01
BEFORE USE
When your order arrives, check the model, colour, quantity and condition before use.
If the order appears incorrect or the product appears defective, contact us before using the product or removing any tags or accessories.
The current REFUND POLICY takes precedence for return, exchange and refund periods and conditions. This guide does not alter those conditions.
VIEW REFUND POLICY02
DAILY CARE
After use, gently remove surface dust with a clean, dry, soft cloth. Do not rub forcefully or subject the surface to excessive friction.
Overfilling the bag or forcing objects through the opening may distort its shape or place stress on its components.
Protect the product from rain, liquids, alcohol, solvents and perfume. Keep it away from direct sunlight, heaters and other sources of heat.
03
IF IT GETS WET
If the product becomes wet, do not rub it. Gently press a clean, dry, soft cloth against the surface to absorb the moisture.
Allow it to dry naturally in a well-ventilated, shaded place, away from direct sunlight and heat. Do not use a hair dryer, iron or heater.
If staining, discolouration or deformation remains after drying, do not apply a cleaner. Contact CUSTOMER CARE.
04
STORAGE
Empty the bag and lightly support its shape with clean, dry, soft paper or fabric. Do not overfill it or place heavy objects on top.
Store it in a well-ventilated, shaded place away from direct sunlight, high heat, humidity and extreme dryness. Do not leave it sealed in a plastic bag for extended periods.
05
MATERIAL GUIDE
SOFT-GRAIN COWHIDE
Models: NEKO and INU
These models are made from supple cowhide with a soft-grain finish. Creasing or changes in shape may occur depending on packaging, storage, contents and frequency of use.
If you are concerned about pronounced creasing or deformation, contact us with photographs of the product. For the ear sections of INU, see the product-specific guidance below.
INU / EAR SHAPING
For the ear sections of INU only, creases or set marks can be corrected by warming the leather with a hair dryer, kneading it by hand and applying pressure in the opposite direction to reshape it. Take particular care not to overheat the edge-painted areas, as the paint may melt.
COATED SPLIT COW LEATHER
Models: MIRROR, BOOK, SCORE, DEP., TRANSIT, ARR., NOTE and LOUNGE
The main body is made from split cow leather with a surface coating. Light dust or surface marks may be gently wiped with a clean, dry, soft cloth.
Leather cream, cleaner, oil, alcohol or solvents may alter the sheen, colour, coating or edge finish. Do not apply them to marks that cannot be removed with a dry cloth; contact us instead.
OTHER PARTS
Some models include smooth-leather exterior pockets. Depending on the model, linings are made from polyester, synthetic leather or a combination of both.
Refer to the relevant product page for the complete material composition. Do not apply the same care product across different materials.
06
DO NOT USE
To avoid damaging the material or finish, avoid the following:
- Using alcohol, solvents, bleach or detergent
- Washing, soaking or forceful wet wiping
- Forceful kneading, pulling, folding or other attempts to reshape the product
07
REPAIR / AFTERCARE
Repair and aftercare enquiries are assessed individually. Contacting CUSTOMER CARE does not mean that a repair has been accepted or guaranteed.
After reviewing the purchase channel, purchase date, model and condition, we will advise whether assistance is available and, where applicable, the estimated cost and timeframe. Do not send the product before receiving instructions.
Please include:
- ELEMENT number and model name
- Order number
- Place and approximate date of purchase
- Area and condition of concern
- When the issue was first noticed
- Any treatment already attempted
After the initial enquiry, we may ask you to provide photographs by reply email.
ASK CUSTOMER CARE
TELL US ABOUT THE CONDITION
Before attempting treatment yourself, tell us the product, purchase channel, purchase date and condition. We will review the details and advise you.
CONTACT CUSTOMER CARE