FAQ - Frequently Asked Questions

1) Delivery & Shipping

Dispatch and Delivery

When will my order be dispatched and delivered?


Once we have received your order, we will usually dispatch it within 1 to 2 work days.


Delivery with UPS usually takes 2 to 7 work days and you will receive a tracking number so that you can track your parcel.

Shipping Partners and Tracking

Which shipping options are available?


We offer two shipping methods: UPS Parcel Shipping and Global Shipping with Deutsche Post. Our Global Shipping method is specifically for individual small, lightweight products. Parcels sent with Global Shipping are not insured and you will not receive a tracking number if you select this shipping method. You can see a list of prices for Global Shipping here.


If you select UPS Parcel Shipping, your parcel will be insured and you will receive a tracking number for your order.



How can I track my order?


If you have selected UPS Parcel Shipping as your shipping method, you will receive an automatic confirmation email once your order has been dispatched. In this email, you'll find the tracking number, expected delivery date, and a link to track your order. If you haven't received this email, please check your spam or junk folder.

Delivery Address

Can I choose any delivery address?

You can enter your home address, as well as the address of a package locker, parcel shop, or post office branch. Please ensure that you have entered the correct delivery address when placing your order, as the delivery address cannot be changed once the parcel has been sent.

If you notice an error in your delivery address once your parcel has been shipped, please get in touch via our contact form.

Please note that you are responsible for entering the correct delivery details when placing your order. If the delivery address we receive is incorrect and your order cannot be delivered, you will be responsible for placing a new order and covering any additional costs that are incurred.

I haven't received my order

What should I do if I don't receive my order?

If your order does not arrive within the specified time period, please contact our customer support team at info@gusti-leather.co.uk and give them your order number. Unfortunately, we cannot resend unclaimed or undelivered items. These items will be refunded (minus any handling fees).

This does not apply to engraved items as they have been personalised. If you have any questions, please contact our customer service team via email.


2) Payment Methods

Payment Options

How can I pay for my Gusti Leather items?


We have several payment options available:

      • PayPal
      • Credit card (Mastercard or VISA)
      • Payment on account via Klarna 
      • Amazon Payments
      • Apple Pay
      • Google Pay
      • Gift voucher
    • Please ensure that you have selected the correct payment method when placing your order to avoid any unnecessary delays in activating your order
    • If you do not receive a confirmation email about your order 24 hours after placing your order, please contact our support team. Your payment may not have been authorised or there may have been a technical problem.




Paying with PayPal

You can pay quickly and easily using PayPal. When you have placed your order, you will be redirected to PayPal. If you already have a PayPal account, simply enter your details and confirm your payment. If you do not have a PayPal account, you can open your own account or use a guest account option to confirm your payment. Once we have received your payment, your order will start making its way to you. If you wish to return your item(s), you will be refunded using the PayPal details provided.

Credit Card

Paying by credit card

You can pay using your credit card. We accept European Mastercard or Visa credit cards. Your order will be sent once we have received your payment. If you wish to return an item or cancel your order, you will be refunded via the credit card used to complete the order. We use SSL encryption to encrypt your credit card details to ensure that they are secure.

Payment on account via Klarna

Paying with Klarna

Klarna Bank AB (publ) handles the payment processing for Gusti Leder GmbH for all "Payment on account" purchases. You will receive the invoice with your item(s). You have 14 days to pay the invoice from the date on which your order is dispatched. Purchase on account via Klarna is available in Great Britain, Sweden, and Denmark.

This payment method works as follows: Once you have placed your item(s) in your shopping cart and entered your address, you'll be taken to the next step of the payment process. Select "Purchase on account" and accept the Terms and Conditions. If this payment method does not work for you, there could be a couple of reasons why. When you place an order using "Purchase on account", Klara carries out an identity and credit check. Three pieces of information are verified during these checks: Your previous orders via Klarna, the cost of your current order, and information available from credit agencies. If the results of this check do not comply with Klarna's internal standards, you cannot use this method of payment. This, along with a combination of other factors, may result in you being unable to complete your order. If you are unable to complete your order using this payment method, we recommend selecting an alternative method of payment. If you have any questions regarding payment via Klarna, we invite you to contact Klarna customer support or read their FAQs: https://www.klarna.com/uk/customer-service/csc/pay-later/


Amazon Payments

Amazon Payments

You can pay for your order using Amazon. Simply click the "Amazon Pay" button that's displayed in the shopping cart below your product(s). You'll be redirected to the Amazon login page. The payment and shipping information connected to your Amazon account will be used for your order. If you want to have your item(s) delivered to a different address, you have to change the address in your Amazon account.

Google Pay

Google Pay

Google Pay is a fast and easy way to pay using the credit card saved to your Google account. You can select Google Pay as your payment method when shopping online on our website. When you’re at the checkout, simply tap the Google Pay button as your method of payment and fill in the details required. Once your order is confirmed, your delivery will be shipped. If you cancel your order, you will receive a refund via your Google Pay account.

Apple Pay

Apple Pay

You can use Apple Pay to pay for orders on your iPhone or iOS device. Select Apple Pay as your payment method at the checkout. You’ll be directed to Apple Pay on your iPhone or iOS device once you have placed your order. Confirm your payment details and complete your purchase. Your items will be sent once we have received your payment. If you wish to return your item(s), your payment will be refunded via Apple Pay using the details you provided.

Gift Voucher

How do I pay using my voucher?

You can use your voucher at the checkout. Simply enter the code during the second step of the checkout process (payment method). Then click the arrow on the right-hand side to activate your voucher. You'll find more information on our info page: How do I redeem my voucher?


How do I know if my voucher has been redeemed?

The new price for your order will be displayed in your shopping basket and on your order confirmation.


Do I need to enter the voucher code exactly as it appears on my voucher?

Yes! Please enter the voucher code exactly as it appears on your voucher (including capitalised and non-capitalised letters).


Can I use my voucher more than once?

You can only use your voucher once.


Can I use multiple vouchers for the same order?

You can only use one voucher per order.


My voucher didn't work, what should I do?

Please check that you have entered the voucher code correctly (exactly as it appears on the voucher). If you have done this and the voucher still doesn't work, please contact our support team at info@gusti-leather.co.uk



3) Returns / Exchanges / Repairs

When can I return an item?


 When can I return an item?


You can return your item(s) within 14 days of purchase, with or without stating a reason for the return, starting from the date on which you receive the final part of your order. Please note that engraved items cannot be returned. You can find more information about returns and cancellations here.



Can I return all of the items from one order in the same parcel even if they arrived in multiple parcels?


Yes. Please complete all of the relevant return forms and return them with your parcel. Please note that engraved items cannot be returned as they are not covered as part of our cancellation policy.

Return Cost

How much does it cost to return a product?


Returns from the UK:


If you'd like to return one or more of the items from your order, please get in touch with our customer support team via email: info@gusti-leather.co.uk



You can return your item(s) for up to 14 days, after this period we can't create a return label and won't be able to refund your item(s). Customers will be responsible for paying any return shipping cost fees.



Where do I get a return label?



Do you want to return one or more products from your order? You can return individual items from your order here. We're sorry you want to return your item(s) but we're happy to help.


Please get in touch with our customer support team via email: info@gusti-leather.co.uk


Please note that engraved items cannot be returned as they are not covered as part of our cancellation policy.


Can I exchange an item in my order?


Unfortunately, we don't offer exchanges. If you're unhappy with your purchase, you can return your item(s). Once we have received the returned item(s), we will refund the purchase amount. In the meantime, you can order the new item(s) so you don't have to wait until we've refunded your order. Unfortunately, we can't offset the difference in cost of the item(s).



My Gusti Leather product needs to be repaired. Shall I send it back? Who will cover the cost of the repair?


Please contact info@gusti-leather.co.uk and describe the issue, including photos where possible.


In most cases, Gusti Leather will suggest a repair and cover the cost of the repair, within 1 year of the original purchase. If the purchase was made more than 1 year ago, or if there is a fault due to the product being handled incorrectly, a service fee may be charged. We do not provide a warranty for zips, so you will be responsible for any zip repairs.


We do not repair items at our warehouse in the EU, as this can be expensive for you and for us because of customs charges. Once we have inspected the damaged item via photos, we will offer a discount or local repair. This is decided on an individual basis. Please email us at info@gusti-leather.co.uk for more details.


4) Special Orders / Engraved Items

Returning Engraved Items

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


We do not accept returns for engraved items as they have been personalised.

Engraved Products

Can I order personalised bags and accessories from Gusti Leather?

Yes! You can personalise lots of our products. You'll know which products you can engrave because the "Add your personal engraving" box is displayed on the product page next to the product image.

Simply type the text you want to engrave onto the product into the "Engraving text..." box then click "Apply engraving". You can find out more about personalising our products here.

If you want to order more than 30 engraved products, please contact our customer support team via email at info@gusti-leather.co.uk for information about bulk discounts.

Please note that we do not offer engravings of logos or images. Engravings cannot be changed once the order has been placed.



5) Care Tips

Care tips - Gusti Leather nature

How do I look after my Gusti Leather nature product?


Your Gusti Leather nature product can be treated using beeswax or sunflower oil. Ensure that you apply a light, even coat. Test it on the corner of your item first, as it can darken the leather.


Why are there holes or scratches on the leather?


We use hides from free-range goats to create our Gusti Leather nature products. This means that the leather may have small scratches from the trees or bushes where the goats were raised, proving how natural our products are.


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


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


How can I protect my product from the rain?


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

Care tips - Gusti Leather studio

How do I look after my Gusti Leather studio product?


Being aware of the type of leather that your Gusti Leather studio product is made from is the first step in looking after it properly. There is a care product for every type of leather, whether it's suede, smooth leather, or rough leather, that will help keep your item soft and supple for years to come. You can find these care products in most supermarkets or shoe shops. We highly recommend using a waterproofing spray that's suitable for the leather on the product once you've unpacked it.



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


Our Gusti Leather studio products shouldn't vary too much from the photos shown on our website. However, leather is a natural material and each hide is unique. If you have any comments or questions, please contact us 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 suggest protecting the bag from any unnecessary rainfall or moisture and treating it with a care product suited to the leather type.


How do I get rid of the smell coming from my leather product?


All of our Gusti Leather nature products are tanned and oiled using plant-based materials. We recommend using your new product as much as possible to reduce the leather smell. The smell of the leather should go away within 14 days of using your item.


You could apply a beeswax-based product to the leather's surface as a short-term solution. We also recommend putting an anti-smell odor cushion in your new bag. Unfortunately, simply airing out the bag does not help reduce the smell.


White Marks

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


You may occasionally notice small white spots or marks on your new Gusti Leather nature product. These tallow marks come from ghee, which is used in the manufacturing process. They are easy to remove. We recommend slowly heating the leather and wiping it using a clean, dry cloth.


Please note that customers are responsible for any marks that occur due to handling our products incorrectly.


6) Refunds & Discounts


How quickly will I get a refund?


We normally refund the money within 14 working days once we have received the returned item. We apologise for any inconvenience if the process takes any longer than this. Please ensure you have provided the correct data in your return form to help us speed up the process.

Dealer Discount

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


 No, we no longer offer dealer discounts. We apologise for this inconvenience.

Bulk Discount

Can I have a discount on bulk orders?

In most cases, we do not offer bulk discounts. However, we may offer discounts on orders over £1700.

Please contact our customer support team at info@gusti-leather.co.uk if you wish to purchase more than 50 units of product.


How do we deal with VAT?

Our online selection is exclusively for private individuals. We do not sell to commercial clients.

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