Return & Refund Policy
Return & Refund Policy — Crafted by Hide
We want you to love every piece you receive. If something isn't right, we're here to make it right.
Return Window
You have 14 days from the date your order is delivered to initiate a return or exchange. Requests made after 14 days cannot be accepted.
Eligibility
Items eligible for return:
- Unused items in original condition — no scratches, scuffs, or signs of wear
- Items with all original tags, dust bags, or packaging intact
- Items purchased directly from craftedbyhide.com
Items that cannot be returned:
- Custom or personalized orders (monogrammed, engraved, or made-to-measure items)
- Items that have been used, conditioned, or treated after delivery
- Items returned without original packaging
- Items marked "Final Sale" on the product page
- Gift cards
Note on natural leather: Our products are made from full-grain leather — a natural material. Slight variations in grain, texture, and tone are not defects; they are part of what makes each piece unique. These characteristics are not grounds for a return.
How to Start a Return
- Email [hello@craftedbyhide.com] with your order number and the reason for your return.
- Our team will respond within 1–2 business days with a return authorization and instructions.
- Pack the item securely in its original packaging.
- Ship the item back using a trackable courier. We recommend keeping the tracking number until your refund is confirmed.
- Once we receive and inspect the item, your refund will be processed within 5–7 business days.
Refund Method & Processing Time
Approved returns are refunded to the original payment method within 5–7 business days of us receiving the item. Your bank may take an additional 7–10 business days to reflect the credit.
Refunds are issued to the original payment method. If you prefer store credit, let us know when you email us.
Return Shipping Costs
- Customer-initiated returns (change of mind, wrong size preference): the customer covers return shipping costs.
- Our error or defective items (wrong item sent, manufacturing defect): we will provide a prepaid return label at no cost to you.
Exchanges
We're happy to exchange an item for a different size or colour, subject to availability.
To request an exchange, follow the same return process above and note your preferred replacement in the email. If the exchange item is higher in value, you'll be charged the difference. If lower, the difference is refunded to your original payment method.
Damaged or Defective Items
If your item arrives damaged or with a manufacturing defect, please contact us within 3 days of delivery at [hello@craftedbyhide.com] with:
- Your order number
- A clear photo of the damage or defect
We'll send a replacement or issue a full refund — your choice — no return required in most cases.
International Returns
For international orders, the customer is responsible for return shipping costs, customs duties, and taxes incurred on the return shipment. We recommend using a tracked service, as we cannot accept responsibility for items lost in transit.
Gifts
If you received a Crafted by Hide item as a gift and would like to return it, we can offer store credit equal to the original purchase value. The refund will not be issued to the gift giver's payment method unless specifically requested by the purchaser.
To process a gift return, email us at [hello@craftedbyhide.com] with the order number (found on the packing slip) and a note that the item was a gift.
Contact Us
Email: [hello@craftedbyhide.com]
Response time: Within 1–2 business days, Monday to Friday