FAQ - Frequently Asked Question
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 firstname.lastname@example.org 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: email@example.com. 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 firstname.lastname@example.org 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 email@example.com for more details.