I sent in a shoulder tote raspberry it bag. The two leather rectangles that attatch the hadles on the front were not turning with age. I had tried water and it was even out in a storm ! I had an oppertunity to talk to some of the designers in october when I had first noticed it happening. They told me to send it in and because I have been so busy with everything I hadn't had the time to send it in until a couple of weeks ago ( I haven't used it since I talked to a designer in October). I think those rectangles were sewn on backwards because the leather strap that holds on the heart tag has only one side that turns. I had talked to a person on their live chat option and asked her if I would get half credit of the original price or would they replace it with another bag. She said that it was possible, but the people who would inspect it would make the choice. So have any of you ever sent a bag in and what happened?