Frequently Asked Questions
Q: Why do you stitch by hand?
Taking sewing machines out of the equation and stitching by hand, enables us to offer you a lifetime guarantee. Although our hand sewn technique is a very lengthy process, it's the only sewing technique that will keep your bag from ever unravelling.
Q: Why do you use suede instead of fabric lining?
Suede is a far more superior product than fabric as it is tear resistant and helps us to create the most durable product on the market that is certified for life.
Q: How long does delivery take?
Every bag is handcrafted and hand stitched to order in our South African workshop, then shipped directly to your door - free of charge, with all duties and taxes covered by us. From order to delivery, most customers receive their bag within 7–12 days - and often sooner.
You'll receive a tracking number as soon as your order is on its way.
Q: How safe is your online payments?
Lucky for you, we use Shopify Payments, which is one of the safest payment processing companies. Your payment details are recorded on their confidential system.
Q: What if I don’t like my order?
Ah, now that’s a pity! You have 7 days to return the bag to us, once it passed quality inspection with us, you will get refunded - a 5% handling fee will come into effect.
Q: Does the bag need maintenance?
In order for it to last a lifetime, it absolutely needs some TLC. See our CARING FOR YOUR LEATHER page for more on this.
Q: Do you offer post-purchase support?
Oh but of course! We pride ourselves in the quality of our range. Should something unfortunate happen, such as a fitting that broke with years of wear and tear, we would gladly fix it up for you.
Q: Can I customize my order?
Of course. Feel free to Contact Us with your requests!
Returns & Exchanges (U.S.)
Q: Do you offer free returns for U.S. customers?
Due to international shipping costs, we are unable to offer free returns for U.S. orders at this time. However, we do offer hassle-free returns under the following policy:
Return Window – You may return unused items in their original condition within 30 days of receiving your order.
Return Shipping Cost – Customers are responsible for return shipping costs. To minimize costs, we recommend using a tracked, economy shipping option.
Refund Processing – Once we receive and inspect your return, we will issue a refund (excluding original shipping fees) within 5 business days.
Q: Can I exchange an item instead of returning it?
Yes! If you’d like to exchange your item for a different size or product. Please log into the customer portal here to log a return. Please specify the reason for return and what you would like to exchange for. If you have any issues please Contact Us
Q: What if my item arrives damaged or defective?
We stand by the quality of our products. If your item arrives damaged or defective, please Contact Us about the issue. We will arrange for a replacement at no extra cost.
Q: How do I start a return?
Please follow the link to your Customer Profile to initiate your return.