Re: damaged product #2296833NA

Hi Madison, Thank you for reaching out to us. We're sorry to see the condition of your bag. We would like to ask a few questions that will aid us in our investigation to ensure that our production/delivery team is aware of the issue and for us to make the necessary adjustments to avoid the problem from reoccurring in the future. Can you please describe the condition of the FedEx package when you received it? Has the package been tampered with in any way? If you were not home at the time of delivery, was the package left in a secure and appropriate location? When you opened the package, was the TRIANGL plastic packaging also torn or damaged? Once we have these details, we’ll be able to assist you further and work on a resolution as quickly as possible. Thank you and we look forward to hearing from you. Kindest, Lynn xx

Hi Madison, Thank you so much for sharing this! Just to confirm, could you please let us know if the top and bottom are in good condition and whether the damage was only to the matching bag they came with? Looking forward to your response! Kindest, Nikka

Hi Madison, Thank you getting in touch. We apologize for the delay in getting back to you and appreciate your patience. Your concerns are important to us, and I regret any inconvenience caused by the wait. We want to make sure that you stay satisfied with your purchase. We are going to replace your faulty item/s, as the last thing we would like to have is an unhappy customer. Should you wish to receive the new ESTE - TURQUOISE bag to the same address? Should there be any changes to the shipping address please send us the new address in this format: Recipient: Phone Number: Company (if applicable): Address: Apartment, suite,. (if applicable): City: Country: State: ZIP/Postal Code: We look forward to your confirmation. Again, we apologize for the inconvenience. Kindest, Joanna

2296833NA: faulty bag/pouch: Go for replacement (HQ)

Dear Madison, Thank you for confirming! I have filed a request to have your new bag shipped out straight away. A new order confirmation has been sent to the email used upon purchase and the tracking number will follow in the next 1-2 business days. In regards to the damaged item, no need to send this back. Your RA number for the replacement is: 2296833NAEX If we can be of any additional help, please do not hesitate to reach out to us—we're always happy to help! Kindest, Nikka

NON-CX FA EX: 2296833NA / 2296833NAEX PROCESSED: 4/8/2026 NEW ORDER: 2310729NA

Hi Madison, You're most welcome! Should you need further assistance, don't hesitate to send us an email. We are always here to help! Kindest, Joanna