FREQUENTLY ASKED QUESTIONS

PRODUCTS

WHAT IS THE DIFFERENCE BETWEEN CARA AND SIERRA?

The cara is smaller (only 13’’ laptops fit in) also there is slightly less storage space. The big difference is that there is no handle attached to the Cara. We recommend either of the products if you are riding your bike to work, but be aware that our Sierra allows you to carry more accessories.

WHAT IS THE DIFFERENCE BETWEEN LINWOOD AND WILLOW?

Both offer a canvas shoulder belt, credit card, pen & phone (regular sized smartphones) leather compartments as well as one zipper pocket. However, the big difference is that the Linwood can be enlarged by loosening the straps on the side while Willow only has one size option. However, Willow offers a wide 270 degree Zipper that allows you to pack for any situation. Linwood is made out of less leather panels (any cut when manufacturing indicates a loss of value of the leather). Furthermore, Linwoods handles are longer so you can comfortably carry it on your shoulder.

HOW CAN I PERSONALISE MY BAG?

You can choose to engrave your initials on all our models. However, you can also decide between a range of different inner linings for our Business Bags Sierra & Cara as well as our Duffel Bag Willow. Sometimes we offer special editions with different inner linings for other bag for a limited amount of time

WHERE WILL MY INITIALS APPEAR ON MY BAG?

Your initials will be engraved on the lower left back side of your business bag or laptop sleeve, if you ordered a travel bag it will be engraved on the handle. You can check how it will appear on on the last photo of each product on the product pages.

HOW CAN YOU OFFER SUCH AFFORDABLE PRICES FOR HIGH QUALITY LEATHER?

By dealing with our manufacturers ourselves and selling online, we are able to shorten our supply chain and cut out players that would otherwise raise the price unnecessarily. Therefore, we can focus on the real important factors: leather and craftsmanship.

HOW ARE THE BAGS BEING PRODUCED?

We at Buckle & Seam work only with long established family tanneries who use the finest raw materials in order to create our beautiful products. While the majority of the world’s leather is tanned involving harmful chemicals such as Chrome VI, Lead and environmentally harmful chemical substances. Not only have we committed ourselves to using the highest quality materials to create our products, we are also committed to reducing the environmental footprint of our products as much as possible. Therefore, we chose to only use vegetable tanned leather that takes approximately 3 weeks from start to finish, and requires experienced craftsmen to create. Furthermore, We only work with trusted partners who comply with anti-child labour policies and guaranty fair working conditions for their workers.

CAN I GO TO A STORE TO SEE HOW THE BAGS LOOK IN REAL LIFE?

Unfortunately not yet. But we are working on it.

A PART OF MY BAG BROKE, WHAT DO I HAVE TO DO NEXT?

Please contact our customer service under [email protected]
Our customer service agent will guide you through the seaming less return process.

IS THERE A WARRANTY ON MY BAG?

Yes, we offer a 2 year warranty on our products.

ORDERS

HOW CAN I CHANGE MY ORDER?

Just shoot us an email to [email protected] and tell us what you want to change and we will do our best to accommodate your needs.

HOW DO VOUCHER CODES WORK?

You can insert your voucher code in the discount box on the checkout page, where you type in your personal and shipping information. Click on the “apply” button to see the discount applied and then proceed to choose your preferred payment method.

HOW DO I KNOW THAT MY ORDER HAS BEEN CONFIRMED?

As soon as you placed an order successfully, you will receive an order confirmation email. If you can’t find it, please check your spam folder.

I ALREADY ORDERED MY BAG, CAN I STILL ADD INITIALS?

Yes you can, as long as you haven’t received a shipping confirmation yet. Just write us an email with the initials of your choice to [email protected]

PAYMENT OPTIONS

WHAT PAYMENT OPTIONS ARE OFFERED?

We offer the following payment options:
American Express
Master Card
Visa
Paypal
Sofort Überweisung

Payment via invoice are serviced by Klarna and are possible for customers based in Germany, Austria or Switzerland

CAN I PAY VIA INVOICE?

Yes, we offer payment via invoice by klarna, but only if you are based in Germany, Austria or Switzerland.

HOW DO I KNOW THAT MY ORDER HAS BEEN CONFIRMED?

As soon as you placed an order successfully, you will receive an order confirmation email. If you can’t find it, please check your spam folder.

SHIPPING

EUROPE

Please note that some products have higher lead times than others. Always check the ‘Delivery’ status on the product page to see the expected delivery timeline.

We offer free DHL Standard shipping with a delivery time of 3 to 5 business days.

Once the parcel has been shipped you will be provided with a tracking code via email. Please allow 24-48 hours for your tracking details to update.

INTERNATIONAL

Please note that some products have higher lead times than others. Always check the ‘Delivery’ status on the product page to see the expected delivery timeline.

We offer free DHL Standard Worldwide shipping with a delivery time of 5 – 10 Business Days.

Once the parcel has been shipped you will be provided with a tracking code via email. Please allow 24-48 hours for your tracking details to update.

CUSTOMS, TAXES, DUTIES & FEES

Shipping internationally in most cases is not an issue at all and will result in no additional fees. However, the following needs to be read and understood before ordering from our website.

When ordering from buckleandseam.com, you are responsible for ensuring the product can be lawfully imported to the destination country. The recipient is the importer of record and must comply with all laws and regulations of the country that he is trying to import the product to.

Orders are, unless otherwise specified, marked as gifts when shipped. This measurement aims to avoid unnecessary customs & duties payments at the country of destination. Nevertheless, it may occur that products may be still be subjected to import taxes, customs duties and fees levied by the destination country. In these cases DHL will only deliver the product once the recipient has paid the amount due. Unfortunately, we do not have control over this but can only inform you here. In case additional charges apply upon reception and you choose to not pay, Buckle & Seam reserves the right to not refund at all or partially shipping fees, return fees, taxes or the entire product costs.

I HAVEN’T RECEIVED A SHIPPING CONFIRMATION YET, WHAT DO I DO?

First, we would ask for your patience. We are a young business and as indicated on our website, certain bags might take up to 30 days to be delivered. But in case you haven’t received any note regarding your order close to 30 days time, don’t hesitate to contact us!

WHAT COMPANY IS MY BAG BEING SHIPPED WITH?

We ship with DHL within Germany. If you live outside of Germany, DHL hands your package over to a national shipment provider.

HOW CAN I TRACK MY SHIPMENT?

Once we received, checked, (engraved your initials) and handed your bag to DHL, you will receive a shipping confirmation that contains a tracking link for your package. If you click on that link, or copy it into https://www.dhl.de/trackandtrace (Germany) or https://nolp.dhl.de/nextt-online-public/set_identcodes.do?lang=en&idc= (outside Germany) you can follow your package’s journey.
Please allow 24-48 hours for your tracking details to update.

I WANT TO CHANGE MY SHIPPING ADDRESS

As long as you haven’t received a shipping confirmation email yet, that’s no problem at all. Just write an email with the new shipping address to [email protected] and we will change your address.

RETURNS

CAN I RETURN MY BAG FOR FREE?

Yes, we offer free returns for products without engraving. Furthermore, any brand new product, that is without usage and all accompanying materials, can be returned for a full refund or store credit within 14 days of delivery. We offer free and easy returns for all of our customers be it domestic or internationally. Expedited shipping charges are non-refundable. Please contact our customer service if you require more information.

HOW DO I RETURN MY BAG?

Contact our customer service: [email protected]
You will be sent a return label, print it and put it on the package

Bring your package to the next DHL parcel shop (which you can find here: (on the bottom left hand side corner https://www.dhl.de/en.html)

Once we receive the bag in acceptable/ unused condition we will refund the money and a confirmation will be sent to you

WHEN CAN I EXPECT MY REFUND?

As soon as we received your bag in good condition, we will initiate a refund of the full purchase price of the bag on the payment method you used. Once we refunded the price you will receive a message. Depending on the payment method you used your money should be transferred within 3 to 5 business days.

LEATHER

WHAT IS SO SPECIAL ABOUT THE LEATHER?

In order to meet high quality expectations on the durability and natural aspect of our products, we have chosen to work with cow leather. This allows our products to be resilient and soft at the same time. Moreover, the leather that we use is in its most natural form; entire grain – meaning that all layers of the leather have been kept and worked together. With an average thickness of 1.7mm, it is twice as thick as the leather used in conventional leather bags and thus more robust and natural in its essence. In order to ensure a beautiful surface, without any unnatural changes in the structure, we select our raw material carefully and use healthy cowhide from the North of Pakistan.

THE LEATHER OF MY BAG SEEMS LIGHTER THAN ON THE PICTURES ON THE WEBSITE

This is due to the vegetable tanning process. As we only use natural ingredients every bag will slightly differ in shade. However, the leather will get darker over time and develop a more shiny smooth look. If you want to enhance that process you can apply our wax.

WHY IS THE COLOUR OF MY BAG CHANGING?

Your bag will have developed a unique patina and the leather might appear to feel a bit rougher. Most of our customers like exactly that feel, but if you want to give your bag a cleaner feel you can nourish your leather bag.

CAN I REMOVE THE SCRATCHES ON MY BAG?

You will notice that if you scratch the leather, marks can easily be removed by simply rubbing over the scratch with your finger or a cloth. If you have a deeper scratch we recommend you to apply colour neutral conditioner// our leather wax to the scratch area to protect your bag for future adventures.

WHAT CAN I DO TO TREAT THE LEATHER WELL?

Your new leather bag does not require any particular care initially as it will be protected by the vegetable oils applied in our tannery. Anyways, if you want to give your bag a cleaner feel and protect it from future scratches you can nourish your leather bag with colour neutral all natural beeswax.

FREQUENTLY ASKED QUESTIONS

PRODUCTS

WHAT IS THE DIFFERENCE BETWEEN CARA AND SIERRA?

The cara is smaller (only 13’’ laptops fit in) also there is slightly less storage space. The big difference is that there is no handle attached to the Cara. We recommend either of the products if you are riding your bike to work, but be aware that our Sierra allows you to carry more accessories.

WHAT IS THE DIFFERENCE BETWEEN LINWOOD AND WILLOW?

Both offer a canvas shoulder belt, credit card, pen & phone (regular sized smartphones) leather compartments as well as one zipper pocket. However, the big difference is that the Linwood can be enlarged by loosening the straps on the side while Willow only has one size option. However, Willow offers a wide 270 degree Zipper that allows you to pack for any situation. Linwood is made out of less leather panels (any cut when manufacturing indicates a loss of value of the leather). Furthermore, Linwoods handles are longer so you can comfortably carry it on your shoulder.

HOW CAN I PERSONALISE MY BAG?

You can choose to engrave your initials on all our models. However, you can also decide between a range of different inner linings for our Business Bags Sierra & Cara as well as our Duffel Bag Willow. Sometimes we offer special editions with different inner linings for other bag for a limited amount of time

WHERE WILL MY INITIALS APPEAR ON MY BAG?

Your initials will be engraved on the lower left back side of your business bag or laptop sleeve, if you ordered a travel bag it will be engraved on the handle. You can check how it will appear on on the last photo of each product on the product pages.

HOW CAN YOU OFFER SUCH AFFORDABLE PRICES FOR HIGH QUALITY LEATHER?

By dealing with our manufacturers ourselves and selling online, we are able to shorten our supply chain and cut out players that would otherwise raise the price unnecessarily. Therefore, we can focus on the real important factors: leather and craftsmanship.

HOW ARE THE BAGS BEING PRODUCED?

We at Buckle & Seam work only with long established family tanneries who use the finest raw materials in order to create our beautiful products. While the majority of the world’s leather is tanned involving harmful chemicals such as Chrome VI, Lead and environmentally harmful chemical substances. Not only have we committed ourselves to using the highest quality materials to create our products, we are also committed to reducing the environmental footprint of our products as much as possible. Therefore, we chose to only use vegetable tanned leather that takes approximately 3 weeks from start to finish, and requires experienced craftsmen to create. Furthermore, We only work with trusted partners who comply with anti-child labour policies and guaranty fair working conditions for their workers.

CAN I GO TO A STORE TO SEE HOW THE BAGS LOOK IN REAL LIFE?

Unfortunately not yet. But we are working on it.

A PART OF MY BAG BROKE, WHAT DO I HAVE TO DO NEXT?

Please contact our customer service under [email protected]
Our customer service agent will guide you through the seaming less return process.

IS THERE A WARRANTY ON MY BAG?

Yes, we offer a 2 year warranty on our products.

ORDERS

HOW CAN I CHANGE MY ORDER?

Just shoot us an email to [email protected] and tell us what you want to change and we will do our best to accommodate your needs.

HOW DO VOUCHER CODES WORK?

You can insert your voucher code in the discount box on the checkout page, where you type in your personal and shipping information. Click on the “apply” button to see the discount applied and then proceed to choose your preferred payment method.

HOW DO I KNOW THAT MY ORDER HAS BEEN CONFIRMED?

As soon as you placed an order successfully, you will receive an order confirmation email. If you can’t find it, please check your spam folder.

I ALREADY ORDERED MY BAG, CAN I STILL ADD INITIALS?

Yes you can, as long as you haven’t received a shipping confirmation yet. Just write us an email with the initials of your choice to [email protected]

PAYMENT OPTIONS

WHAT PAYMENT OPTIONS ARE OFFERED?

We offer the following payment options:
American Express
Master Card
Visa
Paypal
Sofort Überweisung

Payment via invoice are serviced by Klarna and are possible for customers based in Germany, Austria or Switzerland

CAN I PAY VIA INVOICE?

Yes, we offer payment via invoice by klarna, but only if you are based in Germany, Austria or Switzerland.

HOW DO I KNOW THAT MY ORDER HAS BEEN CONFIRMED?

As soon as you placed an order successfully, you will receive an order confirmation email. If you can’t find it, please check your spam folder.

SHIPPING

EUROPE

Please note that some products have higher lead times than others. Always check the ‘Delivery’ status on the product page to see the expected delivery timeline.

We offer free DHL Standard shipping with a delivery time of 3 to 5 business days.

Once the parcel has been shipped you will be provided with a tracking code via email. Please allow 24-48 hours for your tracking details to update.

INTERNATIONAL

Please note that some products have higher lead times than others. Always check the ‘Delivery’ status on the product page to see the expected delivery timeline.

We offer free DHL Standard Worldwide shipping with a delivery time of 5 – 10 Business Days.

Once the parcel has been shipped you will be provided with a tracking code via email. Please allow 24-48 hours for your tracking details to update.

CUSTOMS, TAXES, DUTIES & FEES

Shipping internationally in most cases is not an issue at all and will result in no additional fees. However, the following needs to be read and understood before ordering from our website.

When ordering from buckleandseam.com, you are responsible for ensuring the product can be lawfully imported to the destination country. The recipient is the importer of record and must comply with all laws and regulations of the country that he is trying to import the product to.

Orders are, unless otherwise specified, marked as gifts when shipped. This measurement aims to avoid unnecessary customs & duties payments at the country of destination. Nevertheless, it may occur that products may be still be subjected to import taxes, customs duties and fees levied by the destination country. In these cases DHL will only deliver the product once the recipient has paid the amount due. Unfortunately, we do not have control over this but can only inform you here. In case additional charges apply upon reception and you choose to not pay, Buckle & Seam reserves the right to not refund at all or partially shipping fees, return fees, taxes or the entire product costs.

I HAVEN’T RECEIVED A SHIPPING CONFIRMATION YET, WHAT DO I DO?

First, we would ask for your patience. We are a young business and as indicated on our website, certain bags might take up to 30 days to be delivered. But in case you haven’t received any note regarding your order close to 30 days time, don’t hesitate to contact us!

WHAT COMPANY IS MY BAG BEING SHIPPED WITH?

We ship with DHL within Germany. If you live outside of Germany, DHL hands your package over to a national shipment provider.

HOW CAN I TRACK MY SHIPMENT?

Once we received, checked, (engraved your initials) and handed your bag to DHL, you will receive a shipping confirmation that contains a tracking link for your package. If you click on that link, or copy it into https://www.dhl.de/trackandtrace (Germany) or https://nolp.dhl.de/nextt-online-public/set_identcodes.do?lang=en&idc= (outside Germany) you can follow your package’s journey.
Please allow 24-48 hours for your tracking details to update.

I WANT TO CHANGE MY SHIPPING ADDRESS

As long as you haven’t received a shipping confirmation email yet, that’s no problem at all. Just write an email with the new shipping address to [email protected] and we will change your address.

RETURNS

CAN I RETURN MY BAG FOR FREE?

Yes, we offer free returns for products without engraving. Furthermore, any brand new product, that is without usage and all accompanying materials, can be returned for a full refund or store credit within 14 days of delivery. We offer free and easy returns for all of our customers be it domestic or internationally. Expedited shipping charges are non-refundable. Please contact our customer service if you require more information.

HOW DO I RETURN MY BAG?

Contact our customer service: [email protected]
You will be sent a return label, print it and put it on the package

Bring your package to the next DHL parcel shop (which you can find here: (on the bottom left hand side corner https://www.dhl.de/en.html)

Once we receive the bag in acceptable/ unused condition we will refund the money and a confirmation will be sent to you

WHEN CAN I EXPECT MY REFUND?

As soon as we received your bag in good condition, we will initiate a refund of the full purchase price of the bag on the payment method you used. Once we refunded the price you will receive a message. Depending on the payment method you used your money should be transferred within 3 to 5 business days.

LEATHER

WHAT IS SO SPECIAL ABOUT THE LEATHER?

In order to meet high quality expectations on the durability and natural aspect of our products, we have chosen to work with cow leather. This allows our products to be resilient and soft at the same time. Moreover, the leather that we use is in its most natural form; entire grain – meaning that all layers of the leather have been kept and worked together. With an average thickness of 1.7mm, it is twice as thick as the leather used in conventional leather bags and thus more robust and natural in its essence. In order to ensure a beautiful surface, without any unnatural changes in the structure, we select our raw material carefully and use healthy cowhide from the North of Pakistan.

THE LEATHER OF MY BAG SEEMS LIGHTER THAN ON THE PICTURES ON THE WEBSITE

This is due to the vegetable tanning process. As we only use natural ingredients every bag will slightly differ in shade. However, the leather will get darker over time and develop a more shiny smooth look. If you want to enhance that process you can apply our wax.

WHY IS THE COLOUR OF MY BAG CHANGING?

Your bag will have developed a unique patina and the leather might appear to feel a bit rougher. Most of our customers like exactly that feel, but if you want to give your bag a cleaner feel you can nourish your leather bag.

CAN I REMOVE THE SCRATCHES ON MY BAG?

You will notice that if you scratch the leather, marks can easily be removed by simply rubbing over the scratch with your finger or a cloth. If you have a deeper scratch we recommend you to apply colour neutral conditioner// our leather wax to the scratch area to protect your bag for future adventures.

WHAT CAN I DO TO TREAT THE LEATHER WELL?

Your new leather bag does not require any particular care initially as it will be protected by the vegetable oils applied in our tannery. Anyways, if you want to give your bag a cleaner feel and protect it from future scratches you can nourish your leather bag with colour neutral all natural beeswax.