FAQ - Frequently Asked Question
1) Delivery & Shipping
How quickly will my order be dispatched?
Your order will be dispatched as soon as we have received payment for it. For PayPal and SOFORT payments, your order will be dispatched after the order has been placed. For bank transfer payments, your order will be dispatched as soon as we receive your payment. Please note that it may take 5 to 7 days to activate orders made via bank transfer.
Which shipping options are available?
We offer two shipping methods: UPS Parcel Shipping and Global Shipping with Deutsche Post.
Our Global Shipping method is specifically for individual small, lightweight products. Parcels sent with Global Shipping are not insured and you will not receive a tracking number if you select this shipping method. You can see a list of prices for Global Shipping here.
If you select UPS Parcel Shipping, your parcel will be insured and you will receive a tracking number for your order.
How can I track my order?
If you have selected UPS Parcel Shipping as your shipping method, you will receive an automatic confirmation email once your order has been dispatched. In this email, you'll find the tracking number, expected delivery date, and a link to track your order. If you haven't received this email, please check your spam or junk folder.
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.
Should I return the product to Amazon or to Gusti Leather?
If you place an order on Amazon, please check their Help Pages for further details and return the order to Amazon. We have updated our return procedure for our US customers. If you ordered your item from our Gusti Leather website, please contact the customer support team at email@example.com for more information about the procedure.
Unpaid/Incorrectly paid postage
Parcels sent without a tracking number or proof of payment (receipt) will not be refunded.
Who covers the cost of a return?
Please contact our customer support team via email for information about returning your item: firstname.lastname@example.org. You will not be reimbursed by us for the cost of returning your item. However, you will be refunded the shipping costs.
Once you have contacted us about returning your item, we will confirm your return within the cancelation period (14 days). When requesting a return, please specify your reason, specific article number, and the order number for the item you are returning.
Once we have accepted the return, we will provide you with the address of our return assistant within the US. You should send the article to that address at your own cost, which is non-refundable, and inform us of the tracking number. Once our return assistant has received your returned item, we will get a confirmation of the receipt of the article and its condition.
We have guidelines in place that we use for quality checks of the returned items. We will then confirm the condition of the item and refund you the cost of the item based on the quality condition.
Can I exchange a product?
Unfortunately, we do not offer exchanges. We will, however, accept products that are returned to us if they are unsuitable. Once we have received the returned item, we will refund you the amount you paid for the item(s). While you are waiting to be refunded, we suggest you place a new order for the correct product. This will help reduce the amount of time you will have to wait for your new product(s). We do not settle the difference between the prices of the correct and incorrect item(s).
My Gusti Leather product needs to be repaired. Shall I send it back? Who will cover the cost of the repair?
Please contact email@example.com and describe the issue, including photos where possible.
In most cases, Gusti Leather will suggest a repair and cover the cost of the repair, within 1 year of the original purchase. If the purchase was made more than 1 year ago, or if there is a fault due to the product being handled incorrectly, a service fee may be charged. We do not provide a warranty for zips, so you will be responsible for any zip repairs.
We do not repair items at our warehouse in the EU, as this can be expensive for you and for us because of customs charges. Once we have inspected the damaged item via photos, we will offer a discount or local repair. This is decided on an individual basis. Please email us at firstname.lastname@example.org for more details.
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.
Can I return an engraved item if I don’t like it?
We do not accept returns for engraved items as they have been personalized.
5) Care Tips
How do I look after my Gusti Leather nature product?
Your Gusti Leather nature product can be treated using beeswax or sunflower oil. Ensure that you apply a light, even coat. Test it on the corner of your item first, as it can darken the leather.
Why are there holes or scratches on the leather?
We use hides from free-range goats to create our Gusti Leather nature products. This means that the leather may have small scratches from the trees or bushes where the goats were raised, proving how natural our products are.
Why does my product look different from the one on the website?
We work with different producers and small family-run businesses. This can lead to variations in color, tone, stitching, and inner lining. Each product is one-of-a-kind and any differences will be noted in the product description. Some of our products are also naturally dyed using poppy, saffron, and indigo which can also lead to slight variations in color.
How can I protect my product from the rain?
Rain doesn’t usually have a negative effect on our leather products. However, we suggest protecting the bag from any unnecessary rainfall or moisture.
How do I look after my Gusti Leather studio product?
Being aware of the type of leather that your Gusti Leather studio product is made from is the first step in looking after it properly. There is a care product for every type of leather, whether it's suede, smooth leather, or rough leather, that will help keep your item soft and supple for years to come. You can find these care products in most grocery stores or shoe outlets. We highly recommend using a waterproofing spray that's suitable for the leather on the product once you've unpacked it.
Why does my product look different from the product on the website?
Our Gusti Leather studio products shouldn't vary too much from the photos shown on our website. However, leather is a natural material and each hide is unique. If you have any comments or questions, please contact us at firstname.lastname@example.org.
How can I protect my product from the rain?
Rain doesn’t usually have a negative effect on our leather products. However, we suggest protecting the bag from any unnecessary rainfall or moisture and treating it with a care product suited to the leather type.
How do I get rid of the smell coming from my leather product?
All of our Gusti Leather nature products are tanned and oiled using plant-based materials. We recommend using your new product as much as possible to reduce the leather smell. The smell of the leather should go away within 14 days of using your item.
You could apply a beeswax-based product to the leather's surface as a short-term solution. We also recommend putting an anti-smell odor cushion in your new bag. Unfortunately, simply airing out the bag does not help reduce the smell.
What are the white marks on the surface of the leather?
You may occasionally notice small white spots or marks on your new Gusti Leather nature product. These tallow marks come from ghee, which is used in the manufacturing process. They are easy to remove. We recommend slowly heating the leather and wipe it using a clean, dry cloth.
Please note that customers are responsible for any marks that occur due to handling our products incorrectly.
6) Refunds & Discounts
How quickly will I get a refund?
We normally refund the money within 14 working days once we have received the returned item. We apologize for any inconvenience if the process takes any longer than this. Please ensure you have provided the correct data in your return form to help us speed up the process.
Can I get a discount if I am a dealer/shop owner?
No, we no longer offer dealer discounts. We apologize for this inconvenience.
Can I have a discount on bulk orders?
In most cases, we do not offer bulk discounts. However, we may offer discounts on orders over $2238.31 (€2000). Please contact our customer support team at email@example.com
How do we deal with VAT?
Our online selection is exclusively for private individuals. We do not sell to commercial clients.