FAQ - Frequently Asked Question
3) Returns / Exchanges / Repairs
When can I return a product?
The customer has the right to return items with or without reason within 30 days of purchase. These 30 days begin when the customer has received the final part of the order. If the product has been unused (eg, if the product was a gift) we will also accept it back after 30 days. Please contact us at firstname.lastname@example.org for further details.
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.
If you order from our Gusti Leather website, please contact our customer support team (at email@example.com) to receive a returns label. Then print out the label and simply attach it to the front of the package to be returned to us. Please take it to your nearest Hermes ParcelShop, they will deal with its delivery back to us. You can find your nearest Hermes ParcelShop here: https://www.myhermes.co.uk/parcelshop-finder.html
Unpaid/ Incorrectly paid postage
In the case of unpaid/incorrectly paid deliveries back to us, we charge £15 to accept such items. We therefore do not accept parcels which have been sent without adequate postage.
Who covers the cost of a return?
Please use our returns label. This can be sent to you via email - please see above. Returns of orders within Germany are free, returns from outside of Germany will cost £3,00. If our returns label is not used, we will not be able to cover the cost for the return.
Can I exchange a product?
We do not offer exchanges, unfortunately. Of course, we accept products returned to us, if they are not suitable and as soon as we receive the product back, we will refund your money. In the meantime, we suggest to the customer to place a new order for the correct product - this reduces the waiting time for the customer to receive the new/correct product. Unfortunately, we cannot settle differences between amounts of differing orders.
My Gusti Leather product needs a repair. Shall I send it back? Who will cover the repair costs?
Please contact firstname.lastname@example.org and describe the issue, including photos where possible. In most cases, within 6 months of purchase, a repair will be suggested where Gusti Leather will cover the cost. If it is more than 6 months after purchase, we will offer to cover a part of the repair costs.