FREQUENTLY ASKED QUESTIONS
ORDERS
How do I know that my order has been confirmed?
As soon as you have completed a purchase, you will receive an order confirmation from us. If you cannot find it, please check your spam folder.
How long does shipping take?
Our logistics team usually packs our parcels within 1-2 working days. The delivery time for engraving takes a little longer. The delivery time varies greatly depending on where we send your parcel. In Germany, Austria and Switzerland we ship with GLS. More under shipping and returns.
I have already ordered my bag, can I have my initials engraved afterwards?
Unfortunately, engravings cannot be added retrospectively.
How can I change my order?
Simply contact us using this form, tell us what you would like to change and we will do our best to do so.
LEATHER
Why is the leather so special?
Our bags are made from premium cowhide. It is carefully selected and processed by experienced craftsmen. We chose cowhide because it meets our high standards of quality, durability and naturalness. It is both strong and supple, making it an excellent raw material for the manufacture of our high-quality products. We use leather in its most natural form - full-grain. This means that the leather is processed with all its layers in its full thickness. This averages 1.7 mm and is therefore thicker than the material used for most leather bags. It is characterized by its great resilience and naturalness. The hides used come from animals in the north of Pakistan.
The leather on my bag is lighter in color than shown on the website.
As leather is a natural product, all pieces of leather differ from one another and can have different color tones by nature. In addition, leather changes due to external influences. Exposure to a lot of sunlight dries out the leather and makes it lighter in color. Here we recommend our leather care products, which make the leather darker and more supple again.
Why does the color of my bag change?
Leather acquires a unique patina with frequent wear, which makes the leather darker. However, it can happen that your bag dries out over time, which you can recognize by the fact that the leather becomes rougher and lighter. In this case, we recommend our leather care product, which you can use to give your bag a new shine.
Can I remove the scratches from my bag?
You will quickly notice that it is possible to remove minor scratches by rubbing your finger or a cloth over the scratch. If you discover deeper scratches, we recommend spreading our color-neutral beeswax on the bag with a soft cloth. This will make the scratch disappear and protect your bag for future adventures.
How can I care for the leather?
Your new leather bag doesn't need any special care at first. The natural oils and waxes that are worked into our leather after the tanning process provide sufficient protection and make the leather supple.
To ensure that you can enjoy your Buckle & Seam product for as long as possible, we recommend treating the leather with our care products once a year.
If you see rough and dry patches on the leather, then leather care is urgently needed, and you can see exactly how leather care works here.
PRODUCTS
Does my bag come with a guarantee?
Yes, we offer a 2-year guarantee for every bag.
Can I have a look at your bags in a store?
Yes, find a store near you on our store page.no store near you? But you have a good recommendation? Contact us at service@buckleandseam.de.
How can I make my bag unique?
The natural product leather and the tanning of the skins alone make each bag unique. You can also choose between different linings for our bags. To make your bag unique, you can also have your initials engraved.
Are the travel bags suitable as hand luggage for airplanes?
Yes, the dimensions should comply with the usual guidelines for hand luggage as long as you do not exceed the weight specified by the airline in question (usually 6-10 kg). Nevertheless, you should check with the respective airline before each trip.
How are the bags made?
Our bags are made from carefully selected 1.1 - 2.3 mm thick cowhide that has been tanned as gently as possible. This creates a beautiful, matt surface that develops an individual patina over time and makes your bag unique. They are the result of a selection of excellent raw materials and their careful processing by experienced tanners and craftsmen with a love of detail. We only work with manufacturers who offer very good working conditions, which we personally check on a monthly basis.
Part of my bag has broken, what do I do now?
1. contact our customer service via the contact form.
2. we will send you a free return label, print it out and stick it on the package.
3. bring the package to your nearest DHL parcel store (you can find it here: https://www.dhl.de/paketshops)
4. as soon as the package has reached us, you will receive a notification from us regarding the further procedure.
RETURN
Can I exchange my bag?
Yes, we offer returns for all products without engraving. The product must be returned unused and with all accessories within 14 days. Buckle & Seam will pay for your return for products over 100€. The right to a free return expires if you use a voucher code.
How can I return my bag?
Please contact customer service for a smooth return.
When can I expect a refund?
As soon as we have received your return and carried out a quality check, we will arrange the refund. The refund will be processed via the payment method used for your purchase. As soon as the refund has been processed, you will receive a confirmation email. Depending on the payment method, the entire process takes up to 14 working days.
SHIPPING
Delivery time
Please note that some products have longer delivery times than others. Always check the delivery status on the product page to find out the estimated delivery time. With our free shipping service, you will usually receive your order within 2 - 3 days after the order confirmation email
Once your order has been shipped, we will send you a tracking code via email, which you can use to track the status of your order. It can take between 24 and 48 hours for the code to arrive.
Which shipping company will send my bag?
Within Germany, our parcels are sent with GLS or Hermes. If you live outside Germany, your parcel will be handed over to your national shipping company at the border and shipped from there.
How can I track my parcel?
As soon as we have handed over your parcel to GLS, you will receive a shipping confirmation containing a tracking code for your parcel. If you click on the link, you can track the journey of your bag. The provision of the code can take between 24 and 48 hours.
How can I change my shipping address?
As long as you have not yet received a shipping confirmation, this is not a problem. Simply use our contact form and let us know your new desired shipping address, which we will then adjust for you.
Billing addresses cannot be changed retrospectively.
PAYMENT METHODS
Which payment methods are available?
You can pay with the following payment methods: Master Card, American Express, Apple Pay, Google Pay, Visa, Paypal, Sofort Überweisung, Klarna (purchase on account, only possible for customers from Germany, Austria & Switzerland)
Can I purchase on account?
Yes, we offer purchase on invoice with Klarna, but only for customers from Germany and Austria.
Instant bank transfer
Please note that the entire order and delivery process via "Sofortüberweisung" takes longer than with other payment methods.