REPAIR POLICY
At Ornella Gorza, we take pride in the craftsmanship and quality of our products. Each piece is created to accompany you for many years, and we stand behind our work with a lifetime repair policy designed to ensure your bag is always cared for.
1. Lifetime Care
We offer a lifetime repair service for all our bags. Our dedicated artisans will always do their best to restore your piece so it can continue to be enjoyed for years to come.
2. Complimentary Repairs (within 2 years)
If, within two years of purchase, your bag requires a repair due to a manufacturing defect (and not as a result of natural wear, tear, or use of the leather and accessories), the repair will be carried out free of charge.
· Assessment
Before arranging the repair, we kindly ask you to contact us via email, our contact page, or WhatsApp to provide clear photos of the item along with a short description of the issue. This is essential for us to confirm eligibility for complimentary service. Please note that if certain defects or damages are not properly reported in advance, they may either not be fixed during the repair or may affect your eligibility for a free-of-charge service.
· Shipping
You should arrange shipment to the address we will provide, using a standard tracked delivery service. Once the repair is complete, we will return the bag to you free of charge via tracked delivery. The outbound shipping cost you incur to send the bag will be refunded within 14 days of us receiving the product.
· If repair is not possible
In the rare event that the repair cannot be carried out, we will offer you either the same model (if available in stock) or an alternative product at no cost, agreed upon on a case-by-case basis.
3. Repairs Beyond Two Years or Non-Defect Damages
If your bag is damaged due to use, accident, or natural wear — or if a fault occurs after two years — we will assess the situation case by case.
· Assessment
Please contact us first via email, our contact page, or WhatsApp to provide details and photos of the damage. This allows us to assess the extent of the repair, prepare a quotation, and agree together on the most suitable and convenient course of action, always aiming to minimize the cost you may incur.
· Shipping
You should arrange shipment to the address we will provide, using a standard tracked delivery service at your cost.
· Repair Costs
If a repair is possible, it will be carried out at cost, plus a €50 management fee, which also covers the return delivery of the repaired item. We will always provide you with an estimate before starting the repair.
· If repair is not possible or you decide not to proceed
We will suggest either the same model (if available in stock) or an alternative product at a preferential price, with the discount level agreed on a case-by-case basis. Alternatively, should you decide not to proceed with the repair or with the purchase of a new model, we will return the bag to you by charging only the €50 management fee.
------------------
Contact Us
If you need further information or are unsure how to proceed, please do not hesitate to reach out — our team will be happy to assist you