Grafea Arvostelua 

I was looking for a caramel across the shoulder bag similar to one I had bought from my first ever holidays to Spain. The quality of the leather is beautiful and it actually looks better now that I have been using it for three months. Considering purchasing a backpack soon. Happy customer

Absolutely stunned with the quality of the products and how fast they were delivered.

Will definitely recommend!

The website had a function “estimate shipping and tax” which turned out to be just shipping price. The recepient (to whom I ordered a bag as a birthday gift) received a surprise import tax to pay. When I pointed this out to customer services, they sent me a fine print from someplace else and said “sorry, not our problem”.

I try to be a fair and contentious shopper and though that shopping with Grafea would be a good idea as the backpacks are made in the UK.

To my horror, when I received the backpack the "matching colour" Pom Pom seemed to be made of real fur.

It did not say anywhere on the website what the Pom Pom was made of when I made the order (the Pom Pom was advertised as "matching colour") and on contacting the customer service team I was told that they didn´t know what it was made of either. I asked them to find out and get back to me but, of course, no one did.

After calling and emailing multiple times I was then sent an email which stated that it had always said it was made of fur on the website and implied that I was stupid to of not realised.

I had screenshots of the website before which proved that that information was not correct and was eventually sent a free of charge return label.

I do not feel that it is fair to sell real fur to consumers without providing them with all the correct information and do not think I should have had to fight to be able to return a product that was sent to me with misleading information.

The website has since been updated again and does not state that the Pom Poms are REAL FUR. I believe it is ILLEGAL to sell real fur without correctly labelling it.

I felt the way they managed the whole situation was very sly and not customer oriented in the slightest.

I ordered the Rock Star rucksack and I immediately received an email from UPS saying the bag would arrive just three days later. Very nice considering I'm based in Copenhagen, Denmark. When the bag arrived as promised three days later it turned out to be a bit of a disappointment. Initially I thought the bag was beautiful, but the whole bottom of the bag as well as up one side of the bag and the small front pocket was made of what looks like damaged leather. It was extremely wrinkled, felt very dry and paperlike - and it covered an area of the bag that should not just be considered as a minor imperfections. And definitely not as something that makes the bag more beautiful.
The next day I emailed sales at Grafea,

Dear Grafea
My order number: xxxx
I have had the pleasure of receiving my Rock Star rucksack yesterday. It's in general a beautiful bag, but however there seem to be some flaws in the leather, particular on one of the sides, in the bottom of the bag and on the small front pocket. I have attached photos for you to see.
The leather is wrinkled, but not from use as it is brand new. It feel bit dried up - kind of like paper (I know it's not paper). I think it's damaged from moist or damp. I would really like another bag due to these faults. If I would have made the purchase in person as opposed to online, I would never have chosen this particular bag as the quality of the damaged parts are nothing like the images online - the non-damaged parts of the bag are perfect, I should mention.
I am going on a long trip next Sunday and I was hoping to have the bag by then - is that possible?
And I don't suppose I will have to pay for return postage as the bag is damaged?

And Christen from sales immediately replied:

Hi Louise,
There are natural characteristics of full grain leather (the best quality leather) and they should not be considered as a fault.
Just to explain the skin on any animal has got imperfections and that's the beauty of this type of leather.
Kind Regards
Christin

I again replied

Hi Christen

Thank you for your quick reply. On a Saturday afternoon :)

To elaborate on the condition of the leather. It seems as though the leather in the area in question is two-layered and as if the top layer is removing itself from the bottom layer. Also it seems quite fragile and paperlike, like I wrote earlier. 
I realize that full grain leather can have imperfections, of course as it is a natural material. But the size of the area with the wrinkled leather does not just count as acceptable and minor imperfections. The area in question is covering the whole bottom and up one side, and also the front pocket. The side and front pocket being the most visible.
I hope you will take a look at the photos once more and see that the bag I received is quite far from the pictures on your website which show a perfect bag.
I would still very much like to maintain my purchase and exchange my current bag for a new one. If that is not possible I would like to return the bag for a refund. If the latter is the case please refer me to your guidelines of returning goods in the proper maner.
Kind regards 
Louise

The second email was send two days ago - Sunday. Now it's Tuesday late afternoon and having send two additional short emails enquiring about my purchase, I still haven't heard from Grafea even though they promise on their website, that they will get back to you within a couple of hours. As well as they stress their costumers receiving a faulty item to inform them of this as quick as possible.
As I wrote in my emails to them, I would really like to maintain my purchase and get a new bag, but I want what I payed for and that's obviously not a faulty bag. Because of their radio silence I am beginning to wonder if they will even let me get a refund. Grafea, when you see this - you should reply!

UPDATE Nov 20 2014:
They did reply and I returned the bag, Grafea paid the postage. I bought another bag (in hopes of getting the new one for my trip - but I left before receiving the bag, but got it upon my return), and it was beautiful. I only got my refund for the first faulty bag when I emailed them about it.
I still think it doesn't make any sense not just to comply, when I say the product is flawed. I know I would never have purchased a bag in this state had I had the bag between my hands in an actual shop.

I've given Grafea two stars now - instead of just one.

Så fik jeg endelig min GRAFEA CAMERA BAG, og det er ren fornøjelse at se på et helt fantastisk håndværk - og alle de beundrende blikke den sender.
Jeg har valgt Caramel læder for at skille mig ud fra mængden af sorte tasker - og det skal nu vise sig hvilken smuk patina tasken får når det kommer i brug.
Super flot arbejde GRAFEA, og super flot levering fra England til Skanderborg på nogle få dage...

I have just received my vintage backpack from Grafea, and am absolutely delighted with it, so I decided to use this wave of enthusiasm to thank the company! The leather and workmanship are wonderful, just as they show it on the pictures of the online shop.
There was a small problem with the courier that undertook the delivery within Greece, (obviously was no fault of Grafea or even their courier) and their customer support turned out to be one of the best I ever came across: fast and efficient. They contacted their courier on my behalf (not just once too!), and did everything that was needed to track my package, so now in return they deservedly have one very satisfied customer in my person.