Portlandleathergoods Customer Service Policy

At Portlandleathergoods, we craft our Handmade Tote Bags, Purses, Leather Journals, and Backpacks with care—and we extend that same care to every interaction with our customers. This policy outlines how we support you, from answering questions about your order to helping you care for your leather pieces, ensuring a smooth and satisfying experience.

1. Order Inquiries & Tracking

We want you to stay informed about your purchase every step of the way:

  • Order Confirmation: You’ll receive an email confirmation within 1 hour of placing your order (check your spam folder if you don’t see it!). If you need to update your shipping address, item details, or cancel your order, please contact us at [email protected] within 24 hours—once our artisans begin crafting your custom or made-to-order piece, changes may not be possible.
  • Tracking Information: Once your order ships (typically 3–5 business days for in-stock items; 7–10 business days for handmade-to-order pieces like personalized Leather Journals), we’ll send a tracking link to your email. If tracking doesn’t update after 48 hours, or if your package is marked “delivered” but not received, reach out to us immediately—we’ll work with our shipping partners to resolve the issue.

2. Returns & Exchanges

We understand that sometimes a piece might not fit your needs—and we’re here to help. Please note: Our leather goods are handmade, so minor variations in grain, color, or stitching are part of their unique charm, not defects.

  • Eligibility: Items can be returned or exchanged within 30 days of delivery if they are:
  • Unused, with original tags and packaging (e.g., dust bags for Purses/Backpacks, tissue paper for Journals).
  • Free of scratches, stains, or signs of wear (leather is delicate—please avoid using or testing the item if you think you may return it).
  • Exceptions: Custom or personalized items (e.g., monogrammed Tote Bags, engraved Leather Journals) are final sale, as they are crafted specifically for you.
  • Process:
  1. Email [email protected] with your order number, reason for return/exchange, and photos of the item (if reporting a defect).
  2. We’ll respond within 2 business days with a prepaid return label (for U.S. orders) or instructions for international returns.
  3. Once we receive and inspect the item (allow 5–7 business days for processing), we’ll issue a refund to your original payment method (please allow 3–5 business days for funds to appear) or ship your exchanged item at no extra cost.

3. Defects & Repairs

We stand behind the quality of our handmade leather goods. If you encounter a defect in materials or craftsmanship (e.g., loose stitching, faulty hardware) within 1 year of delivery, we’ll repair or replace the item free of charge.

  • Defect Claims: Email us at [email protected] with your order number, photos of the defect, and a description of the issue. We may ask you to send the item back for inspection (we cover return shipping for defect claims).
  • Leather Care & Long-Term Repairs: Even well-loved leather goods need a little TLC! If your piece shows signs of wear from regular use (e.g., scuffed edges, faded straps) after the 1-year warranty, we offer discounted repair services (e.g., re-stitching straps, re-conditioning leather). Email us for a custom repair quote—we’ll help extend the life of your Portlandleathergoods piece.

4. Leather Care Support

Leather ages beautifully with proper care—and we’re happy to share our expertise! If you have questions about cleaning your Tote Bag, conditioning your Leather Journal cover, or protecting your Backpack from moisture, email [email protected] for personalized tips. We also include a free leather care guide with every order, so you can keep your piece looking its best for years.

5. Contact Us

Our small, Portland-based team is here to help Monday–Friday, 9 AM–5 PM PST. We aim to respond to all emails within 2 business days (and often faster!). For urgent inquiries (e.g., missing packages, last-minute order changes), please mention “URGENT” in your email subject line.

Email: [email protected]

We value your trust in our handmade leather goods—and we’re committed to making sure you love your purchase, today and for years to come.

— The Portlandleathergoods Team