How can we help you?

• Care
  • How do I clean my wallet?
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      The Cardprotector can be cleaned with a soft cloth and soap and rinsed it with warm water. Make sure the mechanism is dry before using your wallet again.

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      If the sleeve of your wallet gets dirty, the recommended way to clean it depends on the type of material the wallet is made of.

      • Water repellent sleeve

        Clean your sleeve with a damp cloth. The material is unlikely to absorb water or other fluids. Do not use any polish.

        See water repellent wallets

      • Water absorbing sleeve

        We recommend to not clean water absorbing wallets with water as it may alter the colour of the material. If your sleeve gets wet, use a soft cloth to gently pat it dry.

        See water absorbing wallets

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  • What if my wallet gets wet?
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      The Cardprotector is made of anodised aluminium, plastic and stainless steel and is water repellent. Make sure the mechanism is dry before using your wallet again.If you drop your wallet in salt water, we recommend rinsing the Cardprotector with fresh water.

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      If the sleeve of your wallet gets wet, gently pat it dry with a soft cloth. Depending on the material of the sleeve, it may absorb water which can alter the colour of your wallet. Make sure to dry it completely before you use your wallet again. 

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  • What do I do about scratches in my leather?

    Although all sleeves are made of a very durable material, other objects in your pocket might still scratch the surface. Light scratches are part of normal usage and will blend in over time while your wallet builds a beautiful patina.

    Tip

    If your sleeve is made from leather, you can get rid of light scratches or slight signs of abrasion by carefully rubbing with your finger over the affected spot.

    
• Repair
  • My cards fall out of my Cardprotector. What can I do?

    If the cards fall out, it might be due to worn-out felt pads at the top of the Cardprotector. This issue can be fixed within minutes at a Care & Repair Point. Find a nearby Care & Repair Point in the Store locator or contact our Customer Care for an alternative solution.

    Tip

    You can temporarily fix worn-out felt by gently rubbing the felt pads with a key to roughen them up again.

    
  • I can’t get my cards out of my Cardprotector. What can I do?

    Storing more cards than intended or cards that are broader than a standard credit card may make them get stuck in the Cardprotector. To solve this possible complication, we designed a new lever mechanism for the Cardprotector – the Salamander – in 2016. If you have the Salamander mechanism, use the following four steps to release your stuck cards: 

     

    1. Pull the lever until you hear a strong click. This step requires a decent amount of force. Do not fear to break the lever.

    2. The lever should feel loose now. Make sure to pull the lever entirely and remove the cards that stick out.

    3. Press the lever firmly back into the Cardprotector until you hear a strong click.

    4. Pull the lever as usual and remove all cards. Now the Cardprotector should function properly again.

    Tip

    Check which lever your wallet has. The old lever can be identified because it doesn’t feature a line at the lever mechanism. You can upgrade it with the new Salamander lever at one of our Care & Repair points.

    
  • The lever of my Cardprotector is loose. What can I do?
  • I have a different problem which is not listed here.

    Please fill out this repair form or contact our Customer Care for a solution. We’re here to help.

• Warranty
  • My wallet has a product defect.

    If your wallet has a production error, you can return it for a free replacement within the warranty period. All products made and sold by Secrid have a standard warranty period of two years. When you register your product, you will receive an extra year of warranty for a total of three years. Our Premium wallets have a standard four-year warranty, extended to five years after product registration. 



    
    Alternatively, you can find a nearby Care & Repair Point and have your wallet repaired there, or contact our Customer Care to request a product return. The return form includes a prepaid return label so you can ship the package free of charge.

  • What is my warranty period?

    As a consumer, you have a legal guarantee. This means that the product you bought is not damaged and does not become defective within its average expected lifetime, with normal use. If it does, you are entitled to a free repair or replacement of the product. There is therefore no fixed term for the legal guarantee. 
    
    Secrid also offers a manufacturer's warranty. You can extend this warranty by registering your product. These are the warranty periods for our products from the various collections: 
     

    • All collections except Premium(+): standard 2 years + 1 year after registration → 3 years total.

    • Premium collection: standard 4 years + 1 year after registration → 5 years total 

    • Premium+ collection: standard 5 years + 2 years after registration → 7 years total. 
      

    Our manufacturer's warranty does not affect your statutory warranty rights.
    
    If you have further questions regarding warranty, please contact our Customer Care.

  • How do I register my wallet?