I recently contacted Mark and Graham to let them know a tote I purchased had some loose stitching . It happens. The tote was less than a year old and was a quality product otherwise. I was given options that were very fair regarding how to solve my dilemma. I chose a remake of the same bag. I believe in the company. I was satisfied . M and G sent a brand new tote wrapped in gift paper and an apology. Problem solved. Boom. Now I am looking for my next bag to order. A little patience and Kindness goes a long way. Thank you M and G.