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 email@example.com!
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.
For more information on our product production and development process, please visit our process page.
What currency are your products sold in?
Currently, all our products are sold in USD.
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. Shipping addresses outside of the United States are subject to additional duties and taxes depending on local customs regulations calculated at checkout.
Why am I seeing shipping fees at checkout even though there’s free shipping worldwide?
International customers prepay duties and taxes at checkout, ensuring fuss-free customs clearance and no surprise charges after an item’s arrival at its destination.
Any fees that appear at checkout are required by foreign border patrols and not taken as profit by advene.
How are the prepaid duties and taxes calculated?
All duty and tax calculations are automatically populated based on different countries’ and regions’ customs regulations.
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 firstname.lastname@example.org 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.
For more information on shipping, please visit our shipping page.
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 email@example.com 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 firstname.lastname@example.org. 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.
For more information on returns and exchanges, please visit our returns and exchanges page.