Frequently Asked Questions
Where are the items made?
All our products are made in Italy at a carbon-neutral facility renowned for Venetian craftsmanship. We source 100% traceable leather from the Catalonia region and organic hemp and organic cotton from Italy and China.
All our materials pass the highest standards of ethical and sustainable production set forth in codes certified by well-respected international organizations including the Leather Working Group, Global Organic Textile Standard, and Organic Content Standard.
What is traceable leather?
Traceable leather follows an entirely transparent sourcing and manufacturing process. By upholding strict sustainability protocols at every step of the supply chain, we ensure our leathers are sourced from food byproducts that would otherwise end up in a landfill.
We make sure that our leathers are 100% traceable and certified by the Leather Working Group.
Do you use vegan leather?
We decided to use natural cow leather instead of vegan leather because around 95% of vegan leathers are made from PU (polyurethane) or PVC (polyvinyl chloride), which are both plastic-based materials. Those synthetic materials are often produced with toxic chemical additives, and they’re also less durable than real leather — meaning consumers will throw them out faster, exacerbating the growing problem of global landfill waste.
That being said, we are always looking for quality vegan leather alternatives, and we welcome any suggestions from you. Please feel free to contact us at firstname.lastname@example.org!
What's the difference between minimal packaging and regular box packaging?
Our minimal packaging entails a dust cloth upcycled from deadstock fabric.
Our regular box packaging includes both the dust bag and an FSC-certified greyboard box.
What currency are your products sold in?
By selecting your shipping country/region and currency, all prices will be displayed in your local currency.
Can I use multiple promotion codes at one time?
Our system can only accommodate one promotion code at checkout, so feel free to choose the code that maximizes your savings.
If you choose the minimal packaging option, you will automatically receive a $15 discount — no need to apply the code MINIMAL at checkout.
Where will my order be shipped from?
All orders are shipped from our New York City headquarters or New Jersey warehouse. Shipping addresses outside of the United States are subject to additional duties and taxes depending on local customs regulations calculated at checkout.
As an international customer outside the US, will I be responsible for any duties and taxes?
Duties and taxes terms vary by destination. Once you have selected your shipping country/region and currency, you can find the applicable terms under shipping & returns on the product page and in the cart.
- For the European Union, United Kingdom, Australia, Japan, Hong Kong, Singapore, Taiwan, Thailand, Kuwait, United Arab Emirates, Qatar, and Saudi Arabia orders, all duties and taxes are included.
- For Canada orders, all duties are included, and taxes will be calculated at checkout.
- For Mainland China orders, duties and taxes will be calculated at checkout. Due to recent Chinese customs regulations, we recommend purchasing only one item per order to prevent customs clearance delays.
- For other countries, duties and taxes are calculated based on the items ordered, your shipment destination, and the value of your purchase. They will appear as a separate line item at checkout.
If duties and taxes apply to my order, should I prepay them at checkout?
All duty and tax calculations are automatically populated based on different countries’ and regions’ customs regulations.
We highly recommend prepaying duties and taxes at checkout to ensure smooth customs clearance and avoid delivery delays. If you choose to pay duties and taxes upon delivery, they will be the customer's responsibility.
How long will it take to receive my order?
U.S. customers normally receive their orders around 3-5 business days from the shipment date.
Customers outside of the U.S. normally receive their orders around 5-7 business days from the shipment date.
Due to the global COVID-19 pandemic, processing times may be longer for some carriers. Please allow up to 2 business days to process regular orders and 3-5 business days to process custom emboss orders.
Which carriers do you use?
U.S. shipments are via UPS or USPS Ground.
International shipments are via UPS or DHL.
Carriers are automated by our system to prioritize optimal shipping speeds.
How can I track my order?
As soon as we ship your order, you will receive a shipping notification with the tracking number and carrier.
You can track the shipping status using the carrier’s official website, or you can receive tracking notifications from us by email.
Can I change my shipping address?
If you need to change your shipping address, please contact email@example.com as soon as possible.
Once we ship your order, we are unable to redirect the shipment to another address.
You may need to pay additional duties and taxes if your shipping address is changed to another international country or region; if so, you will be responsible for the difference.
Returns and Exchanges
Can I return or exchange my order?
All items purchased in the U.S. are eligible for return or exchange within 14 days of the postmarked delivery date.
Please note that we don’t accept international returns; however, for defective or damaged products, please contact us at firstname.lastname@example.org to arrange a refund or exchange.
How do I return my order?
To start a return, please request a Return Authorization Form by contacting us at email@example.com. We will send instructions for you to process your return.
Am I responsible for return shipping costs?
Yes, you will be responsible for return-related shipping costs. As a small business, we are unable to accommodate free returns at this time, but as we grow, we plan to change that.
As long as your return or exchange request is made within 14 days of the delivery date, you can choose the most economical and convenient method for you to ship your item(s) back to us.
Can I return my order using different packaging than it was sent in?
All returned items must be received in their original packaging. We carefully select packaging materials to avoid damage (crushing or squeezing) to products during transit, so we ask that any return items are sent back with them.
Please ensure that returns are sent back in new and unused condition, with all original tags and labels intact.
When will I receive my return refund?
Once we’ve received and inspected the condition of your item, we will process your return.
You will normally receive your refund in 2-3 business days after we’ve received the return, paid to your original payment method.
Please allow up to 10 days after the receipt of your item to process your return.