Frequently Asked Questions

 

How long does it take to get my order?

Made to Order:

Everything we make is crafted with careful attention to detail. Unless otherwise stated in the product description, all our goods are made to order. Our current lead time is 3-6 days.

  

Shipping by Country:

USA Shipping:

 - USPS First Class: Delivered in 4-8 days.

 Canada Shipping:

- Canada Post Expedited: Delivered in 3-9 days.

- Canada Post Xpresspost: Delivered in 2-3 days. 

International Shipping:

- Canada Post International: Delivered in 3-6 weeks.

Please note that the above shipping times are based on average delivery times we are currently seeing and are not guaranteed.

  

Can you mark my package as a “gift”?

No - we must ensure that any item we sell is not marked “gift” on a customs declaration form.

When a package is shipped internationally (outside USA or Canada), it may be subject to import taxes, customs duties, and/or fees imposed by the destination country.

As a seller, we are expected to be in compliance with the import laws and regulations of the countries we ship to. This includes accurately representing the contents of your package.

  

Are taxes and duties included in my order total?

Orders to the USA & Canada

Orders to the USA and Canada include all applicable import duties and tax in the price. No surprise charges before delivery. Orders to the European Union, Australia, International may require duties. Your order ships from Canada. International shipments are sent on a DDU (Delivered Duties Unpaid) basis. You may possibly be required to pay import fees and taxes to the courier before or on delivery, depending on your location and value of the order. For more information, please contact your local customs office.

  

What happens if I don’t pay the import fees and taxes on delivery?

In the rare case of any duties or tax to pay on delivery - if you decide to refuse the package, the cost of the return shipping and any applicable duties will be deducted from your refund.

 

My order was returned to sender?

You may have not paid the import duties or perhaps you were not at home for multiple delivery attempts? Unless we hear from you, your order will be refunded minus the shipping cost. 

The tracking number tells me the package was delivered but there's no sign of it?

Thanks for getting in touch. We would recommend checking with a neighbour, doorman or any areas on your property where the package could have been left by the delivery courier. If you have no luck, please let us know so we can look into the issue.

 

My package seems to be lost! 

If you think your package is lost in transit or undelivered after the expected delivery date, please reach out to us right away. After an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages.

 

How much does shipping cost?

USA - FREE over $55 or from $6.90, Express $34.90

Canada - FREE over $85 or from $10.90, Express $25.90

All other countries - from $35

You may be required to pay import duties for international shipments and tax before, on or after delivery.

 

Payment issues 

If you are having trouble placing your order on our website it could be because of one of the following factors:

1. You may need to authorise the payment with your bank before placing another order
2. You may need to check that your security code matches the number on the back of the card
3. You might have input a shipping address of a country we are unable to deliver to 
4. The billing address doesn't match the address registered to the debit or credit card

Unfortunately we are unable to help with technical issues relating directly to processing of card payments. Therefore we would recommend using an alternative payment method such as PayPal, where you will also be able to register to pay using your debit or credit card. Please note that when placing an order on our website the billing address should be the registered address for the debit or credit card used to pay at the checkout. We recommend using the same shipping and billing address, however if the order is a gift then it is possible to ship to an alternative address especially if the address is registered to your PayPal account. Once your order is complete we will send you a confirmation email.

 

Which currency am I buying in?

All of the prices on our website are in cad, you will pay in your currency. We give indicative prices on our product pages, however the order total in your currency depends on the exchange rate at the time of placing the order. Please note that all refunds are made in and are subject to exchange rates at the time of refund, not the time of purchase. 

 

The product I want is sold out

If the item you’re looking for has now sold out, please feel free to email us at hello@wilhelmandfriends.com and we'll try to give you an idea of when it will be available again.

 

Can I cancel my order?

Unfortunately we are unable to cancel or amend the products or details on an order. Although you may consider it an easy thing to update an order, once an order is placed a chain of events is automatically triggered behind the scenes, related to the shipping of the package.

 

Do you have a product warranty?

We endeavour to make goods that you can enjoy for a long time. We love if you use your product every day and we want it to be something you can't live without. But we also encourage you to take care of your Wilhelm and Friends goods and treasure them. Items that get heavy everyday use also wear down so they may need a small repair or clean now and again. In the unlikely event that something breaks within six months, please contact us immediately via  hello@wilhelmandfriends.com so we can determine what has happened and find a solution.

 

Wholesale availability?

Yes we offer wholesale pricing, please write us an email: hello@wilhelmandfriends.com 

 

Custom and personalized orders?

We welcome custom orders, please send us an email: hello@wilhelmandfriends.com, to get a quote.

 

Does the leather pictured look exactly like the product I will receive?

Please be aware that every roll of leather absorbs dyes differently and colouring might appear slightly different, than shown in our pictures. Finally, this is a hand-made piece; expect minor imperfections - this is what makes your product unique and gives it character.

 

What if the tracking information of the order states: return to sender?

The buyer is responsible for providing the correct shipping address. Please make sure that the address is complete and up to date. If the package is undeliverable due to an incorrect address, the package will be automatically returned to us. The return process might take several weeks. The buyer is responsible for the cost of reshipping. Please contact us to purchase reshipping service. If the order is returned to us due to an incorrect shipping address, no refund will be issued.

 

We accept returns

Contact me within: 3 days of delivery

Ship items back within: 7 days of delivery

 

We don't accept exchanges.

But please contact us if you have any problems with your order.

 

The following items can't be returned or exchanged.

Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:

Custom or personalized orders

Items on sale

 

Conditions of return.

Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

 

What are natural markings on leather?

We use full grain leather which is leather with the complete grain intact. The surface hasn’t been altered except, the hair has been removed. This leather can include natural markings such as scarring, blemishes, insect bites, branding and stretch marks. But these markings are considered the signature of fine leather goods. A common misconception is that these types of markings are “defects.” Instead, think of these as proof of natural origin. These markings incorporate the life of the animal. The absence of natural markings often means that the leather is of lesser quality. We do not consider natural markings a defect and embrace the unique nature of every animal hide we work with. There is a good chance your Wilhelm and Friends Leather product will have some form of natural marking on it.

 

Will my item look like the product pictures?

Please be aware that every roll of leather absorbs dyes differently and colouring may appear slightly different than shown in our pictures. Every monitor or phone screen is calibrated differently, exact colour cannot be guaranteed. Our products are shown through images and descriptions as accurately as possible. Finally, this is a handmade piece; expect minor imperfections - this is what makes your product so special.