✳Your mandatory consumer rights always remain. Your confirmed order defines the details of your piece.
01
A personal piece, a clear policy
We make newly produced leather items to an agreed specification. A genuinely personalised or made-to-measure piece usually cannot be returned simply because you change your mind, where the relevant legal exception applies. Making an item after an order, or offering standard size and colour choices, does not by itself establish that exception. We explain the status of your product before you commit. Faults, incorrect goods and departures from agreed specifications are treated separately.
02
Before bespoke work begins
If you cancel before we begin bespoke work or incur non-recoverable costs specifically for your order, we provide a full refund of the payment received. This is our voluntary cancellation commitment in addition to any statutory rights. Contact us as soon as possible with your order reference. An enquiry alone has no cancellation charge.
03
Once work has started
Ask us to stop work as soon as you decide to cancel. Where legally permitted, a voluntary cancellation refund is the payment received minus reasonable, evidenced costs already incurred specifically for your commission that cannot be recovered or reused. We account for reusable materials, salvage value and work avoided, and give you an itemised explanation. A deposit is not automatically lost; we do not deduct the same cost twice or retain more than the amount paid. Statutory cancellation or defect remedies are not reduced by this voluntary rule.
04
After your custom piece is delivered
For a product genuinely made to your individual specifications or clearly personalised, we do not offer routine change-of-mind returns or exchanges where the legal exception applies. Please discuss a desired alteration with us; we quote any extra work before you agree. A fit issue caused by our construction or failure to follow approved measurements is a product concern, not a change of mind. Measurements supplied incorrectly by you or later preference changes may need a paid alteration, without limiting rights you have under law.
05
Faulty, wrong or not as agreed
Contact us with a description of the problem. Your reference and relevant photographs help us investigate, but missing packaging or photos does not extinguish legal rights. Depending on applicable law and the circumstances, remedies can include repair, replacement, a price reduction or a refund. We cover reasonable necessary return costs for faulty or incorrectly supplied goods. Natural leather variation alone is not necessarily a defect, but substantial quality problems or a material mismatch with the agreement are not excused by customisation.
06
If a statutory withdrawal right applies
For eligible non-personalised consumer distance purchases where EU or German withdrawal rules apply, you normally have 14 days after delivery to notify us of withdrawal, then 14 days to send the goods back. Email an unambiguous notice; no special form is required. We refund the eligible payment, including standard outbound delivery, within the applicable deadline, normally 14 days from notice. Where permitted, reimbursement may await the returned goods or evidence of dispatch. You bear direct change-of-mind return postage only if disclosed beforehand. Handling beyond what is needed to inspect the goods can affect the refund where law permits. A hygiene exclusion is used only if legally eligible, disclosed in advance and applicable to sealed goods whose seal has been broken; it is not a blanket exclusion for specialist items.
07
If we cannot fulfil your order
If we cancel or cannot supply the order, we refund payments for the unfulfilled items. We do not substitute store credit for a refund without your agreement. Legal remedies for delay, non-delivery or a missed essential deadline remain available. Contact us if the agreed delivery has not arrived.
08
How to request help or arrange a return
Email [email protected] with your order reference, the item and what you need: cancellation, alteration or help with a problem. Include photos if useful. We confirm next steps and, when a return is needed, the appropriate return address and shipping arrangements. The business disclosure address is not automatically the parcel return address. Package the goods securely and retain dispatch evidence. Asking us for instructions must not delay or prevent a valid statutory notice or deadline.
09
How refunds reach you
We send refunds to the original payment method and in the original transaction currency unless a lawful alternative is agreed. For voluntary refunds, our aim is to initiate the refund within five business days after confirming the amount; any shorter legal deadline prevails. Your bank or payment provider controls when it appears in your account and may apply its own currency conversion. We do not require store credit or deduct payment-processing fees from a full refund promised here or a statutory refund. We give you confirmation when the refund has been initiated.
10
Your rights & this policy version
Custom goods still carry applicable legal protections for defects and non-conformity, including EU legal-guarantee rights where applicable. This policy sets no blanket short deadline that replaces those rights. Contact us promptly when something is wrong, and do not keep using an unsafe or damaged item. You may use competent consumer authorities, payment-provider dispute procedures or courts. Version 1.0 · 13 October 2026; it applies to new contracts when supplied before agreement and does not alter earlier confirmed orders.