Wear and tear or patina Accidental damage, misuse, or overloading Water, oil, ink, or extreme heat exposure Unauthorized repairs or modifications

Frequently Asked Questions

Q: What if I’m charged duties by mistake?

Email us at support@grainmarkleather.com with proof and we’ll reimburse the amount and handle it with customs.

Need help?

SHIPPING & DELIVERY

Do you ship internationally?

Yes, we ship worldwide (excluding Russia, conflict zones, and a few remote regions).

How long will it take to get my orders?

Orders are dispatched within 2–3 business days
Most orders arrive within 10 working day
98% of deliveries arrive within 5–15 working days

Where do you ship from?

Orders are shipped from Estonia (EU) or our workshop in Asia, depending on the product and your location.

How much is shipping?

We offer free tracked shipping on orders over $100. For orders under $100, shipping is calculated at checkout.

Will I have to pay customs or import taxes?

UK, EU, USA, Canada, Australia: No import duties or taxes — we handle those for you.
Other countries: Local customs or import fees may apply and are the buyer’s responsibility unless specified.

What if I’m charged duties by mistake?

Email us at support@grainmarkleather.com with proof and we’ll reimburse the amount and handle it with customs.

Can I ship to a PO Box?

Yes, we ship to PO Boxes.

What if my package is returned due to a failed delivery?

If the return is due to a courier or logistics company error, we’ll reship it at our own expense. However, if the customer missed pickup or refused delivery, a re-shipping fee will apply, or we can issue a partial refund excluding original shipping costs.

What if my package is damaged or missing items?

Take clear photos immediately
Email us within 48 hours at support@grainmarkleather.com
We will investigate and either replace or refund the item based on the findings and customer choice.

PRODUCTS & MATERIALS

What type of leather do you use?

We use Crazy Horse full grain leather, top grain leather, oil nubuck leather, and natural cowhide. These are premium leathers known for their durability and character.

Do you use suede?

Yes. Many of our items are lined with soft suede to protect your belongings and offer a luxurious interior finish.

Where are your products made?

All designs are created in Estonia and handcrafted in Asia by skilled artisans with years of experience.

Will my product develop a patina?

Yes. Our full grain leather develops a rich patina over time. Natural markings and wrinkles are normal. You can minimize visible marks by applying a neutral (non-color) hand cream and gently rubbing them in.

Can I personalize my item?

Some of our products offer personalization options. If you don't see a "Customise" button on the product page, email us at support@grainmarkleather.com and we'll let you know what's possible.

Are all items identical to the product images?

We photograph all products in natural lighting. Due to screen settings or leather variations, some small differences may occur.

RETURNS & EXCHANGES

What’s your return policy?

You may return any eligible item within 30 calendar days of receiving it. Items must be unused, in original condition and packaging.

How do I start a return?

Email us at support@grainmarkleather.com with your order ID and reason. We'll provide return instructions and the shipping address.

Do I pay for return shipping?

Yes. Return shipping and duties are the customer’s responsibility unless the item is defective or incorrect.

How long do refunds take?

Once the return is received and inspected, refunds are issued within 5–10 business days to your original payment method.

Can I return customized items?.

No. Custom or made-to-order items are non-refundable unless they arrive damaged or faulty

Do you accept returns without authorization?

No. Unauthorized returns will not be accepted. Please contact us first

What if I receive a faulty product?

Contact us within 72 hours of delivery with photos. Once confirmed, we will cover return shipping and offer a refund or replacement.

Do you support exchanges?

Yes. The easiest way to exchange is to return the item and place a new order once the return is accepted. The returned item must be unused.

Do you follow the EU 14-day cooling-off rule?

Yes. If you’re in the EU, you can return your item within 14 days for any reason. Items must be unused and in original packaging.

WARRANTY & REPAIRS

What warranty do you offer?

We offer a 1-year manufacturer’s warranty on all products. This covers defects in materials or craftsmanship.

What’s covered under the warranty?

Broken or detached straps/handles
Faulty stitching
Defective hardware (zippers, buckles)
Leather flaws unrelated to wear or misuse

What is not covered?

Wear and tear or patina
Accidental damage, misuse, or overloading
Water, oil, ink, or extreme heat exposure
Unauthorized repairs or modifications

How do I make a warranty claim?

Email support@grainmarkleather.com with your order ID, description of the issue, and clear photos.

Will you cover return shipping under warranty?

Yes, if your claim is approved.

What happens after the 1-year warranty ends?

We offer lifetime support. Reach out to us — we’ll do our best to help with repairs or guidance.

DISCOUNTS & PROMOTIONS

Do you offer a first-time customer discount?

Yes. Sign up for our newsletter and receive 10% off your first order.

Can I use multiple discount codes?

No. Only one code can be used per order.

Do you offer bulk or corporate discounts?

Yes. For custom or large orders, please email support@grainmarkleather.com with your requirements and we'll get back to you within 24 hours.