What to Expect From Nordweg Customer Service: Meet Bruna

If you have ever written to Nordweg about an order, a return, or a bag that needs attention, Bruna S. may have had a hand in the answer. She joined Nordweg in 2013 and today leads our customer care team from southern Brazil.

We asked Bruna how it started, what her days look like, and what she wants every customer to feel.

A temporary job that became a 13-year journey

In 2013, Bruna was working at a local government office and looking for something different when she heard Igor needed someone to handle customer service at Nordweg.

"Back then, I saw it as a temporary opportunity, a way to leave my previous job while figuring out my next professional steps," she says. "Little did I know that what was supposed to be a temporary job would turn into a 13-year journey!"

The two go back further: they grew up in the same small town. "We've known each other since childhood, and we even have a picture from my first birthday party where Igor is dressed as Batman!"

"It was basically just Igor and me doing everything," she remembers. Besides helping customers, she packed orders, issued invoices, and prepared shipping labels. "I like to joke that I'm Nordweg's employee number 02." As Nordweg grew, she also worked across finance, administration, and people management.

A small team with a human touch

Today the customer care team in Brazil has three people, helping customers online and at our store in Nova Petrópolis. Here in the US, Mack takes care of our American customers, making four across both operations.

"We like to joke that we actually have one more team member: Fin, our AI customer service assistant!" Bruna says. Fin handles simpler, frequently asked questions, and anything that needs more attention goes to a person. Bruna reviews Fin's conversations every day to improve its answers.

"Behind every order we receive, there's a real person with their own story, expectations, and needs," she says. "For us, technology should make that connection easier, not replace the human touch."

What great service means to Bruna

"To me, great customer service means making customers feel genuinely heard, answering their questions, and showing them that there's someone on the other side who truly cares about helping them."

"We want every customer to know they're not just another number or order in our system. They're someone we genuinely care about."

Slime, a chewed wallet, and a little surprise

Two stories stand out to Bruna. The first started with a dad whose young daughter got slime stuck all over the lining of his backpack. Knowing it would be hard to clean without damaging the material, the team asked him to send the backpack to the workshop. It wasn't a warranty case, but they replaced the affected sections of the lining. "The backpack looked practically brand new!"

With the backpack, the team sent a new container of slime and a small letter telling his daughter she could keep having fun with it, "but preferably a little farther away from Daddy's backpack!" The customer shared the story on social media, and the post went viral.

In the second, a customer's dog decided his wallet was a chew toy. The team replaced the wallet and included some dog chew bones, "hoping that next time the dog would choose those instead of his owner's wallet!"

"Sometimes customer service isn't just about solving a problem," Bruna says. "A small gesture of kindness, creativity, or humor can completely transform someone's experience."

Her best advice for your leather bag

Many questions the team gets are about leather care and the warranty. Bruna's favorite explanation: "We often compare leather to our own skin. Just as our skin needs moisture to stay healthy, leather also benefits from regular conditioning."

Clean it properly, store it well, and watch for little signs. "If a stitch starts coming loose, it's better to address it early before it becomes a bigger issue."

The people behind every bag

Every Nordweg product is made in our family workshop in Picada Café, a small town in the mountains of southern Brazil. The mountain view surprises people first, but Bruna is most impressed by the team, some of whom have been with Nordweg for 20 or even 25 years. "I like to think of them as walking Nordweg encyclopedias!" When an older backpack comes back for maintenance, they remember details that aren't written down anywhere.

What to expect when you contact us

Bruna's goal is easy to sum up: "I want every customer to walk away from an interaction feeling heard, respected, and knowing that we genuinely care about their experience."

Here is how it works in practice:

• Email: support@nordweg.com is best for returns, warranty questions, or anything needing an order number or photos. We typically reply within 24 hours on business days.
• Live chat: Available daily, 8:30 AM to 5:30 PM ET, for product questions and order help.
• Shipping: Standard shipping is free on all US orders.
• Returns: You have 30 days from delivery to decide, with free return shipping in the US. Start your return at nordweg.us/account. Refunds are issued within 3 business days of us receiving and inspecting your item.
• Warranty: Backpacks, briefcases, messenger bags, weekenders, and travel bags are covered for 2 years from purchase. Wallets and accessories are covered for 180 days. The warranty covers manufacturing defects in materials or workmanship under normal use. Contact us first with your order number and photos, and wait for instructions before sending anything. Covered repairs are free, and if a repair isn't possible we may replace the item with the same or a comparable product. Shipping the product to the workshop is the customer's responsibility.
• Outside the warranty: Send us photos and a short description. We'll review whether a repair is possible and give you a quote first. We never move forward with a paid repair without your approval.

Life outside Nordweg

Outside of work, Bruna loves time with family and friends, especially her son, Arthur. She loves traveling, camping, the beach, good food, and a nice glass of wine, and she has been part of the Scout movement for 25 years.

"At the end of the day, what I enjoy most is being around people, making memories, discovering new places, and experiencing new things."

Thank you, Bruna, for 13 years of taking care of our customers.

Have a question? Write to us at support@nordweg.com or start a chat on nordweg.us.