I bought a leather Juliet back pack bag last year and it quickly became my favourite bag. So stylish, leather the softest I have found. Great design with handles and straps,can hang on wrist, use over shoulder or as back pack. I was devastated when my sisters dog chewed through one of the handles. Got in touch with customer services via email and Elsie came to the rescue, she found and supplied free of charge a replacement handle. I got it fitted locally by a leather repair specialist and it is now good as new. Admittedly the repair cost more than a replacement but I have done the right thing for the environment by repairing. Many thanks Elsie xxx