FAQ
Find quick answers about ordering, shipping, returns, and product details. If you can’t
find what you need, feel free to reach out—we’re here to help.
Order
7 questions in this topic
How to order?
Add items to your cart and checkout. A confirmation email will be sent after payment.
Can I change or cancel my order?
Yes—before it ships. Contact us ASAP with your order number.
Entered the wrong address?
Contact us immediately. We can update it before shipment.
Will I get a confirmation email?
Yes. If you don’t see it, check spam/junk or contact us.
Can you combine orders?
Yes—before shipment. If eligible, duplicate shipping fees can be refunded.
Gift wrap available?
Gift wrapping is available for select items as an add-on. Gift notes are available.
Do you sell gift cards?
No, we don’t offer gift cards at this time.
Shipping & Delivery
8 questions in this topic
Where do you ship from?
We ship from Shenzhen, China.
Do you ship worldwide?
Yes, we ship worldwide.
When will my order ship?
Orders are processed in 3–5 business days before shipment.
How long does delivery take?
Delivery time varies by destination and carrier. Estimates are shown at checkout.
How do I track my order?
After shipment, we’ll email your tracking number. You can also check it on our website: My Account → Orders.
Tracking isn’t updating—why?
Updates may take 24–72 hours to appear. If it still doesn’t update, contact us.
Will my order arrive in multiple packages?
Possibly, depending on the items. Each package will have its own tracking.
Do I need to pay customs duties or taxes?
Some countries may charge duties or import taxes. These fees are paid by the customer.
Returns & Refunds
8 questions in this topic
What’s your return policy?
Returns are accepted within 7 days of delivery. Items must be unused and in original condition. DIY kits must be unopened.
Can I return a DIY kit?
Yes, only if unopened. Opened kits are not returnable.
Can I return tools, hardware, or supplies?
Yes, if unused and in original condition, within 7 days.
What if my item arrives damaged or defective?
Contact us promptly with photos. We’ll arrange a replacement or refund.
How do I start a return?
Contact us with your order number and reason. We’ll confirm eligibility and next steps.
When will I get my refund?
After we receive and inspect the return, we’ll refund to the original payment method.
Do you offer exchanges?
We don’t offer direct exchanges. Please place a new order and return the original (unused/unopened).
Who pays for return shipping?
Return shipping is paid by the customer, unless the item is damaged/defective or we made a mistake.
Product Info
8 questions in this topic
DIY kit or finished item—what’s the difference?
DIY kits are for making it yourself. Finished goods are ready to use.
What’s included in a DIY kit?
Pre-cut leather and required parts. What’s included varies by product—see the product page.
Do I need extra tools?
Most kits include the required specialty tools. Basic tools (e.g., a hammer, scissors) are not included. The instructions will list exactly what you need to prepare.
Is it real leather?
Yes. All products use genuine leather.
Is it veg-tan leather?
Mostly veg-tan leather. A small selection uses chrome-tan—listed on the product page.
Will it look exactly like the photos?
Leather may vary slightly in color and texture—this is normal.
Are handmade items identical?
Small variations are part of handmade craftsmanship.
Do you offer personalization?
Limited customization may be available. Contact us with your request.
DIY Kits: Difficulty & Making
8 questions in this topic
Are the kits beginner-friendly?
Yes—most are beginner-friendly. Some kits are designed for advanced makers.
How long does a kit take?
It depends on the design and your experience. The estimated time is listed in the product details.
What skill level do I need?
Each kit lists a recommended level (beginner/intermediate/advanced) on the product page.
Are instructions included?
Yes. We provide printed instructions, digital files, and video tutorials.
Are the instructions in English?
Yes.
What if I get stuck?
Contact us anytime. Some kits also include extra learning resources.
Is there an age recommendation?
Leather DIY kits: 14+. Crochet kits: 8+. Paper-mâché: no age limit.
Do I need glue or sharp tools?
Some kits may require them. The instructions will specify what you need to prepare.
Tools, Hardware & Supplies
7 questions in this topic
Are your tools beginner-friendly?
Yes. We offer beginner-friendly options, and product pages note what each tool is best for.
How do I choose the right hardware size?
Check the product specs and size guide. If unsure, contact us with your project details.
Are these compatible with veg-tan leather?
Yes—most items work with veg-tan. If something is chrome-tan–specific, we’ll note it on the product page.
Do you provide safety tips?
Yes. Please follow the instructions, and handle cutting tools and adhesives with care.
Do you restock sold-out items?
Often yes. Use “Notify me” if available, or contact us for restock timing.
Can I buy refills separately?
Yes—selected refills and replacement parts are available. Check the store or contact us.
Are these items returnable?
Yes, within 7 days, if unused and in original condition.
Care & Maintenance
7 questions in this topic
How do I care for leather?
Keep it dry, wipe with a soft cloth, and condition occasionally.
What if leather gets wet?
Pat dry, air-dry naturally, and avoid heat or direct sun.
EntereWill it darken over time?
Yes—especially veg-tan leather. Patina is normal.
How do I clean stains or marks?
Wipe gently with a dry/soft cloth first. Avoid harsh chemicals.
Are scratches and wrinkles defects?
Minor marks and natural grain are normal characteristics of real leather.
How should I store leather goods?
Store in a cool, dry place. Avoid humidity and airtight plastic bags.
Can I use conditioner on all leather types?
Generally yes. Use a small amount, test on a hidden area first, and avoid over-conditioning.
Retailers / Wholesale
8 questions in this topic
Where can I find your retailers?
Visit our Retailers page for a global list of stockists and contact details.
How can I become a stockist?
Email us with your store info, location, and the products you’re interested in.
Do you offer wholesale pricing?
Yes. Please email us for wholesale details.
Is there an MOQ?
It depends on the product category. Please email us for details.
Can I request samples?
Please email us with your request and we’ll advise what’s available.
Do you ship wholesale orders internationally?
Yes, we can ship worldwide. Shipping options vary by destination.
Can you develop exclusive kits for our store or events?
Possibly. Email us your concept, quantity, and timeline.
How do I contact your wholesale team?
Use Contact Us or email us. We’ll reply as soon as possible.
Free Courses & Resources
7 questions in this topic
Are the courses free?
Yes. All courses are free to access.
Where can I watch the videos?
Videos are hosted on YouTube, Instagram, and Facebook. You can find the links on our Courses page.
Do I need an account to access courses?
No. You can access the links directly from our website.
Can I download course materials?
If a course includes downloads, they’ll be listed on the course page.
Will you add more courses?
Yes. We’ll share updates on our website and social channels.
Can I use your tutorials to teach workshops?
For teaching or commercial use, please contact us for permission.
Where can I find patterns/templates?
If included, they’ll be provided with the kit (printed/digital) or linked in the instructions.
Account & Payments
8 questions in this topic
What payment methods do you accept?
We accept major payment methods. Available options are shown at checkout.
Is payment secure?
Yes. Payments are processed securely through our checkout.
What currency will I be charged in?
We show a recommended currency based on your region, and you can also switch it manually.
Why was my payment declined?
Please try another method, check your bank verification, or contact your bank for details.
Can I check out as a guest?
Yes, guest checkout is available.
How do I create an account?
You can sign up with your email or use a supported third-party login option.
How can I log in?
Log in with email, or use a third-party account shown on the login page.
Where can I see my orders?
Go to My Account → Orders to view your order history and tracking.