FAQ - Frequently Asked Questions
1) Delivery & Shipping
Can I choose any delivery address?
You can enter the address of a package locker, parcel shop or post office branch. Please ensure that the delivery address is correct. If the parcel is missing or has the wrong information, we cannot be held liable for its return.
When will my order be delivered?
Orders are usually shipped within approx. 5 to 7 working days for UPS or 10 to 15 days with Deutsche Post. Orders containing engraved items will require an additional 1 to 2 working days. Please note that there may be delays due to Brexit.
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 firstname.lastname@example.org 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
Paying with 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.
Paying by credit card
You can pay easily and safely using your credit card. We accept European Mastercards and Visa cards. Your order will be sent once we receive your payment. If you cancel your order and would like to receive a refund, we will refund the amount to the credit card that was used for the original payment. Your credit card details are encrypted using SSL, a highly secure system that ensures safe credit card payments. Please note that there may be a short delay in your order or you may receive a notification saying "order paid but not in our system", this is due to a technical error on the Payone side. If you do not receive a confirmation email from us with your order (please check your spam folder), contact us immediately so that we can activate your order. You can contact our customer support team at email@example.com and our team will be more than happy to help resolve your problem.
Paying with Klarna
Klarna Bank AB (publ) handles the payment processing for Gusti Leder GmbH for "purchase on account" transactions. The items you have ordered will be sent to you, along with the invoice. You have 14 days from the date that your items are dispatched to pay the invoice. "Purchase on account" via Klarna is available in Great Britain, Sweden and Denmark. Once you have placed your items in your shopping cart and entered your address, you will be taken through to the next payment step. During this step, you should select "purchase on account" and accept the general terms and conditions. There may be different reasons that the "purchase on account" payment method does not work for you. If you place an order using "purchase on account", Klarna will verify your identity and credit. Klarna checks three pieces of information: your previous orders via Klarna, the cost of your selected order, and information available from the credit agency. If the results do not comply with Klarna's internal standards, you will not be able to use this method of payment. A combination of different factors may result in your order not being completed. We recommend that you select a different payment method if you are unable to complete your order by invoice. If you have any further questions regarding payment with Klarna, please contact Klarna customer support or read the FAQs: https://www.klarna.com/uk/customer-service/csc/pay-later/ If you require any assistance, please contact our customer support team at firstname.lastname@example.org
3) Returns / Exchanges / Repairs
When can I return a product?
You can return your items 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.
4) Special Orders / Engraved Items
Can I order personalised bags and accessories from Gusti Leather?
Yes! We offer engraving on certain products.
On the product page of products that can be engraved, the "Add Engraving" option is displayed above the "Add to Cart" button.
If you wish to order more than 30 engraved products, please contact Customer Service at: email@example.com for information regarding a bulk discount.
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
6) Refunds & Discounts
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 firstname.lastname@example.org if you wish to purchase more than 50 units of product.