FAQ

Product

1. What type of leather do you use?
   We use rich and luxurious 100% full-grain leather. Our leathers are the finest and most durable, ensuring your Emery products stand the test of time.
2. Are your leathers a by-product of the food industry?
   Yes, we source our leathers responsibly, ensuring no animal cruelty in the production of our products. We partner with ethical tanneries committed to sustainable practices.
3. Do you offer personalized products?
   Absolutely! You can customize your order with laser engraving or other embossing/debossing options for an additional cost. Just let us know your preferences, and we'll make it perfect for you.
4. How long do customized products take to dispatch?
   We aim to dispatch customized products same-day. However, depending on the complexity and order volume, it might take a couple of extra days.
5. Is the product I see the same I will get?
   Yes, we strive to represent our designs accurately through photography. Every product undergoes a quality check before shipping to ensure it meets our high standards.
6. Could there be any color differences with what I see on screen?
   While there may be slight variations due to screen settings, we take great care to ensure that the colors of our products are as accurate as possible.
7. Are your products free from defects?
   Yes, our products are handmade with meticulous attention to detail. While minor natural variations may occur, they are a testament to our craftsmanship and not defects.

Delivery

8. Do you ship worldwide?
   Yes, we proudly ship worldwide!
9. Do I pay for delivery charges?
   We offer Free Tracked Worldwide Delivery on all our orders. If you prefer faster shipping, express upgrades are available at checkout.
10. Do you always use the same courier for shipping?
    We typically use Porterex, FedEx, DHL, The Post, or UPS, Aramex. Depending on order volume or your selected service, we may occasionally use a different courier like TNT to ensure faster and better delivery for you. Rest assured, all orders are easily trackable via your shipping confirmation email.
11. Do you offer express delivery services?
    Yes, express delivery options ranging from 1-3 days are available and can be selected at checkout.
12. How long do you take to prepare and dispatch an order?
    We prepare and dispatch orders within 1 working day, and in most cases, same-day.
13. Why are you charging me duties and taxes at checkout for my order?
    To speed up delivery and avoid unexpected customs fees upon arrival, we charge import taxes at checkout for certain countries.
14. What happens if I’m not at home when my order arrives?
    Delivery drivers will usually leave a note with instructions to easily arrange a redelivery at a more convenient time, free of charge. They often attempt delivery multiple times to ensure you receive your order.
15. Can I change my order after placing it?
    Yes, you can change your order before it’s dispatched. Please email us immediately through our Contact Page. Once dispatched, we cannot retrieve the order, and you'll need to place a new order and return the original through our returns portal.
16. How long will my order take to arrive?
    Delivery times vary based on the service selected at checkout. A delivery window will be displayed during the checkout process to give you an estimate.
17. Why is my package taking longer than expected?
    While delays are rare, they can happen due to bank holidays, weather conditions, random customs checks, and other unforeseen factors.
18. What happens if I refuse the delivery of my order?
    If you refuse delivery, and the package is returned to us, we may issue a partial refund, deducting the delivery costs associated with that shipment.

Returns

20. How many days do I have to return an item?
    We offer a 100-day return policy for refunds and exchanges.
21. Can I send you products for repairs after the warranty period has passed?
    Yes, if your product is accidentally damaged or develops a fault after years of use, we’re happy to repair it and help make it right again.
22. Can I cancel my order?
    Yes, you can cancel your order before it has been dispatched. Once dispatched, you'll need to wait for delivery and then return it through our Returns Portal.
23. How do I return an item?
    Returning an item is easy! Simply visit our Returns Portal and start your return process there. You'll find plenty of options to make it smooth and hassle-free.
24. Do I need proof of purchase to send back a return?
    We may occasionally ask for proof of purchase if we can’t locate your order in our system.
25. Do I have to pay for the returns?
    Yes, you are responsible for the cost of returning an item unless we sent the wrong item. In such cases, we will reimburse you for the return shipping costs.
26. How do I get a refund?
    Request a refund through our Returns Portal, follow the instructions, and send your product back to us. Once we receive and inspect it, we’ll issue your refund to the original payment method.
27. How long does it take for a refund to reach my account?
    Refunds typically appear within 5 business days after we’ve processed them, depending on your bank.
28. Will I be notified when the refund is issued?
    Yes, we will notify you by email or phone once your refund has been processed.
29. What happens if I send back a used item?
    We do not accept returns of used items. If you send back a used item, we will return it to you at your own expense.
30. What happens if I send an item back without prior authorization?
    Returns must be authorized by us. Unauthorized returns will be sent back to you at your expense. Please follow our Returns Procedure for proper returns.
31. What happens if I send my return to a different address?
    Please follow our return instructions carefully. Returns sent to incorrect addresses cannot be processed or refunded.
32. What happens if I have a faulty item?
    In the highly unlikely event that your goods develop a fault, email us immediately with photos of the issue. We’ll assess the situation and do our best to make it right.
33. Do I pay delivery charges on faulty items?
    No, if your return is due to a fault, we will provide a prepaid return label or reimburse your return shipping costs.

Warranty

34. How long is the warranty valid for?
    Our limited warranty is valid for 2 years from the date of receipt. Please note that any self-alterations or third-party repairs may void the warranty.
35. What happens if my product develops a fault after the warranty period?
    Please email us with pictures of the fault, and we will do our best to assist you.
36. Can I send you products for repairs after the warranty period has passed?
    Yes, we’re here to help! If your product is damaged or develops a fault after years of use, we’re happy to repair it for you.
37. What can you offer me with the warranty of my product?
    Depending on the situation, we may offer a repair, a full or partial refund, an exchange, store credit, or a voucher.
38. What is covered by the warranty?
    Our warranty covers any material or craftsmanship faults.
39. What is not covered by the warranty?
    The warranty does not cover misuse, neglect, normal wear and tear, accidents, exposure to extreme conditions, or malicious damage.
40. Do I pay for postage if I am returning something to you under my warranty?
    No, we will provide a prepaid return label or reimburse your return shipping costs.

Sales & Discounts

41. Does your store offer any coupons or promotions?
    Yes! Sign up for our newsletter and receive 10% off your first order. Be the first to know about new releases, special offers, and exciting updates. We promise not to spam you!
42. Are the prices shown the final total price of the product?
    Yes, if you see a discounted price, that’s what you will pay—no hidden fees.
43. Can I use more than one discount code at a time?
    Unfortunately, our system only allows for the use of one discount code per order.
44. Do you offer discounts for large or promotional orders?
    Yes, please email us and we’ll be happy to create a special offer for you.

Corporate & Promotional Orders

45. Do you offer discounts for corporate, large, or promotional orders?
    Yes, we do! Email us with your details, and we’ll provide a tailored offer to suit your needs.
46. How long does it take to receive an offer for a large or promotional order?
    Depending on the complexity of your request, we may take anywhere from 1 hour to 1 business day to send you an offer.
47. Are large or promotional orders customizable?
    Yes, we can customize products by adding or removing details, changing colors or materials, adding logos, and even creating new products from scratch based on your specifications.
48. Can I order some of your products with my logo or employee names?
    Yes, this is very common! Email us with your project details, and we’ll ensure it’s perfect for your occasion.
49. Can I order products designed by me for a one-off occasion?
    Absolutely! Send us your drawings or specifications, and we’ll provide a proposal tailored to your needs.
50. Do you have a minimum order quantity?
    Not really! We accept orders of all sizes, from small businesses to large corporations across the globe.
51. Do you only work with big corporations?
    No, we work with customers of all sizes, including luxury hotels, big tech giants, wedding planners, banks, solopreneurs, startups, HR departments, chefs, small marketing agencies, and more.
52. How long does it take to make large or promotional orders?
    Depending on the complexity of your order, production can take anywhere from 1 day to 4-6 weeks.

Privacy Policy

53. How do you protect my personal information?
    Your personal information is safe with us. We protect it according to our Privacy Policy and only use it to process your orders, returns, and refunds.