Frequently Asked Questions (FAQ)

GENERAL

1. HOW DO I BUY SOMETHING?

Step 1 – Register or Login to your Profile

Step 2 – When entering your relevant Shipping and Billing address details (Make sure to fill in all 4 lines under the Shipping/Billing details). Also, make sure the delivery address is available between 8:00 and 17:00 during weekdays as this is the time our couriers deliver.

Step 3 – Add the product(s) you are interested in into your cart.

Step 4 – Once ready, click “Checkout”.

Step 5 – Decide whether you’d like to pay via EFT or via card Online.

Step 6 – You are now a proud owner of a 22Leather product.

TIPS

If you are paying via Direct Bank Transfer (EFT), please make sure to send your proof of payment to sales@22leather.co.za so that we can process your order.
When entering the shipping address ensure that it is as detailed as possible to ensure a seamless delivery.

Please note that we cannot deliver to a P.O Box. If you would like it delivered to a PostNet or other postal service branch please make sure that they are aware of the delivery and will allow the delivery of your parcel.

2. I’VE JUST PLACED MY ORDER (YAY!), BUT NOW WHAT?

If you have decided to pay via EFT, you will receive an email confirming your order and that your order is now pending payment. Once Direct Bank Transfer has been made, you will only receive this email once the proof of payment is received and approved by our sales team. (Check your spam folder as they sometimes end up in there).

If you decide to pay via card online you will receive an email that your order is being processed.

Your order will be shipped to you within 5-10 working days from placing your order.
You will receive an email with tracking details as soon as your order is picked up by our trusted couriers. Once picked up your order should be delivered within 2 – 4 business days, depending on where you are located. (Please remember even though these days are posted we try our best to have our products shipped as soon as possible these are simply standard estimated times)

3. I AM HAVING TROUBLE WITH THE COURIER AND THE DELIVERY IS NOT GOING AS PLANNED

Your order is our responsibility until it is delivered to your door and you are completely satisfied with your order. We will do our absolute best to ensure that your package is delivered as soon as possible. If you are having any issues, please contact us rather than the couriers. We have direct contact with a team of couriers who will give direct guidance, so you don’t need to deal with call centers.

Please take note that we simply cannot guarantee that your parcel will be delivered at a certain time. We will coordinate with the courier as much as possible and try to meet your time, please rather give a 2-hour delivery window. If you are nervous that you may not be at home, rather add a place of work where someone will be at all times as your delivery address.

When tracking my parcel, it says that it is delivered but I do not have it. Ok wow, we know this can be scary but do not stress. The courier will be liable if they cannot trace the parcel and redeliver it to you.

4. I HAVE A QUESTION REGARDING MY ORDER, WHO CAN I CONTACT?

You can reply to any mail sent to you regarding your order and our sales manager will contact you asap.
You can also select “Contact us”. We will then come back to you via email within 24 hours.
Alternatively, you can contact our team by emailing sales@22leather.co.za

5. CAN I CANCEL MY ORDER?

If your order is not shipped yet, you can contact us, and we will assist with canceling your order and arrange for a gift card/refund.

6. WHERE CAN I FIND YOUR STORE?

Currently, we’re only an online store moment being.

7. DO YOU DO CUSTOM ORDERS?

Unfortunately, we are not able to assist with custom products at this time. We plan our production operations months in advance. You are more than welcome to give us your feedback on our products and ideas to improve them. We love to hear about new ideas and recommendations from you!

8. PERSONALISATION I.E. ENGRAVING

Unfortunately, we do not offer this service at this time.

PAYMENTS

1. WHAT PAYMENT METHODS DO YOU HAVE?

Either you can securely pay via debit or credit card online

or do a

Direct Bank Transfer (EFT)– Make your payment directly into our bank account and send the proof of payment to sales@22leather.co.za. Your order will only be shipped once the funds have cleared in our account.

2. HOW DO I KNOW MY PAYMENT WAS RECEIVED?

Once your payment is successful, you will receive an email confirming your order and stating that your order is now processing. Have a look in your spam folder as well, some of our emails end up in there sometimes.

SHIPPING

1. HOW LONG UNTIL I RECEIVE MY ORDER?

We try our absolute best to ship all orders within 5 -10 working days since your order is placed and paid for.
Once your order is picked up by our trusted courier, your order should be delivered to you within 2 – 4 days, depending on where you are located.
Major cities such as Johannesburg, Cape Town, Pretoria, and Durban should take 2 days to be delivered once shipped, outlying areas might take a day or two longer. If we do run into any unexpected delays, we will contact you.

2. CAN I CHANGE MY DELIVERY ADDRESS?

We can only change the shipping address if your order is not shipped yet. To change your address, please mail your order/invoice number and new address to sales@22leather.co.za or jono@22leather.co.za

CLEAN & CARE

1. I SPILLED SOMETHING ON MY BAG/HANDBAG/WALLET. WHAT NOW?

The most important thing to do is to treat it as soon as possible. Leather tends to absorb any liquid spilled on it and can stain the leather if not treated immediately. A slightly damp cloth could help if you don’t have any cleaning products available, depending on what has been spilled onto the item.

REFUND/ RETURNS/ EXCHANGES

We offer 15-day exchanges, and 14-day credit refunds for any product purchased. Returns/exchanges can be lodged by sending an email to sales@22leather.co.za.
Returns specifically exclude personalized products.
Where applicable, the product must be in its original packaging with all seals intact as at the point of sale.
The goods are unused and undamaged.
All returned goods are inspected to ensure that they are undamaged, unused, and in the original packaging.
22 Leather reserves the right to refuse a return if the product shows signs of use has been damaged or is not in the original packaging.