• Once you place your order, your product will be specially crafted for you and shipped within 5-7 business days. During this process, you will be informed at every stage via email. Click here for more detailed information.
• All orders are shipped via FedEx, UPS, DHL

• Sobald Ihre Bestellung versandt wurde, senden wir Ihnen eine Versandbestätigung per E-Mail mit Ihrer Sendungsnummer und einem Link, mit dem Sie Ihr Paket verfolgen können.
• Sie können auch die Sendungsverfolgungsseite besuchen.
• Sobald uns der Versanddienstleister die Sendungsnummer übermittelt, senden wir sie Ihnen umgehend zu.

• All products are handmade from full-grain calfskin leather produced in 100% environmentally friendly and sustainable manner.

• You can view the dimensions of the products by clicking the "Size Guide" button on the product page.
• Additionally, you can review all the features of the product in detail by clicking the "Description" button.

• On the product page, you can enter the letters (Max 18 characters) you wish to have debossed on your product in the designated field.
• Only 26 alphabet letters (A to Z) can be debossed.

• You can send us the note you wish to include with your order by entering it in the "Add order note" field on the cart page.
• To enhance the gift experience, you can order products from our "Extraordinary Gift Experience" collection, which comes with a 🎁 Special Note and Sealed Wooden Gift Box.

• Of course! However, as stated in our Refund Policy, personalized products (e.g., those with name embossing) cannot be canceled or returned. If your product does not have any personalization, you can return it within the legal period of 14 days.
• To request a cancellation, exchange, or return of your order, you can contact us by clicking here.

• For products and benefits tailored to your corporate orders, please send an email to contact@semender.info

• Once the payment completed, you will receive an order confirmation email, if not, please re-check-in your “spam folder” or contact us.
• Note: If you receive an email with your payment confirmation, do not panic. As your order is marked high risk due to a potentially unauthorized payment, all we need is a confirmation email regarding your payment.

• Please kindly log in to your account, and you'll see your "order history". 
• In 'order history', you can check your orders (order number, total amount, date), and order's statuses (payment status, fulfillment status). If you click order number that you want to see, you'll see order details (shipping address, billing address, size, color, quantity etc.) 

• Payment Status: The status of “paid” means you have successfully completed the payment, and your order is confirmed by Semender Leather. Only under this circumstance, you are able to change your order details or cancel your order.
• Fulfillment Status: The status of “unfulfilled” means your order is in processing. At this stage, you can request to cancel or change your order until status appears "fulfilled". 
• The status of “fulfilled” means your order is dispatched from our warehouse to the shipping address provided by you. Your order is on the way! Since that moment any request to cancel or change your order is invalid until your order is delivered to your address. If you want to cancel or change your order, please contact us or send an e-mail to us. Our dedicated Customer Support Team will assist you with the status of your order as soon as possible. 

• If you want to change or cancel your order, please contact us via e-mail within 12 hours after receiving your order confirmation. If your fulfillment status is "fulfilled", we cannot change or cancel.  If you want to cancel or change your order, please contact us or send an e-mail to us. Our dedicated Customer Support Team will assist you with the status of your order as soon as possible. 

• The processing (or handling) time is the number of business days taken by Semender Leather to fulfill the order after receipt of your cleared payment. Semender Leather estimated processing time is 5-7 business days. Once the goods are shipped, you will receive an email including details regarding shipping confirmation, tracking number(s). You can also check the status in 'Order History'.

• At Semender Leather, we accept several payment methods. You can complete your purchase with any major Credit or Debit Card provider.
• All payments must be received in full prior to dispatch of goods or issuance of a coupon. In case if your payment is declined by your bank, credit card issuer, or our website, Semender Leather will not fulfill your order.
• Transactions are charged in the currency shown at checkout for your market. If that differs from your card's currency, your Credit or Debit Card provider converts the payment automatically.

• Ihren Gutschein lösen Sie an der Kasse ein. Unter "Bestellübersicht" finden Sie das Feld "Rabattcode".
• Der Code muss exakt so eingegeben werden wie angegeben, einschliesslich Grossbuchstaben und Leerzeichen.

• If you are not satisfied with the item and want to request a refund. Firstly, please check our Refund Policy to ensure if the return is applicable for your order.
• Secondly, you may be eligible for a refund or exchange depending on your situation and the type of item you purchased. We do not charge a handling fee on returns. Under any circumstance, we will not refund the original shipping cost.

• Sollten Sie einen Artikel erhalten haben, den Sie nicht bestellt haben, oder gar die Bestellung einer anderen Person, kontaktieren Sie uns bitte so bald wie möglich.
• Damit unser Kundenservice das Problem nachvollziehen kann, fügen Sie bitte einige klare Fotos der falschen Bestellung oder Artikel bei.
• Farbabweichungen, die durch die Bildschirmeinstellungen Ihres Geräts entstehen, sind kein Grund für einen Umtausch oder eine Rückerstattung.

• Aus logistischen Gründen werden Artikel derselben Bestellung manchmal in getrennten Paketen versandt, damit sie Sie schneller erreichen. Es kann also sein, dass ein Artikel vor dem anderen ankommt. Kein Grund zur Sorge, wenn nicht alles gleichzeitig eintrifft, es ist unterwegs!
• Sind Sie sicher, dass ein Artikel fehlt, kontaktieren Sie bitte so bald wie möglich unseren Kundenservice. Wir verfolgen die Sendung gerne für Sie. Sobald bestätigt ist, dass ein Artikel fehlt, erstatten wir Ihnen entweder den Preis des Artikels oder senden Ihnen kostenlos Ersatz.

• If the item you received is damaged or defective during shipping, you are eligible for a replacement.
• Please contact Customer Service Team and be ready to provide photos or operating videos clearly showing the problem with the item.
• Alternatively, you can open the item in front of the delivery person and if you find that it is damaged during shipping, you can reject it. Then you need to contact the Customer Service Team as soon as possible.
• Semender Leather offers insurance cover under following circumstances:

Lost in transit: If the product delivery exceeds 30 days then its scheduled date, Semender Leather will assume product is lost in transit and refund you.

Damage in transit: If the product gets damaged during delivery.

• In den meisten Fällen erstatten wir Ihnen den Betrag innerhalb von 5 Werktagen nach Bearbeitung Ihrer Rückerstattung. Die Gutschrift erfolgt auf das Konto, mit dem Sie die Bestellung bezahlt haben.
• Rückerstattungen auf Kredit- oder Debitkarten können 6-10 Werktage dauern.

• Semender Leather hopes you will be satisfied with every purchase you make. But if you want to return an item, returns must be prearranged and authorized by a Customer Support member.
• Item must be returned unused in its original condition with order confirmation email. The packaging must not be broken wherever applicable. We cannot accept returns under these circumstances:

1. It is beyond the 14-Day Money back Guarantee Period.
2. Customized products (for example name engraved items) are non-refundable.
3. The order was placed by mistake but wasn't canceled within 12 hours.
4. The detailed size chart is included in the description. The size you choose does not fit you well.
5. Customer has changed their mind.