FAQ
When will my order arrive?
Please allow 1-3 business days for order processing. We offer fast shipping within 2-4 business days once the order has been processed.
How long does it take to hear back from customer service?
Our friendly and knowledgeable customer experience team is happy to assist you with any questions or concerns via email. We answer emails Mon-Fri 8:30am to 4pm PST and you can expect a response within 24-48 hours on average. Holidays may increase response time. We are committed to answering every single inquiry with care, so we appreciate your patience! To get in touch, send an message including your name and order number (if you have one) on our contact page.
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 the contact form with your order number and/or tracking number on our contact page.
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.
Can I edit or cancel my order?
Yes, we offer a 2-hour cancellation window! Cancellations can be made by the customer by contacting the customer support service within 2 hours of order placement.
After 2 hours, your order will be in the hands of the fulfillment team and, at that point, we will be unable to accommodate cancellation requests.
Changes, such as adding an item or choosing a different color, cannot be made to an existing order. If it has been less than 2-hours since the order was placed, feel free to cancel the order and reorder with the appropriate changes.
Once you complete a cancellation, your payment method will be automatically refunded. Processing time for the refund to show up in your account will depend on your method of payment and your bank’s policies.