Please note that due to the handmade nature of our products a standard 16 day lead time applies to all orders. Manufacturing only begins once a full payment is received and reflects positively in our bank account. Due to the unreliable nature of our postal service all of our orders are shipped using Aramex courier service nationwide. Upon dispatch you will receive a waybill/ tracking number. All prices exclude shipping fees.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Due to the personalised nature of our product we do not offer returns. To be eligible for a return, you must have received the incorrect product and your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please note that leather and animal hides are natural products. Therefore, slight markings, colour or pattern variations may occur. Eden & Co Quality Leather Goods Pty (Ltd) has tried there best to most accurately represent their products through the photographs on this website. Furthermore, sometimes we are not able to source the exact buckle or zip etc. represented in the product image. Should this be the case, you will be notified via e-mail and we will try our best to replace it with the closest substitute possible.
Additional non-returnable items include: Gift cards.
To complete your return, we require a receipt or proof of purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are incorrect, defective or damaged. If you need to exchange it for the same item or the correct item as per your original order, send us an email at firstname.lastname@example.org and the proceedings will be taken from there.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be e-mailed to you. Please not that our aforementioned standard returns policy conditions also apply to gifts.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will be informed of your return.
SHIPPING OF RETURNS
To return your product, you should mail your product to: Eden & Co, Doornfontein Plaas, Malmesbury, Western Cape, 7300.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable if the customer is dissatisfied with the product but no error was made by Eden & Co Quality Leather Goods Pty (Ltd). However, should Eden & Co Quality Leather Goods Pty (Ltd) have shipped the incorrect item to the customer, shipping costs for the return of the item will be carried by Eden & Co Quality Leather Goods Pty (Ltd).
We suggest using Aramex Store-to-Door Services at R99.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over R3000, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.