Complaints / Exchanges

Applies only to purchases made from us either online or at trade fairs/events/shopping centers. If you purchased your bag from a retailer (brick and mortar or online) or distributor/wholesaler, please contact the seller.


Please follow one of the procedures described below so that we can process your complaint properly and quickly.

Please send a brief description of the defect, your mailing address, and the following photos by e-mail to:

  1. Photo of the defect in your bag
  2. Photo/scanned image of your receipt
  3. Photo of the interior label in the compartment on the back side of the bag where the production lot is printed

We will let you know right away what the next steps will be.


Send the defective item to the following address (free delivery):

creative pool distribution GmbH
Höhenweg 14
86391 Stadtbergen, Germany

Please enclose the following with your shipment:

  • Description/designation of the defect
  • Copy of receipt
  • Name and address/mailing address
  • e-mail address and phone number

Please note that we cannot accept COD deliveries.

Exchanges for orders placed online:

If you would like to exchange a product, please be sure to contact us by e-mail ( beforehand.

Goods purchased at trade fairs are not eligible for exchange.