Support Guide and Frequently Asked Questions
Shipping and Returns Policy
Shipping Information
We proudly ship to customers across the globe, partnering with trusted carriers to ensure safe and timely deliveries. Orders are typically dispatched within 2-3 business days following confirmation, from Monday to Friday.
Order Processing
Our team handles orders during standard business days, striving to process and dispatch them within 2-3 working days. For backordered items, please note the estimated shipping date provided at checkout. While we aim for accuracy, these dates are subject to unforeseen circumstances and external factors that may cause delays.
Delivery Timeframes
Estimated delivery times are presented at checkout based on carrier data. Please remember that these are guidelines, not guarantees, and delays during transit may occur.
Tracking and Address Accuracy
You’ll receive a tracking link in your confirmation email to monitor your package throughout its journey. Ensure your shipping address is correct and secure to prevent complications. If an order is returned due to an incorrect address, return shipping costs will be deducted from your refund. For reordering, we kindly ask you to place a new order.
International Shipping
We provide worldwide shipping, with costs calculated at checkout based on destination and order contents.
Customs and Duties
Customers are responsible for covering any import duties or customs fees incurred during shipping. Should you decline to pay these charges, the package may be abandoned, and refunds cannot be issued.
Europe-Specific Information
Orders shipped to European countries originate outside the EU and UK, so import duties will apply. These fees must be paid by the customer before delivery.
Package Theft
To minimize risks, we recommend customers actively track their orders and ensure a secure delivery location. Unfortunately, we cannot replace or refund orders stolen after being marked as delivered.
Special Requests
For specific shipping instructions, please contact us before placing your order, and we’ll do our best to accommodate.
Returns and Exchanges
We accept returns for eligible items within 30 days of the shipping date. Items must be unused, in their original packaging, and with tags intact to qualify for a refund.
International Returns
For international returns, customers are responsible for arranging shipping through a reliable courier at their expense.
Refund Processing
Refunds are issued to the original payment method within 7-12 business days after the returned item is received and inspected by our team.
Exchanges
We do not offer direct exchanges. To swap an item, place a new order and return the original item through the returns process.
Restocking Fee
To maintain fair pricing, a $15 restocking fee applies to each return. This fee covers return label costs, inspection, and restocking.
Warranty and Care
We take pride in crafting products designed to last. Full-price purchases from our website include a Limited Lifetime Warranty against manufacturer defects.
Warranty Details
While we stand by our quality, the following exclusions apply:
- Items not purchased directly from our site.
- Products sold at clearance, discounted, or final sale prices.
- Normal wear and tear from regular use.
Product Care
Fabric:
Our durable, waterproof fabrics resist daily wear. To clean, wipe with a damp cloth or brush for light dirt. For stains, use a mild soap with cold water. Avoid machine washing or applying direct heat.
Leather:
Handles and accents are crafted from premium full-grain leather. To preserve their beauty, avoid prolonged sun exposure and contact with oils or grease. Use a neutral leather care product for cleaning and buffing, avoiding direct heat.