{"product_id":"custom-made-strap-repair","title":"Custom Made - Strap Repair Request","description":"\u003cp\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eWe want to take a moment to share some clarity and next steps regarding the Wide Adjustable Strap.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cbr\u003e\u003cspan\u003eThis strap was originally designed to pair with smaller silhouettes, such as the Wander, where the total weight typically stays within a lighter range. As the strap has become available as a standalone item and used across a wider variety of bags, we’ve learned that certain use cases—especially with heavier bags or contents—may place more stress on specific areas of the design over time.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cbr\u003e\u003cspan\u003eBased on customer feedback, we’ve identified an opportunity to improve the durability of the leather attachment points and hardware when used more broadly. While we still recommend being mindful of overall bag weight, we also recognize that the strap should better support a wider range of use. We’re committed to strengthening both the product and your experience with it.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cbr\u003e\u003cspan\u003eOur repair plan:\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003eThe most effective solution is to reinforce the affected straps through a repair at our production facility in Guatemala. This repair will involve replacing the original leather landing with a redesigned landing for improved durability.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cbr\u003e\u003cspan\u003eOur standard policy covers repairs for original purchasers with a valid order number. However, for this specific situation, we are making an exception to better support our customers.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cbr\u003e\u003cspan\u003eBecause of this, we will review repair requests on a case-by-case basis, including some that may fall outside our usual policy. Please note, at  this time, we are only able to accept items with documented defects.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cbr\u003e\u003cspan\u003eFor approved repairs:\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e    •    A prepaid shipping label will be provided\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e    •    Once received, straps will be transported by our team to Guatemala for repair that we have quality tested \u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e    •    After completion, your strap will be returned to you from our Utah fulfillment center at no cost\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003eSubmitting this Repair Request Form helps us review your request clearly and efficiently. It allows us to:\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e    •    Keep everything properly documented\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e    •    Avoid mistakes\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e    •    Provide you with clear next steps\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e    •    Prepare our production team to complete your repair as quickly as possible\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cbr\u003e\u003cspan\u003eThis process helps us take better care of you and your bag from start to finish.\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003eRepairs may be completed in phases depending on volume, so we’re unable to provide an exact timeline right now. Please know we’re committed to completing each repair as efficiently as possible while maintaining our quality standards.\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003eFor any additional concerns unrelated to the Wide Adjustable Strap, our Customer Service Team is here to help at info@nenaandco.com. As always, our handmade pieces may have slight variations—these perfectly imperfect details are part of what makes each item unique. We truly appreciate your feedback—it helps us continue to improve and serve you better.\u003c\/span\u003e\u003c\/p\u003e","brand":"Nena \u0026 Co.","offers":[{"title":"Default Title","offer_id":43147361091646,"sku":null,"price":0.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1425\/9574\/files\/200093-1_93e4f033-8bde-4c42-bc08-62db85cdd108.jpg?v=1785865867","url":"https:\/\/www.nenaandco.com\/products\/custom-made-strap-repair","provider":"Nena \u0026 Co.","version":"1.0","type":"link"}