FAQs — Ivan Leathercraft

General Questions:

Q: What are your hours of operations?

A: Our office hours are Mon-Fri 8:30am-6:00pm (GMT+8) except holidays. Click here for store hours.

Q: Do you sell wholesale?

A: Yes! See our Business Program for additional information.

Q: Can you make custom orders?

A: Our company started on making custom products! We're here to help bring life to any custom projects. See our Custom Inquiry for more details.

Order/Shipping Questions:

Q: Is shipping fee included in your price?

A: Shipping fee is charged separately. We provide Global Flat Rate Standard, Express and Expedited shipping options. See Shipping & Delivery for additional information. Your order may be subject to Taxes & Duties according to the country's regulation which are not covered in your shipping costs.

Q: How do I track my shipment?

Tracking your shipment is easy! Simply go to our Order Tracking page, enter your tracking number or order number with email to find real-time tracking information. Please allow 24 hours for initial update.

Q: How do I get estimated shipping costs?

A: Shipping costs are automatically calculated at check out. Click here for additional shipping and delivery information.

Q: How long does it take for my order to ship?

A: Orders received by noon (GMT+8 ) on business days (Monday through Friday, excluding holidays) are packed and shipped the next day. Items ordered after noon (GMT+8 ) will ship the following business day. All orders will be processed within 48 hours.

Q: I have multiple orders, can you combine shipping?

A: Unfortunately we cannot combine two different orders. If you need to combine your order, we suggest that you cancel the original order and place a new one.

Q: What's your return policy?

A: We deliver quality products to our customers. If you're dissatisfied with your purchase or received defected products, please contact us for exchange or refund. See our Returns & Refunds policy for details.

Q: Why can't I use my coupon at checkout?

A: Promotions or discounts cannot be combined with other promotions or discounts. If your shopping cart contains discounted item(s), you won't be able to combine the order with additional promotional coupons or discounts. Expired coupon will not work at checkout.

Q: I can't find products in my shopping cart. What happened?

A: By default, items are stored in your shopping cart for 14 days. It is the cookies that retain these data, which means if you decides to clear your cookies, the content will be erased.

Product Questions:

Q: Do craft kits include tools?

A: Our craft kits are designed for all experienced-level crafters with options to purchase tools that fit your budget and needs. Simply select the kit(s) you like, purchase the basic tools from the “suggested tool list” or find wide selection of alternative tools, and follow the included step-by-step instruction to start making your project.

Q: Do you provide custom-order service?

A: Yes. We provide OEM service per customer’s designs and specifications. Send us a physical sample, photos or design, we will make it for you at the right price. (Minimum quantity and/or mold charges may apply.)

Q: How do I attach conchos to my project?

A: Most of the conchos we sell are referred to as screwback conchos. They have a center post with one screw for attachment. Larger and unique shaped screwback conchos may have multiple posts and screws. All conchos include the necessary screws and works well with leather up to 3.2mm~3.6mm (8 oz.~9 oz) in weight.

Don't See Your Question? Try Asking Here:

Leave us a message or call +886-2-8797-8271, Monday-Friday 8:30am- 6:00pm (GMT+8).