FAQ's
Materials & Craftsmanship
What materials do you use for your leather products?
We use high-quality leather for all our products. Our leather is selected for its durability, natural beauty and sustainability.
Are you products handmade?
Yes, our leather products are handmade by skilled artisans. We take pride in the craftmanship that goes into each piece.
Where are your products made?
El Salvador, Central America.
How do I take care of the leather?
Proper care is essential to prolonging the lifespan of your leather goods. We recommend using a high-quality leather conditioner periodically to keep the leather supple and hydrated. Avoid prolonged exposure to sunlight and moisture, and store your handbag in a cool, dry place when not in use.
Shipping & Tracking
Shipping time frames?
'Made to Order' purchases will take approximately 14 -21 days. All other products 10-14 days.
We will endeavor to deliver goods to your nominated address within the time frame indicated, we cannot guarantee delivery times during peak periods including Christmas. Orders may also be delayed where payment or address information requires verification or correction prior to dispatch.
Your order is our top priority and will be en-route at the earliest possible opportunity.
Postage & Handling Charges?
AUSTRALIA WIDE ONLY
Free standard shipping on all orders
$14.95 Express Shipping Option for shoulder straps only.
How do I track my order?
Once your item has been crafted, you will be notified via email when your order has been dispatched, the email will include tracking details. All orders are delivered via registered courier.
Please note ESPERiA & Co. cannot be held liable for lost or stolen packages.
Where are orders dispatched?
Orders are dispatched from our facility in Brisbane, Australia.
Where do you ship to?
We are currently unable to ship outside Australia.
Orders & Returns
What is your return policy?
You have 14 days from receipt of your order to return unpersonalised products.
Personalised/monogrammed products are final sale and cannot be returned or exchanged.
The merchandise must be unused, in its original condition and packaging with tags attached.
Contact our team at hello.esperiaco@gmail.com and let us know which items you will be returning. We will be send you an email containing instructions including return address. Please note item/s must be sent back within 14 days to be eligible for a refund/exchange.
Return postage is the responsibility of the customer.
My bag is damaged/faulty, what should I do?
Should you happen to receive your order with any fault or defect, you are required to notify us within 48 hours of receiving your purchase, this allows us to promptly address the issue. We will require a photograph of the faulty item via email to hello.esperiaco@gmail.com including your order number or name it was purchased under.
If reporting after this period, distinguishing between an inherent defect and any subsequent wear and tear becomes challenging, unless it is clearly a manufacturing fault.
Can I modify my order after it has been placed?
Please contact our team at hello.esperiaco@gmail.com within 24hrs of placing your order.
To ensure your beautiful creations reach you as swiftly as possible, orders are processed promptly. Once products reach the personalisation stage, we are unable to amend the order.
For a seamless experience, please review all details carefully before finalising your purchase.
Can I cancel my order?
Please contact our team at hello.esperiaco@gmail.com within 24 hours of placing your order to arrange an exchange or refund.
Please note if your order includes personalisation and your request is made after 24 hours, cancellation will not be possible.
Monogramming
How many letters can I choose for personalisation?
You may select up to 2, this is limited due to the size of the detachable tag.
Please note monograms may fade gradually through use. This natural change reflects regular wear and is not regarded as a manufacturing fault.
If my monogramming is incorrect—what should I do?
please contact us at hello.esperiaco@gmail.com with your order number and clear photos of the issue.
Our Team will assist you in resolving the matter.
Warranty
What is your warranty?
Our bags come with a 12 month warranty for manufacturing faults.
This warranty covers the failure of hardware, components or workmanship.
This warranty does not cover incidental damage or wear caused through standard wear and tear through product use nor does it include monogramming.
If within 12 months of purchase, your bag has a fault or issue that needs to be repaired, please contact our team.
ESPERiA & Co. reserves the right to reject or accept any warranty claims.
How do I make a warranty claim?
To submit a warranty claim, please send an email to hello.esperiaco@gmail.com with proof of purchase (order confirmation or receipt) and clear photos of the manufacturing defect.
If your claim is approved, we will offer either a replacement or a store credit. Refunds are not provided for warranty claims.
The warranty period starts from the original date of purchase.