FAQ - Frequently Asked Questions

3) Returns / Exchanges / Repairs

When can I return an item?

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.

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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. We have updated our return procedure for our UK customers due to Brexit. If you ordered your item from our Gusti Leather website, please contact the customer support team at info@gusti-leather.co.uk for more information about the procedure.

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Unpaid / Incorrectly Paid Postage

Unpaid/ Incorrectly paid postage

 

Parcels sent without a tracking number or proof of payment (receipt) will not be refunded.

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Return Cost

Who covers the cost of a return?

 

Please contact our customer support team via email for information about returning your item: info@gusti-leather.co.uk. You will not be reimbursed by us for the cost of returning your item. However, you will be refunded the shipping costs.

 

 

Once you have contacted us about returning your item, we will confirm your return within the cancellation period (14 days). When requesting a return, please specify your reason, specific article number, and the order number for the item you are returning.

 

Once we have accepted the return, we will provide you with the address of our return partner within the UK. You should send the article to that address at your own cost which is non-refundable, and inform us of the tracking number. Once our return partner has received your returned item, we will get a confirmation of the receipt of the article and its condition.

 

We have guidelines in place that we use for quality checks of the returned items. We will then confirm the condition of the item and refund you the cost of the item based on the quality condition.

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Exchanges

Can I exchange a product?

 

Unfortunately, we do not offer exchanges. We will, however, accept products that are returned to us if they are unsuitable. Once we have received the returned item, we will refund you the amount you paid for the item(s). While you are waiting to be refunded, we suggest you place a new order for the correct product. This will help reduce the amount of time you will have to wait for your new product(s). We do not settle the difference between the prices of the correct and incorrect item(s).

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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 6 months of the original purchase. If the purchase was made more than 6 months 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.

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