair cost may exceed the purchase price of the product.
If you only need the metal fittings and would like to have the repair done at a nearby repair shop, we may be able to give you the metal fittings free of charge. In that case, please feel free to contact us. If you would like to have the repair done at one of our affiliated repair shops, we will first provide you with a quote, so please consult with us about that as well.
Please understand that depending on the repair, it may not be possible to return the item to its original condition. However, please rest assured that we will do our best to repair it to meet your expectations.
We will do our best to support you so that you can use your products for a long time.
Repair process
Confirmation and reception
If a problem occurs with the product, please contact us by email with a photo attached showing the part to be repaired.
We will contact you with a quote and repair time.
Contact: info@silk-roadtrading.com
If you have a warranty card, please let us know if the product is still under warranty.
We will repair it free of charge.
*If you do not have a warranty, repairs will be subject to a fee.
(Please note that receipts etc. do not serve as a warranty.)
*If there is a defect within one month of purchase, we will cover the shipping costs both ways.
For repairs that exceed one month, even if the product is still within the warranty period, you will be responsible for the shipping costs when you send it to us. (We will cover the shipping costs when we send it to you.)
Period and quotation will be sent by email
We will request a repair estimate from the repair shop and confirm the repair cost.
Once we receive a response from the repair shop, we will email you the repair cost and duration.
Shipping/repair fee payment from customer
We will email you the address of our Kyoto Center, so please send us the item for repair. If the repair requires a fee, please make a bank transfer.
(You may use any delivery company, but you will be responsible for the shipping costs when sending the product to us. We are sorry, but even if you are requesting free repairs more than one month after purchase, you will only be responsible for the shipping costs when sending the product to us.)
In this case, it will be easier if you attach a sticky note to the repair area or send a note with the location of the repair.
*Please be sure to contact us by email before shipping, as there is a risk that your package may get lost in other shipments. (Sometimes packages arrive at the store without any notification.)
Arrival and repairs begin
We will begin repairs as soon as we arrive.
Usually 4 to 6 weeks
Delivery of repaired product
Once the repair is completed, we will ship the repaired product.
*We will return the item to you in the packaging materials you sent it to us.
(We will cover the shipping costs for the item we send to you.)