Before a pick-up:
We will assess your bag based on the photos uploaded and the details provided. If we are unable to assist you in the service you have chosen, we will inform you. If you have made payment for the concierge fee, this will be refunded to you and the pick-up will be cancelled.

After a pick-up:
We will assess the bag in our studio and email you a quote 2-3 business days after the pick-up. If we are unable to restore your bag, we will reach out via email to refund the concierge fee and arrange for a return of your bag at no cost to you!