Return & Refund Policy

Last updated: July 31, 2026

Made-to-Order Items

Every leather product from The Parchment Leather is non-prefabricated and individually handmade after an order is placed. We select and cut the leather specifically for each order according to the customer’s chosen combination of product options, such as style, size, leather colour, hardware, strap, add-ons, and personalisation, where applicable.

For this reason, all made-to-order, custom-made, and personalised products are final sale. We do not accept returns, exchanges, or refunds due to a change of mind, personal preference, an incorrect option selected by the customer, or an item no longer being wanted or needed.

To the fullest extent permitted by applicable law, our products are considered goods made to the customer’s specifications and/or clearly personalised and are therefore excluded from change-of-mind cancellation or withdrawal rights.

For information regarding order cancellations, please refer to our separate Cancellation Policy.

Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded.

Damaged, Defective, Incorrect, or Missing Items

If your order arrives damaged, defective, incorrect, or incomplete, please contact us through our Contact Us page within 30 days of delivery.

Please include:

• Your order number

• A detailed description of the issue

• Clear photographs of the item

• Photographs of the shipping box, packaging, and shipping label where relevant

We normally respond within 1–2 business days and may request further information before confirming a resolution.

The 30-day reporting period helps us investigate order and shipping issues promptly. It does not limit any mandatory statutory rights that may apply.

Damaged or Defective Items

Once the issue has been reviewed and confirmed, we will provide an appropriate resolution, such as a repair or replacement matching the specifications of the original order.

If a repair or replacement is not reasonably possible, or where required by applicable law, we may provide an approved partial or full refund.

Missing Items

If an item is missing from your order, we will review our order, packing, and shipping records. Once the missing item has been confirmed, we will send the missing item at no additional shipping cost.

Incorrect Items

If you receive an incorrect item, we will review the order and photographs provided. Once the error has been confirmed, we will provide a prepaid return shipping label.

The incorrect item must be returned according to our instructions. Once the returned item has been received, we will send the correct item at no additional shipping cost.

Lost Shipments

If you believe your shipment has been lost, please contact us through our Contact Us page. We will open an investigation with the shipping carrier.

Shipping delays or a lack of tracking updates do not automatically mean that a shipment is lost. Once the shipping carrier has officially confirmed that the package is lost, we will remake and resend the original order at no additional cost.

A replacement will be provided for a confirmed lost shipment. A refund will not normally be offered where a replacement can be provided, except where required by applicable law.

Return Authorisation and Shipping

Please do not return any item without contacting us and receiving return authorisation. Unauthorised returns may not be accepted or refunded.

If we require an approved damaged, defective, or incorrect item to be returned, we will provide return instructions and cover the reasonable standard return shipping cost.

Returned items must include all original components and packaging where reasonably possible. Items must not have been used, altered, or further damaged after delivery, except where the original reported defect or shipping damage prevents this.

Refunds

Refunds are only provided where approved by The Parchment Leather or required by applicable law.

Where a return is required, the refund will only be considered after the returned item has been received and inspected. If approved, the refund will be issued to the original payment method within five business days.

Your bank, card issuer, PayPal, or other payment provider may require additional processing time before the refund appears in your account.

Shipping Charges, Duties, and Import Fees

Original shipping charges and expedited shipping upgrades are non-refundable, except where the refund results from an error by The Parchment Leather, the purchased shipping service was not provided, or a refund is required by applicable law.

If a full refund is approved because an item is confirmed to be defective, damaged, or incorrect and a repair or replacement cannot reasonably be provided, we will also refund the standard outbound shipping charge paid directly to The Parchment Leather for the affected item, where applicable.

Customs duties, import taxes, brokerage charges, carrier handling fees, and similar charges paid directly to a shipping carrier, customs authority, or government agency are not collected or controlled by The Parchment Leather and cannot be refunded by us. Customers may need to apply directly to the relevant carrier or authority for any available reimbursement.

Any sales tax originally collected directly by The Parchment Leather will be refunded where applicable as part of an approved refund.

Natural Leather and Handmade Variations

Leather is a natural material. Variations in grain, texture, colour, natural markings, and minor differences between individual pieces are part of its character.

Because every product is handmade, slight variations in stitching, shape, placement, and measurements may also occur. Colours may appear slightly different depending on screen and lighting conditions.

These natural and minor handmade variations are not considered defects, provided that they do not materially affect the product’s function, durability, or overall conformity with its description.

Exclusions

This policy does not cover:

• Normal wear and tear

• Damage caused by misuse, accidents, improper storage, or improper care

• Damage caused by water, chemicals, heat, excessive force, or unsuitable cleaning products

• Alterations or repairs performed by the customer or an unauthorised third party

• Changes in personal preference

• Minor natural leather or handmade variations as described above

Any separate product-specific warranty or repair service shown on a product page will continue to apply according to its stated terms.

If you have questions about an order or this policy, please contact us through our Contact Us page.