Do you offer free shipping?
Yes! You're $50 USD away from receiving free shipping on your order!
How long does it take to make my order?
All our products are made and shipped within 3-5 business days. Please see our shipping page for more information.
What are your return policies? What if I don't like it?
We offer a generous satisfaction guarantee: just send the product back to us for a full refund. No questions asked.
What happens if this product gets damaged?
All items are guaranteed for life if damage occurs through the fault of our craftsmanship. I ask that you ship the item back to me for repair and I will do so free of charge. You must cover the shipping costs.
Do you do custom orders?
At this time we are only offering personalization (initials, names, dates) on our products. We are not accepting commisions for new designs.
Does the leather pictured look exactly like the product I will receive?
Please be aware that every roll of leather absorbs dyes differently and colouring may appear slightly different than shown in our pictures. Finally, this is a hand-made piece; expect minor imperfections - this is what makes your product unique and gives it character.
When will my order arrive?
Please allow 1-7 business days for order preparation. Orders from the Almost Perfect & Clearance Sale section will ship more quickly, in 1-3 business days. All orders are shipped with USPS 1-3 day delivery.
How long does it take to hear back from customer service?
Our customer service team is temporarily working limited hours from home, with weekends off. Please be patient while waiting for a response to messages, sometimes up to 48 hours. For weekend messages, we will try to get back to you as quickly as possible once we're back to work on Monday or Tuesday.
My package says it has been delivered, but I cannot find it. What can I do?
When this happens, we find that most packages have either been delivered to a neighboring address or will arrive on the following day. If the package does not appear within a few days, please reach out via email with your order number and/or tracking number.
Do you do custom projects? Can I make a small change to the design?
We know it seems like an easy request to modify something that is handmade, but we do get so many requests for custom work or small changes that we've had to make a blanket rule to stick to our designs as they are! Any changes do significantly disrupt the flow of production, and we just feel that it's not fair on our already very hard-working staff. Thanks for understanding!
How will my leather age? Does full-grain leather scratch easily?
Our leather goods are made to go along with you on all of your adventures! Even so, full-grain leather can be very vulnerable the first few weeks of its life and scuffs and scratches are part of the territory. Full grain leather will never look flawless, as it hasn't been covered in any kind of plastic coating and it hasn’t been sanded down to remove imperfections. The result is an incredibly durable product. It is meant to have that rugged look that we personally love.
If there is a scratch on the leather that bothers you, try buffing it out with your fingertip or a soft cloth. Many of our leather colors have sufficient oils & waxes in the formula to help "heal" surface marks as they occur. Otherwise, if your bag develops marks that aren't particularly bothersome, we recommend that you let your tote get a little scuffed up—normal wear & tear encourages the natural oils in the leather to release, giving your bag a gorgeous, lived-in patina over time.
This is a gift—do I need to do anything to hide the cost from the recipient?
Since our items are often gifted, we never include inventory sheets or receipts in the package.