Made to order, so please choose carefully

Every Leatherly's bag is handcrafted for you after payment. We are not a shop with stock on the shelf, so we cannot offer change of mind returns the way a normal retailer can. What we can do is make sure that what you receive is right.

If you change your mind

• Within 24 hours of paying: let us know and we will cancel and refund you in full, as long as we have not started cutting

• After we have started: the leather has been cut for your order and we cannot refund or exchange it

• Personalised bags: these cannot be cancelled, returned or refunded once the personalisation has been done

If your bag arrives damaged or faulty

• Contact us within 7 days of delivery, with clear photos of the problem

• We will assess it and then repair it, replace it or refund you, depending on what is wrong

• We cover the courier cost where the fault is ours

• Please keep the original packaging until you are happy with your bag

What we cannot take back

• Personalised or custom-made pieces

• Bags that have been used, marked, altered or damaged after delivery

• Bags returned without proof of purchase

• Orders cancelled after making has started

Warranty

We give a 12-month warranty from the date of delivery against manufacturing faults. We use good leather and we build our bags properly, so if something goes wrong in the making of it, we will sort it out.

Covered

• Stitching that comes loose on its own

• Zips, clips and hardware that fail under normal use

• Lining that tears away or comes apart on its own

Not covered

• Normal wear and tear, scratches, softening and colour that deepens over time. This is what real leather does

• Water, oil, ink, heat or sun damage

• Damage from overloading, dragging, an accident or general rough treatment

• Repairs, alterations or dye work done by someone else

• Damage caused by a lack of reasonable care

How to claim

1. Email us photos of the fault, along with your proof of purchase

2. We will come back to you and let you know whether it falls under the warranty

3. If we need to see it, we will arrange for the bag to come to us

4. We decide whether to repair or replace, based on the inspection

Caring for your leather

• Treat your bag with a good leather protector before you start using it

• Wipe spills off straight away with a soft cloth. Leather soaks up liquid quickly, especially anything oily

• Use a leather conditioner or balm every few months to keep it soft and to stop it drying out. Work it in lightly with your fingers, a little at a time

• Store your bag stuffed with tissue paper, in its dust bag, out of direct sun

• Never use household cleaners, wet wipes, alcohol or a hairdryer on leather

• If your bag gets soaked, let it dry naturally away from heat, then condition it

Frequently Asked Questions

Ordering

How do I place an order?

1. Choose your bag and colour

2. Add personalisation if you want it

3. Add to basket and go to checkout

4. Fill in your delivery details in full. Please use an address where someone can sign for the parcel between 08:00 and 17:00 on weekdays

5. Choose your payment method and place the order

Please note that we cannot deliver to a P.O. Box. If you want your parcel sent to a PostNet or similar, make sure they are expecting it.

What happens after I have paid?

• You get a confirmation email straight away. Check your spam folder if you do not see it

• Your leather is cut and your bag is made by hand

• You get a message with a tracking number the moment the courier collects

• Allow 2 to 4 weeks in total, from payment to your door

Why does it take 2 to 4 weeks?

• We do not keep stock. Nothing exists until you order it

• Each bag is cut, glued, stitched, edged and finished by hand

• It takes longer than buying off a shelf, but you get a bag that was made for you and made properly

Can I buy something today and get it tomorrow?

• No. Every bag is made to order

• If it is for a birthday, wedding or gift, please order at least 3 weeks ahead so that we have room to work

Can I still change my order?

• Only before we start cutting, which is usually within the first 24 hours after payment

• After that the leather has been cut to your order and we cannot change it

Our products

What do you make?

• Bags only: handbags, laptop and work bags, travel bags, toiletry bags and similar leather pieces

• We do not make or sell shoes, belts or clothing

Is your leather real?

• Yes. We use genuine full grain leather, which is the top layer of the hide and the strongest part of it

• Natural marks, grain differences and slight colour variation are normal. They are proof that it is real

• Full grain leather does not peel like bonded or synthetic leather. It softens and gets better with use

Can you make something custom for me?

• Yes. Send us what you have in mind, with a picture if you have one

• We will tell you whether we can do it, what it will cost and how long it will take

• Custom pieces sometimes take a little longer than 3 weeks. We confirm the timeline before you pay

Personalisation

Do you personalise?

• Yes, but what we can do depends on the type of personalisation, the item and the leather

• Send us your request and we will confirm what is possible and what it costs before you pay

• We choose the placement, based on what works best for the structure and the look of the leather

• Personalised items cannot be returned or exchanged, so please check your spelling carefully

Delivery

Where do you deliver?

• Anywhere in South Africa, door to door, through a tracked courier service

• We do not ship internationally at this stage

• Collection can be arranged by prior agreement

How long does delivery take?

• Making your bag is the longest part. Courier delivery itself is usually 2 to 4 working days after collection

• Everything together comes to roughly 2 to 4 weeks

• Busy seasons and courier delays can add a few days. We will keep you posted if anything holds your order up

Can I change my delivery address?

• Let us know as soon as you can. If the parcel is still with us, it is easy to change

• Once the courier has collected, we cannot change it. The parcel will have to come back to us first

Returns and care

Can I return my bag?

• Because every bag is made to order, we cannot take back a bag simply because you changed your mind

• If your bag is faulty or damaged when it arrives, contact us within 7 days with photos and we will put it right

• Personalised bags cannot be returned at any stage

I spilled something on my bag. What now?

• Act fast. Leather absorbs liquid quickly and a stain that sits is much harder to lift

• Blot it, do not rub. Use a soft cloth that is only slightly damp

• Once dry, work in a little leather conditioner to even out the mark and feed the leather

• For oil or ink, rather send us a photo before you try anything at home

Contact us

• WhatsApp or call: 073 732 6808

• Email: coetzeelinette@gmail.com

• We answer as quickly as we can during business hours, Monday to Friday