Preguntas Frecuentes Y Políticas

Shipping

How long does it take to process my order?

All orders are processed within 2–5 business days after your order confirmation email (excluding weekends and holidays). You'll receive a shipping notification once your order is on its way.

How are shipping costs calculated?

Shipping charges are calculated based on your order's weight and destination, and are displayed at checkout before you pay.

How long does delivery take?

• Domestic (US): 5–7 business days after processing.
• International (EU): Typically 9–14 business days after processing.
• Local delivery: Available within 10 miles of Astoria, OR 97103. Free for orders over $100; $10 for orders under $100. Deliveries run weekdays 10am–4pm, and we'll text you on the day of arrival.

How do I track my order?

You'll receive a tracking number by email once your order ships. Please allow up to 48 hours for tracking info to become active. If your order hasn't arrived within the expected window, contact us at clewbayleathers@gmail.com with your name and order number.

Returns & Refunds

What is your return policy?

We accept returns within 30 days of delivery. Items must be unused, unworn, in their original condition and packaging, with tags attached. You'll need your receipt or proof of purchase.

How do I start a return?

Email us at clewbayleathers@gmail.com to request a return. Once accepted, you'll receive instructions on how and where to send your package. Return shipping costs are the customer's responsibility. Items sent back without prior authorization will not be accepted.

When will I receive my refund?

Refunds are processed only after we've received and inspected your return. Once approved, your refund will be issued to your original payment method within 10 business days. If 15+ business days have passed since approval, please contact us at clewbayleathers@gmail.com.

Are there items that can't be returned?

Yes — custom/personalized items, sale items, and gift cards are non-returnable. Damaged or defective items are handled case-by-case; contact us immediately with your order number and photos.

What if I'm in the EU?

EU customers have a 14-day right of cancellation or return for any reason, provided the item is in its original, unused condition with tags and packaging.

Custom & Made-to-Order 3D Prints

Can I order a custom 3D print?

Yes! We accept custom 3D print orders. Please allow 2–5 business days for processing before your order ships. Contact us at clewbayleathers@gmail.com to discuss your project.

Can I cancel or change a custom 3D print order?

Once production has begun, we cannot accept cancellations, changes, or refunds. Please review all details carefully before confirming your order.

What if my custom print arrives with a defect?

If there's a craftsmanship or material defect, we'll repair or replace it at our discretion. Contact us right away with photos and your order number.

Custom Leather Goods

How do custom leather orders work?

All custom leather items are handmade to your specifications. Before production begins, we'll share a design confirmation (sketch, mock-up, or written approval) for your review — production only starts once you've approved.

Are material costs refundable if I cancel?

No. Once materials have been purchased for your order, those costs are non-refundable regardless of changes or cancellations.

Will my leather item look exactly like the photos?

Leather is a natural material, so minor variations in color, grain, and texture are inherent to each piece. These are not defects — they're what make your item unique.

General

How do I contact you?

Email us anytime at clewbayleathers@gmail.com. We aim to respond within 1–2 business days.