myBagFactory FAQ - Frequently Asked Questions

Would you like to change or even cancel your order? Please contact us as soon as possible: care@mybagfactory.com . We can cancel your order as long as it is not ready for shipment.

After you have placed your order with us, you will receive an email from us. This email contains all the important information about your order ( order number , customer number , bank details for the transfer if applicable, and an overview of the ordered product). You will receive a separate email with shipment tracking as soon as your order is on its way.

Didn't receive an order confirmation by email? There could be one of the following reasons:

a.) You may have entered your email address incorrectly.
b.) It is possible that the email ended up in your spam folder.
c.) The order process was not completed correctly.

If you have any questions, please feel free to contact us: care@mybagfactory.com

We offer a wide range of payment options:

1. PayPal
2. Purchase on account (Klarna)
3. Instant bank transfer (Klarna)
4. credit card

You have the option to change your address, email address and password in your customer account.

For orders already in progress, you cannot manually change your delivery address. Please contact our customer service for this: care@mybagfactory.com

We are still trying to adjust it, but unfortunately we cannot intervene in the ongoing shipping process.

There could be several reasons why your order hasn't arrived. Please check the following points:

1. Did you receive a tracking number via email?
2. Perhaps your package was delivered to a DHL Packstation or branch?
   

If none of the above applies and your package still hasn't arrived, please feel free to contact us at care@mybagfactory.com . Please include your order number in your inquiry so we can assist you as quickly as possible.

If your product was delivered damaged, please contact our customer service at care@mybagfactory.com . We'll be happy to help.

Is your order incomplete? For logistical reasons, your order may be split. Please check your shipping confirmation email for additional tracking links. If the additional items are still missing, please contact us ( care@mybagfactory.com ) and we will be happy to help you.

Our shipping service provider is DHL.

Within Germany, DHL usually delivers within 1-2 working days.

Did you receive the wrong item? Simply send us an email to care@mybagfactory.com with your order confirmation and name, and we will find a solution or send you a return label.

You have the option to enter your voucher code in the “Checkout” area.

The input field is located on the right side between " Shopping Cart " and " Total ." Once you've entered your code, click the " Redeem " button.

You can usually redeem your voucher code once . However, if you have a gift card, you can redeem it as often as necessary until the balance on the card is used up.

Once you have redeemed the voucher code, the value of the voucher will be deducted from the total amount of the purchase.

To change your customer data, click the little man in the top right corner and then " Login ." You can now edit the following information in your account:

• Billing address : here you have the option to enter another billing address or change the existing one.
• Account settings : here you can edit your email address and change your password.
• Delivery address : here you have the option to enter an additional delivery address.
  In your customer account, you can also view your previous and current orders, as well as your returns.
  
  

Forgot your password? It can happen from time to time. To do so, click the " Forgot password ?" button below your login details. A link will be sent to you via email to reset your password.

Do you want to delete your customer account with us? That's a shame! Please send us an email to: care@mybagfactory.com .

We would be very grateful if you could state the reason for your deletion request in your email. We are constantly striving to improve and look forward to your feedback.

We're sorry about that. Of course, you can return the damaged item to us and place another order. We'll be happy to help you at the following email address: care@mybagfactory.com

Our bags are high-quality products made from sustainable materials, designed to last for many years. If your bag has been damaged, please contact our customer service team by email: care@mybagfactory.com . Depending on when you purchased your item, we can work together to determine whether we can replace or repair it.

Looking for a replacement part for your favorite product? No problem, just email us at care@mybagfactory.com and we'll be happy to help.

Do you want to return an item? Then please write to us by email: care@mybagfactory.com and we will send you a return label.

Alternatively, you can find an overview in our return policy .

Please allow us some time to process returns.
We have separate teams for receiving, checking & reporting, and refunds. If your refund hasn't been credited to your account within 14 days , please contact us and we'll look into it. Email us at: care@mybagfactory.com

Unfortunately, direct exchanges are not possible for logistical reasons. Please return your package as usual and place a new order with us.

There are no costs for you when returning the item if you use one of our return labels. Unfortunately, we cannot reimburse return costs incurred using your own labels.

You have the right to withdraw from this contract within 30 days without giving any reason.
The cancellation period shall be 30 days from the day on which you or a third party other than the carrier designated by you takes possession of the last goods.
You can read more about the cancellation policy here .

We offer a wide range of payment options:

1. PayPal
2. Purchase on account (Klarna)
3. Instant bank transfer (Klarna)
4. credit card
   

Please allow us some time to process returns.
We have separate teams for acceptance, inspection & reporting, and refunds. If your refund hasn't been credited to your account within 14 days, please contact us and we will investigate your issue. Email us at care@mybagfactory.com

If your payment is not approved, there may be several reasons. One is when paying by credit card, if the three-digit card security number (CVC/CVV) is not entered. Another reason may be if you choose Klarna as your payment method. Klarna will perform a credit check, and it's possible that Klarna will not approve the purchase. Unfortunately, we have no influence over this process. You will then be redirected to the order confirmation page where you can change your payment method.

You can find detailed instructions on how to care for your leather product here .

Find out how you can personalize your desired leather product here .