Frequently asked questions

When your order ships, we email you a shipping confirmation with your tracking number and a tracking link. You also get an email at every stage until it reaches you. You can check the status any time on our Track My Order page, or under your account if you signed in when you ordered.

These emails go automatically to the email address entered with the order, and we can't stop them for a single order. If you are sending a gift and want to keep the surprise, enter your own email address and phone number at checkout.

Write to us at contact@semender.info with your order number as soon as possible, ideally within 12 hours of your order confirmation. We can make changes while your order is still being prepared; once it has shipped, it can no longer be canceled or redirected. Orders with name stamping can't be canceled.

No, you can check out as a guest. If you like, sign in with your email address from the account icon at the top right to see your orders and addresses in one place.

Enter it in the "Discount code" field at checkout, exactly as written, then apply it before you pay.

You can pay by credit or debit card (Visa, Mastercard, American Express, Discover and Diners Club) or with Apple Pay, Google Pay and Shop Pay. The methods available for your country are shown at checkout. We don't offer cash on delivery.

Your card details are never stored on our site; payments go through Shopify's secure checkout.

Yes. You are charged in the currency shown at checkout for your country. If that differs from your card's currency, your card provider converts the payment automatically, and its exchange rate and fees apply.

Please try another card or another payment method such as Apple Pay, Google Pay or Shop Pay. If it still doesn't go through, your bank may have declined the payment; a quick call to them usually solves it. If you keep getting an error, write to us at contact@semender.info and we will help.

Your order confirmation email is your receipt. If you need an invoice with your company name and details, email us at contact@semender.info with your order number and the details to show, and we will send it to you.

Each piece is prepared after you order: your order is prepared and shipped within 6 business days, then it is usually delivered within 3-5 business days. The dates for your order are shown on the product page before you buy. Weekends and public holidays are not counted.

Orders ship with UPS, FedEx or DHL. We email your tracking number on the day your order ships. A parcel doesn't always leave the carrier's facility right away, so the tracking may take a little while to show movement; please check again later.

The shipping cost for your order is shown at checkout before you pay, and most orders ship free. There are no extra shipping charges after you pay.

Yes. Besides the United States, we ship to Canada, the United Kingdom, Switzerland, Qatar and eight euro-area countries: Austria, Belgium, France, Germany, Italy, Monaco, the Netherlands and Spain. Choose your country at the top of the page to see prices in your currency. For more, see About the Shipping.

Check the parcel when it is delivered. If the damage is visible, you can refuse the parcel at the door and let us know. If you notice damage or a defect after opening it, email clear photos and your order number to contact@semender.info as soon as you can, and we will put it right. Manufacturing defects are covered for life: we send you a new piece and you keep the original. Details: Our Promise.

Yes. You have 14 days from delivery to request a return of a piece without personalization; it must come back unused, in its original condition and packaging. Pieces stamped with a name are made for one person, so as stated in our Refund Policy they can't be canceled, returned or exchanged. To start a return or a cancellation, write to us at contact@semender.info or through our contact page.

• Email contact@semender.info with your order number to request a return. Items sent back without a request first can't be accepted.
• Once your return is approved, we send you a return shipping label and instructions.
• Pack the piece completely, in its box and packaging, add a note with your order number, and send it with the label.
• When your return arrives, we inspect it and email you whether the refund is approved.

Approved refunds go back to your original payment method within 10 business days. Your bank or card issuer may take a few more days to show it. If more than 15 business days have passed since approval, please contact us. Full terms: About Returns & Refunds.

The fastest way is to return the piece you have and, once the return is approved, place a new order for the size or color you want. The return follows the same 14-day rule. Pieces stamped with a name can't be exchanged.

We do. When your return is approved we send you a return shipping label, so sending the piece back costs you nothing.

On the product page, type the name you want in the "Add the name you want stamped (optional)" box below the color options. Name stamping is free. The limit is 5 to 18 characters depending on the piece, spaces included, and the counter in the box shows each piece's limit.

All letters A to Z, the numbers 0-9, ❤ and the marks ( ) . - & @ / can be stamped; other marks and emoji can't. Logos are stamped only on corporate bulk orders. Names are stamped in capital letters, 6 mm (about 1/4 in) tall. Personalized pieces can't be canceled, returned or exchanged.

For the full details, see our Personalization Guide.

Pieces that show the "Add the name you want stamped (optional)" box on their product page can be stamped for free; pieces without that box can't. The number of characters each piece takes is listed in our Personalization Guide and shown on the counter in the box.

Please check your text in the cart before you check out. If you need a correction or want to add a name after ordering, email us at contact@semender.info right away with your order number; if your piece hasn't been prepared yet, we will try to make the change.

It depends on the design. On wallets, the name goes on the front or inside depending on the model; not every wallet is stamped on the flap. On bags, the stamping area also varies from model to model. On canvas bags, the name is stamped on a separate leather piece added to the bag. On mugs and on the wooden gift box, the name is stamped on a leather plate.

If you'd like to know exactly where the name will go on your piece, ask us at contact@semender.info before you order.

No. Orders with name stamping follow the same preparation time as every other order.

Yes. Our leather pieces are made from full-grain calfskin, semi-vegetable tanned. On our waxed canvas models, leather is used together with waxed canvas. The leather darkens and gains character as you use it.

What the labels on leather actually mean is explained in Full-Grain, Top-Grain and Genuine Leather.

Our leather pieces are made by hand in our workshop: each part is cut to its pattern, stitched, the edges are finished, your name is stamped in brass letters if you asked for it, and every piece is checked once more before it is packed. You can follow that path step by step on How It's Made & Packed.

Our photos are taken of the real pieces, but leather is a natural material, so there can be small differences in tone from one piece to another. Screen settings can also change how a color looks. Leather darkens and gains character as you use it; this is called patina.

Waxed canvas isn't fully waterproof, but it handles rain well and water doesn't stain the fabric. If the leather parts get wet, wipe them with a dry cloth and let them dry on their own. Light lines that appear where the canvas folds fade with a little warmth.

Yes, for life. If a manufacturing defect shows up, send us a photo and we send you a new piece; you keep the original. Everyday wear is repaired for life too: send the piece to us and we repair it; you cover the shipping, we cover the work. Full details: Our Promise.

Depending on its size, your piece comes in a kraft envelope or a kraft box, tied with jute twine and closed with a red wax seal, with a QR code on top. Wallets in a kraft box are wrapped in tissue paper first, and bags come with a dust bag. The package then goes into a Semender & Co mailer. The wooden gift box isn't part of the standard packaging; you can add it on the product page or when you build a gift set.

Write your message in the order note on the cart page and we add it to your order. To make the gift extra special, add a wooden gift box from the product page, choose one of our ready-made gift sets, or put several pieces together on Build Your Own Gift Set.

No. We never put a receipt, invoice or price tag inside any package, whether or not you tell us it's a gift; your receipt is emailed to you. Every order includes a note on kraft paper that starts with the name of the person who placed the order. If your order is a gift, tell us in the order note and we will write the recipient's name on it instead.

If some pieces in your order are for different people, write in the order note which pieces to pack separately and who each one is for; without a note, your order is packed the standard way. Order emails go to the email address entered at checkout, so to keep the surprise, use your own.

The wooden gift box is a box with a sliding lid that your order comes in; you can add it on the product page. Your piece goes inside in a dust bag, the box is tied with jute twine and closed with a wax seal, and a name of up to 18 characters is stamped free on the lid, on a leather plate fixed with two brass rivets.

The small box (5.9" x 9.8" x 3.9" (15 x 25 x 10 cm)) suits wallets, card holders, belts, glasses cases and pen cases. The large box (11" x 13" x 3.9" (28 x 33 x 10 cm)) suits small and medium bags, flat caps, scarves and A5 notebooks. Briefcases, laptop bags and clothing don't fit in the box.

Yes. On Build Your Own Gift Set, choose at least 3 pieces to make your set. Every piece in the set comes at a set price, and each one can be stamped with a name for free. Your set ships in our QR-coded, wax-sealed kraft package, or you can choose a wooden box and have a name stamped on its lid too. You can add a gift note, and after adding the set to your cart you can change it with "Edit set". If you'd rather not pick pieces one by one, browse our ready-made gift sets.

The dimensions and the laptop or tablet size a bag takes are listed in the specifications on each product page; tap "See dimensions" for the measured photo, and "All specifications" for every detail. Looking for a laptop bag? Browse our Laptop & Work Bags.

Open the "Size chart" on the product page to see that piece's measurements; enter your own and it suggests the size that fits you. If you're between sizes, write to us at contact@semender.info and we'll help.

The most accurate way is to lay a belt you wear comfortably on a flat surface and measure from where the buckle folds to the hole you use most; that length is the size to order. If you don't have a belt at hand, go by your pant size or waist. The full chart is on Which Belt Size?.

Leather is a natural material: every piece can carry different tones and marks, it darkens as you use it, and it can scratch in everyday use. These scratches, and marks left by water, can be treated with our Leather Balm.

To use the balm, first wipe the piece with a damp cloth and let it dry completely. Take a small amount on your finger or a soft cloth, work it into the leather in small circles, and wipe off the excess. If it's your first time, try it on a small hidden area; the balm can darken the leather slightly at first, which is normal.

Once a month is enough for a piece you carry every day, and every two to three months for pieces you use less. For stains, see What to Try on a Leather Stain.

The underside of real leather is suede, and suede can shed tiny leather particles as it rubs. They don't harm your health or your clothes. This is normal when a piece is new; it lessens over time and then stops.

Leather isn't waterproof. Rain can leave small raised spots and marks on leather, so we recommend keeping your piece out of the rain as much as you can. If it gets wet, blot it with a dry cloth and let it dry on its own at room temperature, away from radiators and hair dryers. Once it is completely dry, you can apply our Leather Balm; marks left by water can be treated with it. More in Rain, Snow and Road Salt.

The washing and care instructions for each clothing piece are on its product page. Some of our jackets and trench coats can't be washed and are dry clean only, so please follow the instructions for your piece.

Email us at contact@semender.info or use the form on our contact page. We reply within 3 business days, usually sooner. If it's about an order, adding your order number helps us answer faster.

Write to us at contact@semender.info with the piece and the color or size you want, and we'll tell you when it's expected and let you know when it's back.

Not yet; we sell online only. Every order is prepared, checked and packed by hand in our workshop and shipped to you from there.

Email us at contact@semender.info with the pieces you have in mind, the quantity and your timeline. The minimum order depends on the piece and the stamping, and we'll get back to you with the options.

Logo stamping is prepared as a custom template and is available only for corporate bulk orders. Email us at contact@semender.info to talk it through.

You can read our Terms of Service, Privacy Policy and Refund Policy here, or from the Legal section at the bottom of every page.