FAQ's
1. 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.
2. Are your products handmade?
Yes, our leather products are handmade by skilled artisans. We take pride in the craftmanship that goes into each piece.
3. Where are your products made?
El Salvador, Central America.
4. 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.
5. What is your return policy?
Since our leather products are crafted to order, they cannot be returned unless there is a manufacturing defect. Prior to adding to your cart, we kindly request that you ensure your satisfaction with your color selection during the customization process.
We can only offer an exchange/refund for 'Change of Mind' on woven straps and additional leather straps you purchased, provided:
- You contact our team at hello.esperiaco@gmail.com requesting a return/exchange within 14 days of receiving your purchase.
- The merchandise is unused, in its original packaging or tags attached.
You will be sent an email containing instructions on returning the item/s including our postal address. Once you have received the email, the item/s must be sent back within 14 days to be eligible for a refund/exchange.
Postage charges to return the products are the responsibility of the customer.
We may refuse to accept items returned if we identify an unreasonable or excessive return pattern and may also restrict or refuse future transactions from such individuals.
6. 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.
7. Shipping time frames?
'Made to Order' purchases will take approximately 30-35 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.
8. Postage & Handling Charges?
AUSTRALIA WIDE ONLY
Free standard shipping on all orders
$14.95 Express Shipping Option for shoulder straps only.
9. 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.
10. Where are orders dispatched?
Orders are dispatched from our facility in Brisbane, Australia.
11. Where do you ship to and from?
We are currently unable to ship outside Australia.
12. 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 caused through product use.
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.