Frequently Asked Questions
Yay! We just know you’re going to love your new bag!
All in-stock orders are shipped in 2-5 business days. If an item is back-ordered it will typically ship within 2 weeks.
We want you to be thrilled with your purchase, so if you have any issues please give us a chance to make it right by sending us a message. We do offer refunds or exchanges within 30 days on any item, provided the item is in NEW, unused condition and you have the original receipt. (Custom items are not eligible to be returned or exchanged.) After 30 days all sales are final.
Defective product upon arrival? If you received a damaged product out of the box, we will gladly exchange it for you at our expense. Just let us know!
Changed your mind? We get it, these things happen. If you’ve changed your mind, simply reach out to us to begin the return process. Please know you will be expected to return the item at your own expense. Once we’ve received the new, unused product, we will process your adjusted refund amount (see details below) back to the original form of payment within 1-3 business days.
ADJUSTED REFUND AMOUNT: We love going above and beyond for our customers, which is why we provide free shipping on all USA purchases. However, that “free shipping” costs our company anywhere between $5 - $35 per order, depending on the package size and destination. Therefore, the original shipping cost for your order will be deducted from your refund amount.
Within 30 days
With original receipt
In New condition
Yep, that’s totally normal. Full-grain leather is the highest quality leather available. Its unaltered grain, which gives it its strength and longevity, also means it may contain uncorrected marks.
We really love the natural markings in full-grain leather, but we try to work around any markings that aren’t complementary to the design. We try to showcase beautiful markings when we can.
The mark(s) on your bag tell the story of the hide it was made from. As your leather bag accompanies you on your own journey it will absorb pieces of your story as well.
We hope you can enjoy the unique markings on your bag BUT, if you really don’t love your markings, contact us and we can try to work something out for you!
When leather gets wet, it actually ends up losing moisture. That’s why conditioning your leather is so important if you want to keep it looking its best! Properly conditioned leather has a finish on it which repels water. It won’t absorb too much water unless you actually soak it.
If your leather would get wet regularly and you would never condition it again, the leather would weaken over time and actually start to dry rot. Conditioning your leather every 4-6 months prevents this and lets your leather’s natural beauty shine.
What about dark spots on my leather from water or rain?
If you see dark spots in your leather from rain or a water spill, know that they will eventually disappear back into the leather so to speak. As long as you’re cleaning and conditioning your leather regularly, they are nothing to worry about!
What if something other than water spills on (or in) my bag?
If you actually spill something on your bag, like, say your morning latte, don’t fret! Just use a soft, damp cloth to clean the spot well. If you have a leather specific cleaner on hand, great! If not, luke-warm water will do until you can get home and give it a good cleaning and conditioning with the proper products.
For more details on how to keep your leather looking its best, check out Urban Southern’s Simple Guide to Loving Your Leather!