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1. Placing order

1.1. How long will it take to produce my order?

Each leather product is exceptional, and we pay a lot of attention to every detail so that you'll get the product of the highest quality. Most of our leather goods are handmade. We hope, you agree that's delicate work. For this reason, production can take up to 3-5 days.

1.2. Can I have a custom size?

Each product is perfectly thought out. Offered sizes are developed to make all products as functional as possible. Unfortunately, we're not ready to guarantee this with any other sizes.

1.3. Can I make changes to my order before it's shipped?

We'd kindly recommend you to check all order details before it's placed. Each leather product requires terrific effort and time, and the slightest changes to its design affect the production. So, we're not able to make any changes before shipping. However, life may be so unfair, and bad things may happen. If you've noticed any mistake within an (one) hour from the moment of placing the order, please contact us at [email protected] immediately to double-check If the production of the ordered item hasn't started yet. ONLY in case, it's so, the order will be updated.

1.4. What forms of payment do you accept?

We accept Visa, MasterCard, Apple Pay, Google Pay, and our Hidemont e-gift card. We are unable to accept payments via PayPal or take payments over the phone.

1.5. What countries do you accept payment from?

Currently, we accept payments from the following countries: Albania, Andorra, Australia, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, Canada, Hong Kong (SAR China), Israel, Japan, Saudi Arabia, Singapore, South Korea, Taiwan (Province of China), United States, New Zealand.

1.6. Do I need to pay VAT on my orders?

Yes, VAT may apply to your orders based on factors like your location and the type of products purchased. Customers are responsible for any applicable taxes, including VAT, customs duties, or local charges.

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2. Shipping

2.1. Do you ship internationally?

Currently, we ship to the following countries. Check this page to see if your country has been added to the list: Albania, Andorra, Australia, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, Canada, Hong Kong (SAR China), Israel, Japan, Saudi Arabia, Singapore, South Korea, Taiwan (Province of China), United States, New Zealand.

2.2. Can I have free shipping?

Free shipping is offered for the US $50+ orders only!

2.3. Which delivery services do you use?

To send your order as quickly and safely as possible, we can rely only on the time-tested delivery services that are known all across the globe. We cooperate with National Post, UPS Ground, UPS Express, and FedEx.

2.4. How long does shipping to the US take?

It depends on the delivery service or shipping method you choose to send your order with. With UPS Express, it takes around 10-14 working days. With UPS Ground, it takes around 14-21 working days. The delivery with National Post takes 18-25 days, and, with FedEx, the parcel will be delivered in 10-14 days.

Please note that while we want to ensure timely delivery, shipping times may vary due to factors beyond our control, such as carrier delays, weather conditions, or high demand during peak seasons. We appreciate your patience and understanding. We would kindly recommend you to consider that when ordering a gift for your dearest for some special occasion.

2.5. What if I haven't received my order despite a delivery notification?

Don't panic. The most effective way to settle this issue is to address the delivery service. The parcel could be left at the neighboring address or at the backdoor. In case, you've got no updates regarding your parcel from the delivery service, contact us, so that we can think of a further solution.

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3. Personalization

3.1. Can I emboss my image?

What's embossing? It's a process when etched metal images on the stamps are heated up and branded deep into the leather with up to 3000 pounds force. We've developed our own image collection you can see in every listing with an embossing option. Be sure that making a metal stamp with a new pattern takes so much time. Even though we want you to be fully satisfied with a new purchase, we have no chance to emboss your image.

3.2. Can you emboss more letters than what's mentioned in the listing?

In each listing for a certain leather product, we've offered an ideal number of letters. In fact, it depends on the width of each letter that is used for the text. For example, the letter "W" takes exactly as much place as three letters "I". Unfortunately, we cannot emboss more letters than is offered in the listing.

3.3. Can I request personalization in a different place than what's described?

With a great desire to make your leather good look as aesthetic as possible, we offer only these places for personalization that you can see in every listing.

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4. Leather

4.1. Why does the color look different from what I ordered?

Well, it happens. But don't think it was a mistake from our side. We always carefully check every order before shipping. If you've got a leather good and it has a different shade, there are two reasons for that.

First of all, it depends on personal perception of the color – for some people the same shade looks differently. Also, colors can be distorted by a computer screen. We do our best to provide the most faithful palette.

And second of all, as far leather is a natural material, it features unique colors, and one cannot find the two leather goods with exactly the same shade. Besides, Crazy Horse ages over time, and some brown shades may differ within time. That's not a flaw – it's a chance to get an exclusive leather accessory.

4.2. Why is my leather item transferring color?

We prefer leather processed with organic dyes that originated from oak, chestnut, mimosa, and other plants. That's an eco-friendly method of leather tanning. Yet, on the first days of wearing a vegetably-tanned leather item, you can notice a slight shedding especially after exposure to water. It proves the leather is quality. In contrast, chrome-tanned leather doesn't happen to cause color transfer because it's chemically processed with harmful substances.

4.3. Why does my leather item get marks, and how can I remove them?

A distinctive feature of Crazy Horse leather is the “vintage texture” of the front surface – that is the feature of getting a variety of scratches, roughness, and scuffs from minor contact with hard objects. If you see scratches on your leather item, it proves that it's natural. Patina underlines your unique character and gives a story to the leather good. If you don't like it, you can easily fix it. Just rub the scratched area with your fingertips or a clean, dry cotton cloth with a small amount of a conditioner.

4.4. How should I care for my leather items?

To ensure your favorite leather item will serve you for good, you should take proper care of it. Regard simple guidance on care for goods made of different types of leather

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5. Exchanges, returns, and cancellations

5.1. Exchange policy

If the NON-PERSONALIZED item did not meet your expectations, you have the right to exchange it within 14 days of receiving it. The item you want to exchange for another must be in good condition, without damage (except if the damage was due to our fault) and should not have been used.

We understand that sometimes expectations may differ from reality, but please note that PERSONALIZED items are made to order just for you. This means that unfortunately we cannot exchange them for other products, as they can no longer be used for other customers. Before placing an order, please make sure that all details, including color, size and personalization, are exactly as you envision them.

5.2. Return policy

If the NON-PERSONALIZED item did not meet your expectations, you have the right to return it within 14 days of receiving it. The item you want to return must be in good condition, without damage (except if the damage was due to our fault) and should not have been used.

We understand that sometimes expectations may differ from reality, but please note that PERSONALIZED items are made to order just for you. This means that unfortunately we cannot accept it back, as they can no longer be used for other customers. Before placing an order, please make sure that all details, including color, size and personalization, are exactly as you envision them.

5.3. Cancellation policy

You have the right to cancel an order for a NON-PERSONALIZED item within 12 (twelve) hours from the moment of order placement. And, you have the right to cancel an order for a PERSONALIZED item within 1 (one) hour from the moment of order placement.

The refund for the canceled order will be processed to the original form of payment. Usually, it takes about 7 (seven) days to process the refund for the canceled order. In fact, the processing time depends on your bank policies.

Please, message us to proceed with the cancellation at [email protected] mentioning "Order cancellation" in the email subject.

5.4. What is the return \ exchange process?

Returning \ exchanging a product is a straightforward process:

  • Initiate a Return: Fill in the online form, mentioning order ID, billing last name, and other identifying details like email or zip code. Mention the product(s) you’d like to return, return reason, product condition, and return resolution. It’s better to take some pictures so that our managers understand the situation clearly. Please wait until our team checks your request and responds to you. Check our Return Policy before submitting your request.
  • Stay in Touch With Our Manager Until Your Request is Resolved: after filling out the online form, you will be able to contact our manager in the online chat on the return request page or via e-mail throughout the process of solving your problem.
  • Receive Shipping Label and Package Slip: Once your request is approved, we will provide you with a Shipping Label and Package Slip. The Shipping Label must be clearly labeled on your return package, and the Package Slip must be put inside the parcel with the product(s) you return.
  • Package Your Product: Securely pack the product in the original packaging, if possible. The product must be in good condition and unused.
  • Ship the Product: Send the package to the address we provide. We recommend using a traceable shipping method to ensure the safe and documented delivery of your return. It’s important to note that the return shipping costs are paid either by a customer or our store, depending on the return reasons.
  • Receive Your Refund or Replacement: Once we receive your returned item and inspect it, we’ll process your refund or send out a replacement product as per your request. Please keep in mind that, usually, it takes about 3-5 business days (depending on your bank) to send money back to the original form of payment.
5.5. Who covers the shipping fees for returning an item?

We strive to provide you with the best service and high quality products. But if you want to return or exchange the product, please note that in most cases, you have to cover the cost of sending the product by the delivery service.

However, if the return or exchange of the product is due to an error on our part (for example, if the product was damaged during delivery; the product does not match the description; the product is defective; the personalization of the product is not done correctly; or the product is delivered late, which is twice the specified time shipping), we will bear all shipping costs.

6. E-gift card

6.1. How long is the e-gift card valid for?

The balance on the e-gift card is valid for 365 days from the moment of its delivery to the recipient's e-mail.

6.2. Can I order the custom design for an e-gift card?

Yes, you can order the custom design for an e-gift card by uploading the picture in jpg, png or gif formats. Placing the order for an e-gift card, you can also preview the design of the e-gift card the recipient will receive on e-mail.

6.3. Can I split the order between an e-gift card and credit card?

If the total order amount exceeds the e-gift card value, you can split the order between an e-gift card and other forms of payment, for example, credit card.

6.4. Can the e-gift card be used more than once?

If the order amount is less than the e-gift card value, you can use the remaining balance for one more order any time before the e-gift card expiration.

6.5. Does the e-gift card cover taxes and shipping?

No, e-gift card doesn't cover taxes or shipping. The e-gift card covers the basic product cost only.

6.6. How recipient can check how long the e-gift card is valid for?

The balance on the e-gift card is valid for 365 days from the moment of its delivery to the recipient's e-mail. Additionally, the recipient will be informed about the e-gift card expiring 30 days before the expiration via e-mail.

6.7. Can I cancel the order paid with e-gift card and get a refund?

First of all, please, make sure the order implies to the cancellation policy (check 5. Exchanges, returns, and cancellations). You can cancel the non-personalized and personalized order paid with an e-gift card within 12 (twelve) and 1 (one) hour, accordingly, from the moment of the order placement. The refund amount for the canceled order will be sent to the e-gift card.

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7. Warranty

7.1. DO YOU HAVE A WARRANTY ON YOUR LEATHER GOODS?

We create each leather product with high attention to detail and compliance with quality standards.

All of our leather products come with a lifetime warranty that covers only manufacturing and material defects discovered upon receipt of the product and during use.

IMPORTANT: Warranty only applies to manufacturing and material defects. This means that any damage caused by misuse, wear and tear, accidental or intentional damage is not covered by the warranty. In addition, it should be noted that leather is a natural material that can change and age over time. Natural changes in the texture and color of the leather are not considered a defect and are not subject to warranty service.

If upon receipt of the product or during its use you notice manufacturing and/or material defects, please do the following:

  • Email us at [email protected] with photos that clearly show the defects;
  • Provide us with proof of purchase; it can be either an order confirmation e-mail or an order number.

We will review your request and decide whether the product should be repaired, replaced or refunded.

7.2. What is the warranty on leather?

We believe in the strength and durability of the leather we use to make our products. Our straps and leather on products should never break, tear or develop holes even around the natural wear zone. If this happens, we will be happy to replace your bag or straps for the cost of shipping!

7.3. What is the warranty on hardware?

Hardware on our leather goods, such as buttons, fasteners, D-rings, buckles and other metal parts, are covered by the warranty for the entire life of the product. This warranty covers defects in hardware and installation, but does not include wear and tear or damage caused by misuse or external influences.

In order for the accessories on our leather products to serve you as long as possible, we recommend cleaning them regularly with a soft, dry cloth, avoiding the use of aggressive cleaning agents that can damage the metal surface. Avoid prolonged contact with water and chemicals (perfumes, lotions) that may cause corrosion or discoloration.

If the hardware breaks within the first 6 months of use, let us know and we will repair or replace it and cover the cost of shipping the product with the replaced or repaired hardware to you. We ask you to cover only the costs of delivery to our workshop.

If the hardware on your product requires replacement or repair after more than 2 years of use, we will be happy to do so, covering the cost of materials and service. However, we ask that you cover all costs for shipping the product to our workshop and back to you.

7.4. What is the warranty on seams?

We guarantee the seams of our leather products for a period of 90 days from the date of purchase. If you find a seam defect that is covered by the warranty, please contact us to discuss next steps.

Our warranty covers seam defects due to manufacturing error, as well as seam separations that occur during normal use of the product. In this case, if no more than 90 days have passed since the purchase, we will repair the seams free of charge, or, if they cannot be repaired, we will replace the product.

If the seams have come apart due to wear and tear, we will also help you with repairs. However, we ask that you cover all costs for shipping the product to our workshop and back to you.

Please note that internal seams are not always accessible and therefore not always repairable.

To ensure the maximum durability of the seams and the product itself, we recommend that you avoid excessive load on them.

7.5. What is the warranty on zipper?

Unfortunately, we do not provide a warranty on zippers. This means that any issues or problems with the zipper after purchase, including wear or damage, are not covered under warranty.

To maximize the life of zippers on your leather goods, we recommend the following:

  • Regularly check the zippers for dirt and foreign objects that can prevent them from sliding smoothly;
  • If the runner is stuck, do not pull on it with excessive force;
  • If the zipper is dirty, clean it with a soft cotton cloth slightly moistened with soapy water.