Frequently Asked Questions
Q. Can I get an item from a previous collection that is no longer in store or online?
A. Yes of course we can redo a model from an old collection. Some leathers may not be available, however, but we have a wide selection at the workshop. Please contact us at email@example.com for more information.
Q. Do I have to pay the delivery costs for a return?
A. The customer is always responsible for the delivery costs for a return except for an error on our part on the item sent or on a manufacturing defect that we have not seen.
Q. I bought an item that does not suit me or that I do not like, can I get a refund?
A. Yes we offer return, exchange or a credit note. The only exceptions accepted are: if a product becomes out of stock during the processing of the order, or if it has a manufacturing defect that we have not noticed.
Q. I bought an item at a point of sale, can I come and exchange it in your workshop?
A. Unfortunately no, you must contact the store where you purchased it to see their return policy.
Q. Can I use a gift certificate as payment on an online order?
A. Gift certificates are usable at the workshop only and cannot be used to pay for your online purchases. If you are not willing to come to the workshop, please contact us at firstname.lastname@example.org
Q. Where can I find my tracking number for the delivery of my order?
A. Tracking numbers are available for shipping to Canada only. If you need a tracking number for an international shipment, please request it before finalizing the transaction so that the shipping costs are adjusted and the tracking number is generated. Once the preparation of your order is complete and it is ready to be shipped, you will receive by email your shipping confirmation on which you will find the tracking number. The tracking number will only be activated once the parcel has been taken over by the carrier.
Q. I live in Europe, will I be charged customs fees and taxes?
A. Yes. You are ordering a product that is made in Canada. The customs fees are calculated at the arrival of the package at the customs of your country. According to applicable international rules, customs fees and applicable taxes will be calculated at that time. Unfortunately, we cannot know this amount in advance. Please note that these costs, collected by the local authorities, are not reimbursable by Veinage.
Please keep all documentation relating to your payment of taxes and customs fees. These documents will be required by customs in the event of an exchange or repair of your product.
Q. How long does it take to prepare my order?
A. Order processing can take up to 3 working days, depending on the availability of the goods.
Q. What are the delivery times for my order?
A. Delivery times depend on the delivery address. A parcel can be delivered in 1-2 working days in large centers and take up to 10 working days days in more remote regions. For more details, write to email@example.com
Q. What delivery service do you use?
A. We use different delivery services. Our orders are either delivered by Canada Post in expedited service, or by Fedex, UPS, Canpar or Purolator. If you are not present during the delivery attempt, your package will be forwarded to the postal or service counter closest to you.
Q. I would like to repair a Veinage product, do you offer repair service?
A. Yes of course! We offer a repair service on all Veinage products. Write to us at firstname.lastname@example.org providing us with a photo of your item and the area to be repaired and we will be able to inform you of the prices and delays associated with the repair.
We will then be able to assess the feasibility and price of the repair and also provide you with the shipping instructions.
Any manufacturing defect occurring within the 3 month warranty period will be repaired free of charge. Proof of purchase is required for validation.
Q. How do I clean and protect my product's leather?
A. In order to properly maintain, protect and preserve the leather and the appearance of your accessory, it is recommended to treat it with a leather protector. We recommend a treatment at least 1 to 2 times a year depending on the need and your use. Since leather is natural skin, it needs to be hydrated and protected against water. Different products are available on the market, you can find them at any shoemaker or in the
most retailers of shoes and / or leather goods. It is essential to follow the directions and advice for use on the packaging of each product. Veinage uses several different types of leather in the manufacture of its accessories. Cow, buffalo, lamb, goat, pork leather. Oiled, waxed, suede, nubuck, etc. finish. Each type of leather requires different maintenance. Read the instructions for use on the care product carefully and always test a small, invisible part of your accessory before treating the entire surface. If you have any questions regarding the maintenance to do for your particular accessory, write to us at email@example.com and we will be happy to advise you. Veinage can not be held responsible for the choice of product or the maintenance that you will make of your accessory.