FAQs

A1: RETURN OR EXCHANGE POLICY

• Non-Customized Products: If an item is faulty due to production issues (such as leather fading), it is eligible for exchange or refund upon receipt.
• Customized Products: Personalized monogram and HQ Prints products are not eligible for return or exchange, unless the foil fades within a week of shipping.

Note: Each phone case is crafted from high-quality, genuine full-grain leather, which naturally varies in texture and appearance. These variations are not defects but unique characteristics of the cowhide.

In cases of manufacturing defects, returns and exchanges are allowed.

Q2: Is our leather genuine or vegan?

A2: We offer both genuine leather and sustainable (vegan) leather options. Our older models feature high-quality full-grain cowhide, known for its durability and natural beauty. However, we are now transitioning to sustainable leather for our new models. Vegan leather products are clearly marked with a "Vegan" logo in the product details, allowing you to make an informed choice based on your preferences and values.

Q3: Can I use ethanol alcohol or other cleaning agents on my phone case?

A3: It's not recommended to use cleaning agents, especially ethanol alcohol, as they can cause immediate fading or damage to your leather phone case.

Q4: How many characters and colors of foil can I customize?

A4.1: You can customize up to 8 characters, including alphabets, numbers, symbols, and spaces. However, we can only deboss up to 2 of the same characters.

A4.2: We offer foil in four colors: Gold, Silver, Pink Gold, and Copper. Our heat debossing method presses the foil into the phone case.

Q5: Why do digital prints sometimes appear different in color compared to what I see on my monitor?

A5: Because of the color of the leather you print on, whether light or dark, can affect the final appearance. Digital prints may naturally vary by about 5-10% in color, appearing slightly darker or lighter than what you see on your monitor.

Q6: Do you offer gift wrapping?

A6: Yes, we take pride in our packaging as an integral part of our service and brand identity. All orders are thoughtfully prepared and come in our stylish signature packaging. For an added touch, you can include complimentary gift cards and gift boxes with your purchase.

Q7: Do you include receipts in the box?

A7: We treat all orders as gifts, so we do not include any paperwork in the box. If you need a receipt, please contact us via email, and we will be happy to provide one.

Q8: How long does it take to receive my order?

A8: Once your order is confirmed and payment is received, we will process it within 24 hours for non-personalized items and within 3-5 business days for personalized items, if placed before 5:00 PM (GMT+7) on business days. During sale periods, processing may take 5-7 business days. *Please note that business days do not include public holidays.

Q9: How long does it take to receive my order?

A9: Once your order is confirmed and payment is received, we will process it within 24 hours for non-personalized items and within 3-5 business days for personalized items, if placed before 5:00 PM (GMT+7) on business days. During sale periods, processing may take 5-7 business days. Please note that business days do not include Saturdays, Sundays, or public holidays. We apologize for any inconvenience caused by our weekend and holiday closures.

Q10: How can I track my order?

A10: After your order is confirmed, we will send a confirmation email to the email address you provided. Once your order is dispatched, you will receive another email with the tracking number as soon as it becomes available.

If you haven't received any emails from us, please double-check the email address you provided for accuracy. Additionally, check your Junk or SPAM folder, as our emails may occasionally be filtered there.