FAQ
Returns
What is our return policy?
We hope that this never happens, but if you are unhappy with your order, we will issue a refund for the purchase price of your product excluding GST and Shipping costs. We have a 14-day return/exchange policy from the time you receive your item(s). When returning products, they should be unused and in the same condition you received it in and be in the original or equivalent packaging. Once we have received your item(s) we will send you an acknowledgement email and inspect them for any signs of use.
When returning a product, please include an original/copy of the invoice as proof of purchase to make it easier for us to identify where the product has come from. For more information, please refer to our returns policy on our policies page.
When can I expect a refund on a returned product?
Refunds will only be given to products returned within 14 days of you receiving the item(s). Unfortunately, we are unable to provide a refund outside of this timeframe. A refund will normally take five days to process after we receive the returned items. For further information on our return policy, please refer to our policies page.
I’ve made a mistake on my order, what should I do?
We understand that sometimes mistakes are made so please contact us using the enquiry form on our contact page as soon as possible. We start crafting orders as soon as they are placed, so whilst it is unlikely that we will be able to make any changes or modifications after you’ve placed the order, we'll always do our best to help and we'll get back to you as soon as we can!If the item(s) is already in transit, you will need to initiate a return upon its arrival. Unfortunately, we are unable to issue returns or refunds on custom orders. please refer to our policies page for more information.
Shipping
Are there any international taxes, duties, etc. that I must pay?
Your order may be subject to VAT, import duties and/or taxes, which are levied once your package reaches your country.At Bear’s Leather, we ship all our packages DDU, “duties and taxes unpaid”.
We do not collect VAT, duties and/or taxes and cannot predict what your charges may be levied by your countries customs service. If you do incur these additional charges, they must be rendered for your package to clear customs. We are not responsible for any costs incurred once the package leaves our workshop.
For more information regarding your country’s custom policies, please contact your local customs office.
If your international order has not been received within 31 business days, please check the tracking information, consult your local customs office and contact us using the enquiry form on our contact page.
When will I receive my order?
We aim for you to receive your items within 2-4 weeks of you placing your order with us. Please refer to our shipping and handling policy for further information.
What should I do if I don’t receive my order?
When you purchase a product from Bear’s Leather, you will receive an order confirmation email from us. Your estimated delivery date is in your Order Confirmation email – please allow until at least this date for your order to arrive.
You’ll also be able to follow your order using the tracking number provided in the order confirmation email. Your tracking number will be able to provide up to date information on the status of your order.
If your estimated delivery date has passed and you haven’t received your item(s), please contact us and we will do our best to help you.
What do I do if I received a damaged order?
All damaged, defective, and incorrect items must be reported to us within 7 days of delivery using the enquiry form on our contact page.
Please provide your email to us, and we will send you a request email asking for photo(s) and a description of the damaged item(s) including the packaging.
Once we receive your return email, we will send you an acknowledgement email in return and assess the damage(s), once we have done this, we will be in contact with you and the shipping courier to find a solution.
Company Info
Where is Bear’s Leather located?
We are in Coogee, a small Eastern Suburb of Sydney, Australia.
Do you have a brick and mortar store?
We do not have a brick and mortar store. We are primarily an online store, we occasionally have stalls at craft fairs and farmers markets and are looking into pop up stores.
If my question isn’t answered here, how should I contact Bear’s Leather?
If you can't find the answer to your question, or if you have general comments or feedback, you can contact us at info@bearsleather.com alternatively you can also fill out our enquiry form on our contact page and we will get back to you as soon as possible.
General
Do Bear’s Leather engrave and/or emboss their products?
We do not offer these services and recommend if you would like this done that you take it to a professional laser engraver or embosser to carry out the work.
Can I custom order with Bear’s Leather?
We generally don’t offer custom orders, however, if there is a simple alteration, please contact us and we will see what we can do.
Do Bear’s Leather offer gift cards for custom amounts?
We offer a range of gift card amounts starting from $25 to $150, if you would like an amount outside of this range please contact us at info@bearsleather.com for more information.
Do Bear’s Leather gift cards expire?
Our gift cards do not have an expiration date, however, please be aware that all gift cards are non-refundable. For more information please refer to our policies page.
What is meant by “Out of Stock”?
This means that all of our ready-made products have been sold, however, we always keep stock of materials and will accept orders on out of stock items.
We offer access to a number of "buy now, pay later" services including Klarna, Afterpay and Zip. To learn more about the options with these companies, please visit there FAQ pages linked below.
Klarna: Learn more at klarna.com/au/legal/.