Thank you for your support of Ethnotek and our partnering artisans through your purchases. We want you to have a great experience with our products, so if your question is not answered in the below responses please don’t hesitate to contact us by email or by calling our customer care line.
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We proudly stand behind the quality and uniqueness of our bags and accessories, but also understand the wonderful unpredictability of a busy life. If there is a defect in material or workmanship of your Ethnotek item a full refund will be issued to the credit card used to purchase the item less shipping cost. In order to see if your case qualifies for a refund we kindly request that you send photos and a brief description of the defect to email@example.com.
All Ethnotek items pair a long lasting nylon main bag with a handmade natural ethnic textile component and due to the varying nature of the two materials and construction techniques we must treat them as such. Each individual item is classified into two parts: Main bag and THREAD.
The main-bag uses heavy duty materials and is designed to stand the test of time and withstand just about anything you can throw at it. Should it ever fail to do so, rest assured that it is always covered under a lifetime warranty and may be returned for a full refund issued to the credit card used in the original order of the product. The main bag may also be exchanged for a new main-bag less shipping cost if so desired.
Protective backing and reinforcement material is added to all of our handmade ethnic textiles, but because the material used in our THREADS is 100% handmade and usually use natural fibers and dyes they are subject to everyday wear and tear more so than the main-bag itself. THREADS are not covered under the 1-year warranty.
Our limited edition THREADS will age with you which we see as a good thing. We feel that any fraying, fading or blemishing should be worn as a badge of honor or style point as if it were a well earned tear or scuff mark in a pair of denim jeans.
Ethnotek is not responsible for any damage to the contents of your bag.
If you received the wrong product:
If you received the wrong product in your shipment, or are missing something from your order, please contact us at firstname.lastname@example.org. To expedite a resolution, please indicate your order number, as well as the item that was shipped in error or was missing from your order. We will process a replacement shipment and provide return instructions if applicable as soon as possible.
Though we’re confident our bags are almost bomb-proof, every now and then they may need some extra love. Please see the below guidelines for recommended bag TLC:
- If the main bag exterior material or interior lining gets spilled on or stained, use cold water, a very small amount of detergent and nylon bristled brush to scrub out. After scrubbing and wiping clean, open the bag fully and let it air-dry. DO NOT put the bag in a washing or drying machine.
- THREADS: To prolong the life of your beloved THREADS we recommend applying a waterproofing or UV protection spray as you would a new pair of shoes or boots. Some good ones are Nikwax TX-Direct spray-on water repellent treatment, Scotchgard Durable Water Repellent spray and McNett™ UV Tech™
We take any potential defect or personal dissatisfaction with our products very seriously and in order to continue improving our quality control and design integrity we request that you share any and all feedback that can help us achieve this. Plus, we know it is extremely difficult to break these bags so we’re sure you have an awesome story to go along with how it happened that we’d love to hear!