F.A.Q. - Frequently Asked Questions
FAQ - Listed below are some of the most Frequently Asked Questions by our customers and users. We'll update these on a regular basis.
Product Information
Why do you have a disclaimer for leather products?
All our leather products are handmade and unique. Whilst every effort will be made to emulate the product shown in the photograph, some variation is to be expected, e.g. slight variations in colors due to the differences in computer monitor calibrations, textures, patterns, styles of button, badge, etc. Even if all monitors displayed the same colors, due to the nature of the leather vegetable tanning process there will be slight variances in the look, color, or shading of each products appearance. Such characteristics are a typical feature of a natural and handcrafted product, and are not defects of workmanship. Such variations are part of the manual production process and not a valid reason for return.
What’s the ‘Vegetable Tanned Leather’?
Products made using Vegetable Tanned Leather are respectful of nature and humans.
Only original vachetta leather is used, treated using only traditional methods and vegetable tanning procedures. Plant extracts are the secret of the slow and natural process which maintains unaltered the properties of the leather, exalting its quality and fragrance. This guarantees individual features such as softness, warmth, resilience and durability over time.
Why should I choose a vegetable tanned product?
- most of the hide comes from the food industry, so no animals are killed just for their hide,
- no toxic substances are used, such as synthetic dyes, nickel, pentachlorophenol or chromium IV. Those substances are noxious for both nature and humans,
- most of the substances used during workmanship can be re-used for other purposes,
- no hide is the same as another: grain, tone, color, thickness and softness may vary, but aren't to be considered defects. On the contrary, they are a guarantee of natural and handcrafted features,
- Plant extracts contribuite to enrich and to give that unmistakable scent to leather,
- Leather improves with age. Without chemical substances, colors slowly alter, assuming slight tone variations. The hidden grain can come to the surface. It is enriched over time, gradually taking on traces of your experience in an unrepeatable way. The scent of it mixes with your own.
Can I order a product in a color not listed in your website?
If you wish a product but don't see your preferred color, then you can make a special request. If we have the color in stock and our Craftsman approves the exchange, then we can make the item for you with a small surcharge. We recommend you to contact us BEFORE finalizing your order and make the payment.
Do you offer custom made products?
Yes, absolutely. We are able to customize all of our products as you wish. Not only that! Our Italian craftsmen are at your disposal to create a new idea, a style all your own strarting from your ideas, your drafts. The only limit is your imagination.
Please note that custom made items cannot be returned unless we have shipped an item in error or if the item was defective when shipped. Please check the Return Policy in our Terms & Conditions.
What is the cost for special orders?
Each request is handled individually and a member of our team will be your contact reference, forwarding your requests directly to the craftsman that will make your special product.
Product Care
How should I maintain and clean my new product?
Depending on the nature of your product, maintenance and cleaning may vary. Please refer to the Product Care page.
Shipping & Handling
Why don’t you sell worldwide?
Keep in mind that you are facing small and unique realities of craftsmen who refuse to work in a ready-to-wear, serial perspective. Moreover, they have limited service capacity and they wouldn't be able to satisfy all the possible requests spread by the web. Thus, our website is really exclusive. Soon, it could be restricted to only USA, where we have headquarters and, as the business grows, it will work as a VIP club, where you can enter only by invitation. This would represent something different from the usual path, but also an obliged step to guarantee to our customers a product which can be titled as Authentic Made in Italy.
Which carrier do you use to ship?
Products will be shipped to you directly from Italy.
All goods are shipped to the USA using UPS with tracking.
Usually your product is delivered within 3/5 business days but we can’t be responsible for delays if your package gets stuck in Customs.
Why should I wait so long my product?
Please note that you’re buying an Italian product that will only being produced after your order has been approved. All items are unique and handmade by Italian craftsmen, so there’s a ‘production time’ before your item can be shipped. Leather products will be shipped to you directly from Italy in roughly 30 days from our acceptance of your order. We realize that this may be different from some other manufacturers in the marketplace, but this timeframe is necessary in order to create handcrafted items that are unique and “Authentic Made in Italy”.
Some kind of products, e.g. micro-mosaic jewels are one-of-a-kind items, usually already created. In this case they are ready to be shipped.
Can I check the status of my order?
You can check the status of your order simply by logging into your Yourmadeinitaly.com account using your username and password. There you will find all of your order details.
Will I have to pay Custom duties?
Duties and taxes are not included in the price of the products. When shopping on YourMadeInItaly.com, you are buying products that are made in Italy and shipped to you directly by our artisans located in Italy. The taxes may depend on where your order is being sent to, the type of products you bought, their value and the weight of the package. Different countries may have different tax policies regarding specific products. It’s always best to confirm this with your local customs authority.
What if I receive a damaged product?
Your new product is made in Italy by local craftsmen and women who are extremely skilled in their trade. We work hard with our craftsmen to ensure all of our products are free from any defects, however, on the rare occasions something might go wrong. If you open the package and the product is broken or defective, contact us within five calendar days after receiving an item. Yourmadeinitaly.com will replace the item at no cost to you.
What happens if my new product gets damaged during the delivery process?
UPS is one of the most secure carriers in the world. In the rare occasion that you receive a package that appears to be damaged on the outside or the seal is broken, refuse the package and note the damage on the bill of lading. Also if possible take a picture of the damaged package.
After you sign for the package you are responsible for damages and for filing all claims with the shipper. You must check for both internal and external damage before you accept delivery.
Why do you require ‘Proof of delivery’?
Due to the nature and value of our products, all packages require a signature. This could be uncomfortable if you are not always at home, but with tracking you can follow your item and schedule the delivery when you are most comfortable.
Returns & Exchanges
What is your Return Policy?
We approve returns only if we shipped an item in error or if the item was defective when shipped, and only if you contact us within five calendar days after receiving an item. Please check the Return Policy in our Terms & Conditions.
How much time does it takes to get the refund?
We refund your money immediately after receiving and inspecting the returned item.
Privacy and Security
How will my personal information be used?
The only personally identifiable information we collect about you is the information you provide to us yourself when registering an account, placing an order, submitting content or contacting us for any reason. We also collect anonymous information about aggregate site usage. This includes the statistics we gather about unique visits, repeat visits and page views are all based on IP addresses.
Yourmadeinitaly.com does not sell, rent or lend any personally identifiable information regarding its customers to any third party in ways different to those described in our Privacy Policy. Nor do we share your personally identifiable information with any other entities other than the necessary third parties in the processing of your order. For further information please check our Privacy Policy.