FAQ - Frequently Asked Question
1) Delivery & Shipping
When will my order be delivered?
Orders are usually shipped within approx. 5 to 7 working days for UPS or 10 to 15 days with Deutsche Post. Orders containing engraved items will require an additional 1 to 2 working days.
Can I choose any delivery address?
You can enter the address of a package locker, parcel shop or postal service branch. Please ensure that the delivery address is correct. If the parcel is missing or has the wrong information, we cannot be held liable for its return.
Will my order be sent again if the original delivery failed because of an incorrect address?
Our customers are responsible for entering the correct details when ordering. If the delivery address we receive is incorrect and the order can then not be successfully delivered, it is the customer’s responsibility to place a new order. Any additional costs incurred are also to be covered by the customer.
What should I do if I don't receive my order?
If your order does not arrive within the specified time period, please contact our customer support team at email@example.com and give them your order number.
Unfortunately, we cannot resend unclaimed or undelivered items. These items will be refunded (minus any handling fees). This does not apply to engraved items as they have been personalized. If you have any questions, please contact our customer service team via email.
2) Payment Methods
How can Gusti Leather products be paid for?
There are several payment methods available to Gusti Leather customers:
- Credit Card
- Apple Pay
If you have not received a confirmation email more than 24 hours after placing your order, please contact us. Your payment may not have been authorized or there may be a technical problem.
Paying with PayPal
Payment using the online system PayPal can be selected at the checkout. A separate, valid PayPal account is required and the customer will be automatically forwarded to the PayPal site at the checkout stage.
Paying by credit card
You can pay easily and safely using your credit card. We accept Mastercards and Visa cards. Your order will be sent once we receive your payment. If you cancel your order and would like to receive a refund, we will refund the amount to the credit card that was used for the original payment. Your credit card details are encrypted using SSL, a highly secure system that ensures safe credit card payments. Please note that there may be a short delay in your order or you may receive a notification saying "order paid but not in our system", this is due to a technical error on the Payone side. If you do not receive a confirmation email from us with your order (please check your spam folder), contact us immediately so that we can activate your order. You can contact our customer support team at firstname.lastname@example.org and our team will be more than happy to help resolve your problem.
3) Returns / Exchanges / Repairs
When can I return a product?
You can return your items within 14 days of purchase, with or without stating a reason for the return, starting from the date on which you receive the final part of your order. Please note that engraved items cannot be returned. You can find more information about returns and cancelations here.
4) Special Orders / Engraved Items
Can I order personalized bags and accessories from Gusti Leather?
Yes! We offer engraving on certain products.
On the product page of products that can be engraved, the "Add Engraving" option is displayed above the "Add to Cart" button.
If you wish to order more than 30 engraved products, please contact Customer Service at: email@example.com for information regarding a bulk discount.
Please note that we do not offer engravings of logos or images. Engravings cannot be changed once you have placed the order.
5) Care Tips
6) Refunds & Discounts
How do we deal with VAT?
Our online selection is exclusively for private individuals. We do not sell to commercial clients.