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When will my order arrive?

Different products have different production cycles. Please allow 1-10 working days to prepare the order from receipt to completion.


We are pleased to choose the fastest shipping method for delivery after checkout.

You can expect a notification with a tracking link as soon as the order leaves our warehouse.

How long does it take to hear back from customer service?

Our friendly and knowledgeable customer experience team is happy to assist you with any questions or concerns via email. We answer emailsMon-Fri 8:30am to 4pm PSTand you can expect a response within 24-48 hours on average. Holidays may increase response time. We are committed to answering every single inquiry with care, so we appreciate your patience! To get in touch, send an message including your name and order number (if you have one) on ourcontact page

My package says it has been delivered, but I cannot find it. What can I do?

When this happens, we find that most packages have either been delivered to a neighboring address or will arrive on the following day. If the package does not appear within a few days, please reach out via the contact form with your order number and/or tracking number on ourcontact page

Do you do custom projects? Can I make a small change to the design?

Our biggest advantage is that we can make modifications based on any of your designs. As long as you contact us, we can meet any of your needs. We are a true manual customization workshop for bags and cases, and meeting customer needs is our biggest driving force for progress! Chat with us

How about the quality of your products and do you provide free after-sales service?

We have a wide range of products, with cattle leather as the main material for bags and canvas and nylon as auxiliary materials. Both of them can provide non human damage within a year, and after verification, they provide free replacement for after-sales protection.". Digital goods and tool consumables do not provide after-sales service. Thank you for your understanding!

Can I edit or cancel my order?

Yes, we offer a 2-hour cancellation window! Cancellations can be made by the customer through the order confirmation page, order email confirmation, or order history page under youraccount

After 2 hours, your order will be in the hands of the fulfillment team and, at that point, we will be unable to accommodate cancellation requests. 

Changes, such as adding an item or choosing a different color, cannot be made to an existing order. If it has been less than 2-hours since the order was placed, feel free to cancel the order and reorder with the appropriate changes. 

Once you complete a cancellation, your payment method will be automatically refunded. Processing time for the refund to show up in your account will depend on your method of payment and your bank’s policies.

This is a gift—do I need to do anything to hide the cost from the recipient?

Since our items are often gifted, we never include inventory sheets or receipts in the package.

What forms of payment do you accept?

We accept AMEX, Apple Pay, Google Pay, MasterCard, VISA, Palpay, Shop Pay

How long does it take from placing an order to receiving the goods?

PDF digital products will be emailed within a maximum of 3 days.
Physical goods may vary depending on the time in different countries, and European regions typically receive goods within 20 days (including order processing time).
The United States and Canada usually receive the goods around 30 days after receiving the order.
Goods will be received within 15 days in Asia, and within 45 days in other regions.

Can I get free shipping?

We do our best to make our high-quality leather products as affordable as possible - regular sales when we can afford them! The fact is that most online companies are selling mass-produced products made from low quality leather. "They buy at such a low cost that they can deliver goods for free and make money.". What we can assure you is that when you purchase our leather products, they will be 100% pure cow leather and handmade, with a quality far higher than that of most other leather sellers. With a 50% discount on retail sales and other occasional discounts, we have lowered the price to the highest level we can achieve. Since we have not considered transportation costs in this pricing, we need to charge an appropriate fee (and we will also try to provide free delivery, so some goods will be delivered free, while others will charge a shipping fee because of their different costs). We use various means of transportation to find the most efficient route to our destination! We hope you can understand our context!

Can I change my delivery address once my order has shipped?

Please check the shipping address before sending the order to confirm it is correct. After sending the package, we will provide order tracking information. You can query the express company to change the delivery address. To ensure receipt of the package, please fill in the exact address at the beginning of the order to avoid any subsequent hassles.

Do you give an additional discount if I order a large amount?

If the quantity is large, we will provide you with some attractive discounts at the wholesale price. Before doing so, you need to contact us.

Why do some products ship faster than others? I placed two orders on your website and the newest order shipped right away. My first order hasn't shipped. Do I need to worry?

Each of our items have individual processing times, which means that some orders may ship out at different intervals during the quoted fulfillment window, and this is completely normal! We’re working hard on this open order and as soon as it ships you’ll receive an email with tracking information!

Can I add to my order or combine multiple orders?

We are unable to add items to an order or combine two separate orders. We encourage you to place one order for all of the items you had your eye on!

What is your exchanges & returns policy?

START MY EXCHANGE OR RETURN

In order to redeem or return, you must visit the portal linked below and complete the process within 15 days of delivery (this window is extended before and after holidays). To qualify for a return, your item must be unused and in a new state. Bags should be returned during transportation, stuffed with paper towels, and carefully folded with handles to avoid any damage. In some cases, only partial refunds (if applicable) may be allowed, such as items that are not in their original state, damaged, or parts that were lost due to non our error.
If you want to redeem an item or return it in exchange for store points, we will provide a prepaid return label. If you prefer a refund over the original payment method, your return will be charged a return shipping fee, which will be deducted from your refund. The original freight is not refundable.

What if something breaks? Do your products have a warranty?

All of our leather goods are guaranteed for life for manufacturing defects. If you believe that your leather item has a manufacturing defect, please email our customer service team at hello@portlandleathergoods.com with photos of the issue, as well as proof of purchase. Proof of purchase can be in the form of either a confirmation email or order number. Our company has been around since 2016 and we still see totes from that first year looking richer and more beautiful than ever! Specific details of our warranty are as follows:

Leather: We believe in the toughness and durability of full-grain leather. Our straps and leather hides should never break, tear or develop holes even around the area of natural character mark. We will be happy to replace your tote or the straps if this happens for the cost of shipping!

Hardware: Rivets, snaps, and metal hardware are guaranteed for the life of your item.  If something breaks within the first 6 months of use, let us know and we’ll set you up with a repair and cover your shipping charges. After that, simply cover the cost to ship your item to our workshop and we’ll cover the cost of materials, labor, and shipping back to you for up to two full years.  For products over 2 years old, we’re still happy to repair any broken hardware and will cover the cost of materials and labor, we just ask that you cover all shipping costs to and from our workshop. If you’d prefer to have the repairs done locally instead, let us know and we can send you the hardware you need for just the cost of a flat rate envelope!

Stitching: Whenever possible our team is happy to repair the stitching on your item.  If the stitching is faulty due to a manufacturing error, we will repair the stitching free of charge, or if the stitching cannot be repaired, we will replace your item within the first 90 days of purchase.  If the seam is coming apart due to wear and tear, we simply ask that you cover the shipping charges to and from our workshop so we can make the repair.  Unfortunately, internal seams are not always accessible and cannot be repaired. Take care not to over-stress these seams, so they can stay sturdy for years to come!

Zippers: Please note that zippers are not under warranty. Take care not to over-stuff your zippered item, as increased tension can cause zipper malfunction and tears in the zipper fabric.

FOOTWEAR:

These warranty terms do not apply to footwear purchases. If you are experiencing an issue with your new or recently purchased shoes, please reach out to customer service at

hello@portlandleathergoods.com

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Do you take orders for custom items or offer alterations to your designs?

Yes, we can modify its style, size, color, and embossed letters or logos and graphics, customize them based on your sketches or descriptions, and give it a new soul with your design. You can follow our YouTube account, and you can fully understand our technical capabilities.

Do I need to do anything to treat the leather when it arrives?

Since our leather is oil-tanned, you won't need to do anything to care for it at the outset. As you begin to use your bag, you'll notice that the leather will naturally condition itself from the inside out, developing a beautiful sheen and naturally buffing scuffs and scratches. After 6-12 months of use, you may notice that you'd like to condition the leather to restore its luster and buff out any dry spots or scuffs. We use theChamberlain’s Leather Milkin our workshop every day and are able to use it on even our lightest colors without any noticeable darkening. In our experience, the leather will look a bit darker when you first apply the conditioner, but will return to the original color when dry. Of course, take care to use a reasonable amount, as a super heavy coat may have different effects on the leather. Finally, some customers choose to add an extra waterproofing spray to their leather so it will better wick raindrops and moisture, but this is optional.

What is ''Full Grain'' Leather?

Full grain leather is the strongest and most durable available. It is real leather and the unique texture and natural imperfections from the cow's life have not been sanded, cut or shaved off. Full grain leather is SIX times stronger than buffed, upholstery, or 'genuine leather'. Rather than wearing out, full grain leather will naturally condition with use, developing a much sought-after patina and unique character over time. More common 'genuine leather' products available from large department stores have been stripped down and rebuilt with resins, waxes, and chemicals to make all 100,000 look identical. The best these mass-made products will ever look is the day you buy them! In contrast, your full grain Portland Leather Goods items will be stunning when you use them for the first time, and only increase in beauty with every day, becoming something you will treasure for a lifetime.

What is Vegetable Tanned Leather?

Vegetable Tanned Leather is a traditional method of leather tanning that has been used for centuries to preserve animal hides using tannins from wood and bark. 

The hallmark characteristic of Natural Vegetable Leather is the patina - the process of aging that gives your leather a rich glowing color and a striking sheen. Starting the moment you first carry your new bag it will begin to change and burnish, becoming uniquely yours.

What does Almost Perfect mean?

The difference between the Premium items and our Almost Perfect items is the number of natural character marks. All full-grain leather has some natural character marks from the cow’s life—bug bites, scratches, stretch marks, wrinkles and flaps. Almost Perfect often will have a mark that is slightly more obvious or will have a combination of the characteristics above. It’s also possible that the color was just a little off from the rest of the hides. Most people are very happy with their Almost Perfect purchase and appreciate the extra uniqueness! None of these "imperfections" will affect the integrity of the item—you'll still receive a wonderfully well-made product that will last a lifetime, and if you are not happy, it can still be returned or exchanged!

How do I clean the leather?

It’s always a sad day when spills and stains happen! There are some things you can do to remove or minimize the damage depending on the nature of the stain. 

For light duty cleaning like regular wear and small spills, we suggest Weiman’s Cleaning and Conditioning Leather Wipes! If the stain is more serious, such as ink or dye transfer from clothing, you may need more muscle like theLeather Care Kit by Furniture Clinicwhich uses a foaming action to get deep into the grain, or a multi-step process like Chamberlain's Restoration Leather Care Ensemble. If all else fails, please seek out a local dry cleaner as they’re likely to have experience in removing stains from porous materials.

For other stains, try a leather cleaner such as Chamberlain’s Leather Cleaner and follow the product instructions: Purchase Here

Note: if you plan on caring for the item yourself, make sure to spot-test any products in a hidden area, like the back of the inside pocket in case there are unexpected results.

If all else fails, or in the case of a more devastating stain, please seek out a local dry cleaner as they’re likely to have experience in removing stains from porous materials. 

My tote doesn’t look exactly like the one in the photo? Did you send me the wrong color?

We are always happy to review a photo of your tote to make sure that you received the correct color. In the overwhelming majority of cases, the tote is the correct color, however, as leather is a natural material and it is dyed in batches, there is a spectrum within any particular shade. This is more prominent in the brown tones, such as Cognac and Honey. We review and update our listing photos as frequently as possible to make sure the color we are sending out is represented as accurately as possible. Keep in mind that our photos are taken in either a bright studio or on the street using professional cameras, so your tote might not have the same vibrance when you open the box on your dining room table! Take your tote into natural light and if you feel the shade is off from what you expected, snap a picture for us to review and send tohello@portlandleathergoods.comalong with your order number.