FAQ - Frequently Asked Questions

1) Delivery & Shipping

Order Dispatch

How quickly will my order be dispatched?

 

Your order will be dispatched as soon as we have received payment for it. For PayPal and SOFORT payments, dispatch will occur directly after the order has been placed. For bank transfer payments, dispatch will occur as soon as payment has been successfully received by us.

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Tracking

How can I track my order?

 

In the dispatch confirmation email, which you will automatically receive, you will find details regarding delivery. The tracking number, name of the delivery company and expected delivery date are included.

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Delivery Address

Can I choose any delivery address?

With the delivery address, it is also possible to specify packing stations, parcel shops or postal branches.

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Delivery Time

When will my order be delivered?

 

Your order will normally be delivered within 5-7 working days after shipment. Delivery of engraved items will require an additional 1-2 working days.

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Failed Delivery Attempt

Will my order be sent again if the original delivery failed because of an incorrect address?

 

Our customers are responsible for entering the correct details when ordering. If the delivery address we receive is incorrect and the order can then not be successfully delivered, it is the customer’s responsibility to place a new order. Any additional costs incurred are also to be covered by the customer.

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2) Payment Methods

Payment Options

How can Gusti Leather products be paid for?

 

There are several payment methods available to Gusti Leather customers:

  • Pre-payment / bank transfer
  • PayPal
  • Credit Card
  • SOFORT Transfer
  • Payment on account via Klarna 
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Bank Transfer

If you decide to pay by bank transfer, we will send you our bank details with the order confirmation. The invoice amount must be transferred within 14 days to the bank account details stated in the email. When we have received the payment in full, the order will be dispatched. Please note: the order will not be dispatched until we receive the payment in full. If you are not satisfied with your product and cancellation occurs, the amount will be credited to the bank account from which you made the transfer.

 

 

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PayPal

Payment using the online system PayPal can be selected at the checkout. A separate, valid PayPal account is required and the customer will be automatically forwarded to the PayPal site at the checkout stage.

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SOFORT Transfer

The SOFORT Transfer works like a normal online transfer at the bank. The payment process for an online purchase is operated directly through your personal online banking account. The payment form, which is not accessible for the merchant, is automatically forwarded to you after the order has been completed. The automated transfer is executed real-time by your online bank account. The purchase amount is transferred immediately and directly to the merchant's bank account. You must enter your data to complete the order.

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Credit Card

You can also easily and safely pay with credit card. We accept European cards with a Mastercard or Visa symbol. The order will be sent immediately after receiving payment. In case of refunds, for order cancellation for example, the credit card details from the original payment will be used.

Your credit card details will be encrypted using an SSL-Method. This highly secure system makes your credit card payment completely safe.

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Payment on account via Klarna

Purchase on account is a payment method where the company Klarna Bank AB (publ) handles the payment processing for Gusti Leder GmbH. The ordered goods are sent to the customer together with the invoice. The payment period is 14 days from the date of dispatch of the goods. Purchase on account via Klarna is offered in Great Britain, Sweden and Denmark.

Here is a short introduction: After you have placed the goods in the shopping cart and then entered your address, you will be taken to the next step of the payment method. Here you select "purchase on account" and accept the general terms and conditions. If the payment method "purchase on account" does not work for you, there may be mutiple reasons. If you place an order with "purchase on account", Klarna will carry out an identity and credit check. During this check three informations are verified: Your previous orders with Klarna, the amount of your selected order and the informations available from a credit agency. If the results of the check do not comply with Klarna's internal standards, the desired payment method cannot be used. Also a combination of various other factors may result in your order not being completed. If you are not able to complete your order by invoice, we recommend that you choose another payment method. If you have any further questions regarding payment with Klarna, you are welcome to contact Klarna customer support or read the FAQ'shttps://www.klarna.com/uk/customer-service/csc/pay-later/

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3) Returns / Exchanges / Repairs

When can I return an item?

When can I return a product?

 

The customer has the right to return items with or without reason within 30 days of purchase. These 30 days begin when the customer has received the final part of the order. Please note that articles with engraving cannot be returned. You can find further information about returns and cancellations here.

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Where should I return the item to?

Should I return the product to Amazon or to Gusti Leather?

If you place an order on Amazon, please check their Help Pages for further details and return the order to Amazon.

If you order from our Gusti Leather website, please click on the UPS tracking link that you received by email.

Then, once you are on the UPS website, please follow these steps:

  • click on "Return this package".
  • enter your email address then click on "Send".
  • you then have three options:
    • print the label at home
    • receive it by email
    • receive a code on your phone which will then be scanned at the parcel drop-off point

You can then take it to any UPS Access Point.
Please note that the return costs of £6,49 will be retained from the credit amount, except in the case of a faulty product.
If you have more questions, please contact Customer Support at: info@gusti-leather.co.uk

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Unpaid / Incorrectly Paid Postage

Unpaid/ Incorrectly paid postage

 

In the event that you do not use the return voucher, we will be forced not to accept it as the receiving fee is 15 euros. We therefore ask you to use exclusively the return voucher provided.

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Return Cost

Who covers the cost of a return?

 

Please use our return label. Returns will cost the same as shipping costs. If our return label is not used, we will not be able to cover the cost for the return.

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Exchanges

Can I exchange a product?

 

We do not offer exchanges, unfortunately. Of course, we accept products returned to us, if they are not suitable and as soon as we receive the product back, we will refund your money. In the meantime, we suggest to the customer to place a new order for the correct product - this reduces the waiting time for the customer to receive the new/correct product. Unfortunately, we cannot settle differences between amounts of differing orders

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Repairs

My Gusti Leather product needs repair. Shall I send it back? Who will cover the repair costs?

 

Please contact info@gusti-leather.co.uk and describe the issue, including photos where possible. In most cases, within 6 months of purchase, a repair will be suggested where Gusti Leather will cover the cost. If the purchase was made more than 6 months ago, or if there is a fault due to incorrect handling of the product, a service fee may be charged.

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4) Special Orders / Engraved Items

Engraved Products

Engraved Products

Can I order personalised bags and accessories from Gusti Leather?

Yes! We offer engraving on certain products. For products that can be engraved, an "Add Engraving" option is displayed above the "Add to Cart" button. If more than 10 engraved products are required, please contact Customer Service at: info@gusti-leather.co.uk for information regarding a bulk discount.

 

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Returning Engraved Items

Can I return an engraved item if I don’t like it?

 

Unfortunately not, since engraved items are specially produced to individual criteria.

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5) Care Tips

Care tips - Gusti Leather nature

What can I do to care for my Gusti Leather nature product?

 

Your Gusti Leather nature product can be treated with beeswax or sunflower oil. Just make sure that it is applied evenly and lightly. Try testing it in an unnoticeable corner first, as it can lead to a darkening of the leather.

 

My product has holes/ scratches on the leather - why is this?

 

We use the hides from free range goats in our Gusti Leather nature products. This means that the leather can have small scratches from the trees or bushes where they roamed, for example. This simply proves just how natural our products are.

 

Why does my product look different to the product on the website?

 

We work with different producers and small family-run businesses. This can therefore lead to variations in colour, tone, stitching and inner lining. Each product really is unique and any possible differences will be stated in the product description. Some of our products are also naturally dyed using poppy, saffron and indigo which can also lead to slight variations.

 

How can I protect my product from the rain?

 

Rain doesn’t usually have a negative effect on our leather products, however, we would suggest protecting the bag from any unnecessary rainfall or moisture.

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Care tips - Gusti Leather studio

What can I do to care for my Gusti Leather studio product?

 

For optimal care of your Gusti Leather studio bag you simply need to be aware of the type of leather the product is made of. Whether suede, smooth or rough leather, there is a care product to help each type of leather remain soft and supple for up to 50 years and these will be found in most supermarkets or shoe cobbler shops. We also highly recommend using an impregnation spray adapted to the type of leather on the surface of the product as soon as it is unpacked.

 

Why does my product look different to the product on the website?

 

Our Gusti Leather studio products should not be too different from the photos shown on our website. However, leather is a natural material having individual characteristics which make each hide unique. If you have a comment about it, please let us know about it at info@gusti-leather.co.uk.

 

How can I protect my product from the rain?

 

Rain doesn’t usually have a negative effect on our leather products, however, we would suggest protecting the bag from any unnecessary rainfall or moisture and treating it with a care product adapted to the type of leather.

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Smell

What can I do to get rid of the smell of my leather product?

 

All Gusti Leather nature products are tanned and oiled using plant based materials. To reduce any unwanted smell, continuous use of the product is recommended: the smell should reduce or disappear within 14 days. A short-term solution is to apply a beeswax based product to the surface of the leather. For all products we also suggest lying a perfumed cushion/pillow inside the bag. Unfortunately, simply airing out the bag has proven to be ineffective.

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White Marks

What are the white marks on the surface of the leather?

 

In rare cases, white marks or spots can be seen on the leather of our Gusti Leather nature products. These are tallow marks (Ghee) which was used in the production process and can be very easily removed. We suggest slowly warming the leather and wiping it away with a clean, dry cloth.

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6) Refunds & Discounts

Refunds

How quickly will I get a refund?

 

We normally refund money within 5-7 working days after receipt of the returned item. We apologise for any inconvenience if the process takes any longer than this. In order to speed up this process, please always make sure that your data is correct and complete in the return form.

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Dealer Discount

Can I get a discount if I am a dealer/shop owner?

 

Yes. Dealers are very welcome to contact us at info@gusti-leather.co.uk to discuss whether a discount will be possible.

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Bulk Discount

Is it possible to have a discount on bulk orders?

 

In most cases we do not offer bulk discounts. However, please contact us at info@gusti-leather.co.uk if you wish to order more than 50 pieces of an article.

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