FREQUENTLY ASKED QUESTIONS
ORDERS
How do i know that my order has been confirmed?
As soon as you place an order successfully, you will receive an order confirmation email. If you can't find it, please check your spam folder
How long does the delivery usually take?
Our logistics team will dispatch in stock items within 1-2 business days. If you order with engraving, the delivery time will take slightly longer. The delivery time by our courier varies depending on the delivery destination. Please visit our shipping page for more accurate delivery estimates.
I already ordered my bag, can I still add initials?
Unfortunately, engravings cannot be added later.
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 it.
LEATHER
Why is the leather so special?
Our bags are made from premium cowhide leather. 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 strong and supple at the same time, thus making it an excellent raw material for the production of our high-quality products. We use the leather in its most natural form - full grain.This means that the leather with all its layers is processed to its full thickness. This averages 1.7 mm and is therefore thicker than the material of most conventional leather bags. It is characterized by its great resistance and its naturalness. The hides are used from animals from the north of Pakistan.
The leather of my bag is lighter than shown on the website.
Since leather is a natural product, all leather pieces are different from each other and can naturally have different shades. In addition, leather changes due to external influences. When exposed to a lot of sunlight, the leather dries out and becomes lighter. Here we recommend our leather care products, which make the leather darker and smoother again.
Why is my bag changing color?
When worn frequently, leather acquires a unique patina, which causes the leather to become darker. However, it can happen that your bag dries out over time, as you can tell by the leather becoming 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 notice quickly that it is possible to remove smaller scratches by rubbing the scratch with your finger or a cloth. If you discover deeper scratches, we recommend that you spread our color-neutral beeswax on the bag with a soft cloth. The scratch will disappears and your bag is protected for future adventures.
How can I maintain the leather?
Your new leather bag does not need any special care at first. The natural oils and waxes that are worked into our leather after the tanning process provide enough protection and make the leather smooth. In order to keep your Buckle & Seam product as long as possible, we recommend that you treat the leather once a year with our leather care. If you see coarse and dry spots on the leather, then the leather care is urgently needed.
You can see exactly how leather care works here .
PRODUCTS
Is there a warranty for my bag?
Yes, we offer a 2 year international warranty for every bag.
Can I look at the bags in a store?
Yes, find a shop near you on our store page.
There's no store near you? But do 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 make each bag unique. You can also choose between different inner linings for our bags. To make your bag more unique, you can also have your initials engraved.
Are the travel bags suitable as hand luggage on 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 respective airline (usually 6-10 kg). Nevertheless, you should check again with the particular airline you are flying with.
How are the bags being produced?
Our bags are made from carefully selected 1.1 - 2.3 mm thick cowhide leather that has been tanned as gently as possible. This allows us to create 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 every month.
Part of my bag broke, what do I do now?
- Contact our customer service using the contact form .
- We will send you a free return label, print it out and put it on the package.
- Bring the package to your nearest DHL parcel shop (you can find it here: https://www.dhl.de/paketshops)
- As soon as we received the bag, you will receive a notification from us about what to do next.
RETURNS
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 pays 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 the refund?
Once we receive your return and carry out a quality check, we will issue the refund. The refund will be processed via the payment method used for your purchase. As soon as the refund has been initiated, you will receive a confirmation email. Depending on the payment method, the entire process takes up to 14 working days.
SHIPMENT
Delivery time
Please note that some products have longer delivery times than others. Always check the delivery status on the product page to know the estimated delivery time. With our free shipping, you will usually receive your order within 2 - 3 days after the order confirmation email.
As soon as your order has been shipped, we will send you a tracking number via email so that you can track the status of your order. The tracking number can be provided between 24 and 48 hours.
Which shipping company will my bag be sent with?
Within Germany our parcels are sent with GLS or Hermes. If you live outside of Germany, your package will be handed over to your national shipping company at the border and sent from there.
How can I track my package?
As soon as we have handed over your package to GLS, you will receive a shipping confirmation that includes a tracking number for your package. If you click on the link you can track your order. The tracking number can be provided between 24 and 48 hours.
How can I change my shipping address?
As long as you haven't received a shipping confirmation yet, this isn't a problem. Simply use our contact form and tell us your new desired shipping address, which we will then adjust for you.
Billing addresses cannot be changed subsequently.
PAYMENT METHODS
Which payment methods are available?
With us you can pay with the following payment methods: Master Card, American Express, Apple Pay, Google Pay, Visa, Paypal, Instant Bank Transfer (Sofortüberweisung), Klarna (purchase on account, only possible for customers from Germany, Austria & Switzerland)
Can I purchase on account?
Yes, we offer invoice purchase on account with Klarna, but only for customers from Germany and Austria.
Instant Bank Transfer (Sofortüberweisung)
Please note that the entire ordering and delivery process via “Sofortüberweisung” takes more time than with other payment methods.