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FAQ - Frequently Asked Questions

Delivery & Shipping

Will my order be sent again if the first delivery attempt failed due to an incorrect delivery address?

It is the responsibility of our customers to provide us with the correct delivery address when placing an order. If the address provided is incorrect and the shipment is returned to us, it is up to the customer to place the order again. In this case, the customer will be responsible for the cost of the second delivery. 
However, UPS will attempt delivery up to three times before the package is returned to us.
If you would like your order to be resent, please contact us at info@gusti-leather.co.uk
How long is the delivery time?

Delivery within Austria takes place within 2-4 working days after payment is received. Shipments to other European countries take 5-7 working days. Shipping for engraved items (when choosing the engraving option) usually doesn't extend the delivery time but may take 1-2 working days longer. 
For larger letters, delays may occasionally occur, which Gusti Leather unfortunately has no control over.
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.
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.
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.

Payment Methods

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.
This option is provided by Payolution. Please note that a credit check is required! When purchasing by invoice, we will deliver the ordered items conveniently to your home, allowing you to inspect the goods at your leisure. You will receive an invoice from us, and you are required to pay by bank transfer within the period stated on the invoice. If you wish to return an item, simply deduct the value of the returned item from the invoice amount and transfer the difference. Please remember that we retain the shipping costs in the case of a return.
If you choose the bank transfer payment method, we will send you our bank details along with the order confirmation via email. The invoice amount can be transferred to the specified account within 14 days, quoting the order number as the payment reference. With a SEPA transfer, it takes a maximum of one working day, and with payment by submitting a transfer form at your bank, it takes a maximum of two working days for the payment to reach us. Once we have received the payment, your delivery will be dispatched as soon as possible (usually within 24 hours). If you are not satisfied with your product and wish to withdraw, the amount will be credited back to the bank account from which you made the transfer.
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.
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.
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.
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.
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.

Returns / Exchanges / Repairs

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.
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).
Wer trägt die Rücksendekosten bei einer Reklamation? 
Prinzipiell kann jede Reklamation nur nach vorheriger Absprache mit dem Kundensupport entgegengenommen werden. Bei einer Reklamation tragen wir die Rücksendekosten. Dafür ist der beiliegenden Retourenschein zu nutzen. Wir bitten darum, dieses Angebot wahrzunehmen und das Paket nicht selbst zu frankieren! Falls es nicht genutzt wird, können wir die Rücksendekosten leider nicht erstatten.
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.
Kann ich die Ware unfrei zurücksenden? 
Bei unfreien Sendungen entstehen Annahmekosten in Höhe von 15 €. Daher werden Pakete, die unfrei versendet wurden, von uns nicht angenommen. Wir bitten darum, die Rücksendung ausschließlich über den Retourenschein oder aber in Eigenleistung abzuwickeln.
Wie erhalte ich ein Retourenlabel?
Du möchtest einen oder mehrere Produkte Deiner Bestellung an uns zurücksenden? Hier kannst Du eine Retoure für einzelne Produkte in Deiner Bestellung aufgeben. Wir finden es zwar sehr schade, dass Du Deinen Lederliebling retournieren möchtest. Gerne helfen wir Dir aber weiter. 

Unseren Retourenportal findest Du hier: KLICK 

Bitte beachte, dass Artikel mit Gravur nicht zurückgesendet werden können, da hier kein Widerrufsrecht besteht.
Should I return the item to Amazon or to Gusti Leather?

It depends on where you purchased the item. Products bought through Amazon must be returned to Amazon. At Gusti Leather, we only accept returns for items purchased through our website.
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.

Special Orders / 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.
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.

Care Tips

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.
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.
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 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.

Sonderposten

Was sind Sonderposten-Artikel? 
Sonderposten-Artikel sind neuwertige Artikel, die mit Fehlern behaftet sind. Im Angebot wird auf den bestehenden Fehler hingewiesen. Leider können wir keine Auskunft darüber geben, wo an dem Produkt und in welchem Umfang der Fehler besteht.

Ausnahme: In einigen Sonderposten-Angeboten sind zusätzliche Sonderposten-Videos eingefügt. Hier können die Fehler des Artikels genau dargestellt werden.

Refunds & Discounts

How do we deal with VAT?
Our online selection is exclusively for private individuals. We do not sell to commercial clients.
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.
Can I get a discount if I am a dealer/shop owner?
No, we no longer offer dealer discounts. We apologise for this inconvenience.
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.
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