FAQ

FAQS

I am interested in purchasing an item; what payment methods can I use?

You have the flexibility to complete your payment using a range of convenient options. Whether you prefer PayPal, VISA, MasterCard, American Express, Amazon Pay, or Discover, the choice is yours. Rest easy knowing that our SSL-secured checkout guarantees a safe and hassle-free payment process.

I love a product, but I am uncertain about the best size for me. Any guidance?

Take a moment to check out our sizing guide to find your perfect fit. If you’re still feeling uncertain about the size you can contact us at [email protected] saying you’re unsure about the sizing, and our friendly customer service team will be right there to help you out, ensuring you get a product that fits you just right.

If I am unsatisfied with the product or it doesn’t fit right, can I send it back?

Your satisfaction means the world to us, so we’ve crafted a return policy to ensure a delightful experience. You have a full 30 days from the time of delivery to send back regular orders for either a full refund or an exchange. However, please note that personalized or customized products are final sale and cannot be returned or exchanged.

Here’s what you need to know:

As soon as we receive and check your returned item, rest assured, your return will be processed within a speedy 7 working days.

If you ordered a standard size, feel free to return it for a complete refund or an exchange.

But, if your order was made-to-measure or customized in any other way, we can only accept it back for alterations.

Please keep in mind, that we hold the right to decline returns or refunds that don’t align with these guidelines.

Your satisfaction is our top priority, and we’re here to ensure you have a seamless and enjoyable shopping experience.

The available sizes don’t seem to be a perfect match; can I request a tailored fit?

When choosing your size, simply opt for “Custom Size” and fill in your body measurements. Don’t worry if you’re not quite sure about your measurements; you can always choose “I am not sure, I’ll provide measurements later on email” and confidently place your order.

After your order is successfully placed, one of our customer support team members will reach out to assist and guide you through the process of taking accurate measurements. We’re here to keep everything going smoothly for you!

How much time will it take for an item to be delivered to my address?

All of our regular orders are crafted uniquely for each customer and are typically dispatched within a 10-business day window.

Is the Free Shipping offer valid for every country?

We’re delighted to offer free shipping to all countries that we deliver to, except Russia, Brazil, Israel, Iran, Iraq, India, and countries under OFAC sanctions. Rest assured, wherever you are, we’ve got your shipping needs covered without any extra cost.

What steps should I take if my order hasn’t been delivered yet?

Wondering where your order’s at? It’s easy to find out! Simply head over to our Track-order Page and punch in your Order ID and last Name. This will give you the latest information on where your order stands.

If the expected delivery date has come and gone without your order showing up, don’t hesitate to drop us a message. We’re here to help!

What’s the protocol if I receive a faulty item in my order?

If there’s a problem with a faulty item in your order, we’re committed to making it right as fast as we can. The moment you notice an issue, please reach out to our Customer Care team and provide them with:

1. Your order number

2. The name and number of the faulty item

3. A detailed description of the fault, accompanied by photos if possible

We promise to respond within 24 hours, and once we’ve confirmed the details, we’ll swiftly send a replacement your way.

Why was my payment declined? What should I do next?

Encountering issues with your payment? Here are a few things to check:

Billing Address and Phone Number: Make sure that the billing address in your account matches the one linked to your payment method.

Credit Card Limit: Check if you’ve hit your credit card’s daily or total spending limit. If you have, try reducing your daily spending or use a card with a higher limit.

Card Number: Double-check that your credit or debit card number is correct and current.

Card Expiration Date: Take a look at your card’s expiration date. If it’s expired, you’ll need to update your card details.

PayPal Funds: If you’re using PayPal, make sure there are sufficient funds in your account.

Taking a moment to review these details can often resolve payment issues quickly.

Will I have to pay customs or import fees on my package?

Typically, customs or import duties are applied once a package arrives in its destination country.

It’s important to note that whoever receives the package is responsible for covering these costs, and this applies to both individual retail customers and wholesale clients.

At USALEATHERFACTORY, these charges are beyond our control, and it’s challenging for us to predict what they might be since customs policies and import duties can differ significantly from one country to another.

To avoid any unexpected expenses, we recommend reaching out to your local customs office to get the latest information on charges before placing your order. This way, you can stay informed and be prepared.

Custom Orders

Can you craft any jacket style I desire? What specifics do you need from me?

Absolutely! We can craft any jacket design you have in mind. Simply provide a picture or design as a reference and detail your vision in the Custom Order Form. We’re here to bring your dream jacket to life!

Are there fees associated with inquiring about a custom order, obtaining a quote, or discussing the specifics?

Feel free to fill out the custom order form without any worries – there’s absolutely no cost for getting a quote, having a discussion, or receiving a design illustration for your personalized jacket. We only require payment when you decide to go ahead and purchase your bespoke piece.

Can I have my jacket made from any leather variety?

Certainly! Leather is our specialty, and over time, we have honed our expertise, sourcing from some of the world’s top-notch tanneries. Our promise to you is premium quality leather, spanning a variety from Lambskin, Sheepskin, and Goatskin, all the way to Buffalo-hide and Cow-hide. With a rich experience in crafting jackets, we have worked with over 200 distinct leather types, each varying in pattern, color, shade, and thickness. Trust us to deliver excellence in every piece!

Do you offer materials besides leather for custom-made items?

Absolutely! While leather is our forte, we’re versatile in our craftsmanship. We gladly take on custom orders using a variety of fabrics, including cotton, polyester, satin, wool, and more.

Can you explain the Custom Order process?

We have outlined the entire process of placing a custom order for your convenience. Feel free to take a look at the flowchart we have created right here.

I am hesitant about ordering custom; how can I commit to something I haven’t seen? I have worries about the fit, design, and quality.

We completely understand that you might have concerns regarding the sizing, design, and quality of your custom order. You can be assured, we have put in a lot of effort and developed processes to ensure that the final product meets your expectations to the fullest. Let’s address each of these concerns:

Sizing:

Our customer service team will ask for your body measurements once you place a custom order. We highly recommend referring to our sizing guide to ensure accurate measurements. When measurements are taken correctly, the likelihood of a sizing error is virtually nil.

Design & Quality:

To ensure you are completely satisfied with your order, we take an extra step before shipping. We will send you pictures of the actual product, allowing you to thoroughly review the design, material, and stitching. This process is in place to address any potential issues before the product is dispatched, ensuring that you receive exactly what you’ve envisioned.

If I send back my custom order, can I have it replaced?

We’re dedicated to ensuring you receive the perfect jacket right from the start. To reduce the likelihood of returns, we provide you with actual photos of your custom order before it’s dispatched. If the fit isn’t quite right, don’t worry – your first alteration is on us. Please keep in mind that if you need to send the jacket back for adjustments, the cost of shipping will be your responsibility.

I have received my custom order; is it possible to return it for a refund?

Each custom order is keenly crafted to suit your specific preferences, right down to the style, materials, and accessories. Given the personalized nature of these items, we unfortunately can’t accept returns or issue refunds, as they are uniquely yours and not designed for anyone else. We are wholeheartedly committed to bringing your vision to life and creating a special piece just for you!

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