Frequently Asked
Questions
What is your return and refund policy?
We offer a 14-day hassle-free return policy. You have 14 days from the date you receive your package to request a return or exchange. To be eligible, your leather item must be unused, unworn, in its original condition, and packed in its original packaging with all tags attached.
How do refunds work if I paid via Cash on Delivery (COD)?
Since Cash on Delivery payments are collected in cash upon delivery, refunds cannot be returned in cash at your doorstep. Once we receive and inspect your returned item at our facility, we will issue your refund via bank transfer. You will simply need to provide us with your account details when initiating the return.
How do I initiate a return or exchange?
To start a return, please contact our support team at orders@utleathers.com or via WhatsApp at +447534081616 with your Order ID, proof of purchase, and a brief reason for the return. Our team will review your request and provide you with detailed instructions on how and where to send your package.
Who pays for the return shipping costs?
If the item is defective or incorrect: If you received a damaged product or the wrong item, we will cover the return shipping costs entirely or arrange a free replacement.
For change of mind or preference: If you are returning an item due to a personal preference (e.g., you prefer a different size or color), the customer is responsible for paying the return shipping fees.
How long does it take to receive my refund?
Once your returned item arrives at our warehouse, our quality control team inspects it within 2 to 3 business days. Once approved, your refund will be processed and transferred to your bank account or chosen payment method within 3 to 5 business days. You will receive an email or SMS notification as soon as the transaction is complete.
Can I exchange my item instead of getting a refund?
Yes! If you would like to exchange your wallet, belt, or bag for a different color, size, or article, let us know when initiating your request. If there is a price difference between the items, our team will assist you with settling the balance before dispatching the new item.
Are international orders eligible for returns?
Yes, international customers can return products within the 14-day window. However, please note that for international returns, shipping fees, customs duties, and import taxes are non-refundable and must be covered by the customer unless the returned item arrived damaged or defective.
What should I do if I receive a damaged or incorrect leather product?
We take immense pride in our craftsmanship, but if your item arrives damaged, flawed, or incorrect, please notify us within 48 hours of delivery. Send us clear photos or a short video of the issue along with your Order ID. We will prioritize your case and send out a fresh replacement immediately at no extra cost to you.