Returns and refunds
This is the English version of the same terms as our Vietnamese page. Both are generated from one source, so they cannot drift apart.
Every piece is made to order
A piece is only cut and stitched after you order it: you choose the leather, the colour, the size, and sometimes a name stamped into it. A piece carrying your mark cannot be sold to anyone else, which is why we do not take it back for a change of mind. In return, we settle every detail with you before the first cut, so what you receive is what you pictured.
When we take it back, exchange or repair
When the fault is ours, every order is taken back — including stamped pieces. Three cases: the piece was not what you ordered, it was damaged in transit, or there was a fault in the making. In these cases we exchange or repair it and cover the shipping both ways. A faulty piece is our problem, not yours.
If you would rather have your money back than an exchange or repair, the refund lands within 5 working days of the piece reaching us.
12-month warranty
Every piece carries a 12-month warranty on stitching and structure — loose stitching, a cracked edge, a clasp that fails through a fault in the making. After the warranty ends we still take the piece in for conditioning and repair, charged by what the work needs: for as long as the piece stays with you, we stay with it.
What we do so this never comes up
We photograph every piece from every side before it ships and send you the photos to approve. That approval, with its timestamp, is what both of us rely on if there is ever a disagreement about what was delivered. It also means you see the real piece — not a catalogue photo — before it goes in the box.
Something wrong with your order?
Write to us with photos before you do anything else. Nearly everything gets sorted out faster that way than through a payment dispute, and we would rather fix a piece than argue about it.