FREQUENTLY ASKED QUESTIONS
SHIPPING, DUTIES & ORDERS
HOW LONG WILL SHIPPING TAKE AND COST?
Czech & Slovakia within 1-2 business days for €2.5
- Free shipping above €90
Central Europe * 3-7 business days for €15
- Free shipping above €90
Rest of Europe 3-9 business days for €20
- Free shipping above €130
USA & Canada 3-6 business days for €25
- Free shipping above €130
Rest of the World 3-9 business days for €30
- Free shipping above €150
* Central Europe includes: Austria, Germany, Poland, Croatia, France, Lithuania, Monaco, Switzerland, Italy, Portugal, Spain, United Kingdom, Belgium, Netherlands, Luxembourg and Ireland.
If you would like to order express shipment, please contact us at email@example.com; we will process your order manually and offer an express shipping method.
WHERE DO YOU SHIP?
We are pleased to confirm that we offer WORLDWIDE SHIPPING.
Please note that we are unable to deliver to some countries and we apologize for any inconvenience caused. We are currently unable to deliver to the countries below:
Afghanistan, Belarus, Central African Republic, Congo - Brazzaville, Congo - Kinshasa, Iran, Iraq, Lebanon, Libya, Mali, Myanmar (Burma), Niger, North Korea, Russia, Somalia, St. Barthélemy, Ukraine, Venezuela, Yemen and Zimbabwe.
WHAT CURRENCIES CAN I PAY IN?
We currently offer payment in EUR. We are looking to expand to GBP, USD and HKD currencies options soon.
If you would like to pay in a different currency, please contact us at firstname.lastname@example.org; we will create a PayPal payment link with your preferred currency and process your order manually.
IF DO NOT LIKE THE PRODUCT. CAN I RETURN IT?
Yes, we offer a 30 day trial period on all our products. If you're not happy with it then you can send it back for a full refund.
ARE CUSTOMS AND DUTIES INCLUDED OUTSIDE?
We currently do not offer prepaid duties and taxes so please be aware that shipping outside the EU from the UK could incur customs charges.
Duties and taxes are non-refundable.
We are working to improve this service as soon as possible.
WHERE DO YOU SHIP FROM?
We ship all of our orders from the Prague, Czech Republic, where our OWEN STITCH factory is based.
WHAT COURIER DO YOU USE?
Czech & Slovakia - PPL or Zásilkovna (PACKETA)
Central Europe - DHL Express or GLS International
Rest of Europe - DHL Express or GLS International
USA & Canada - FedEx
Rest of the World - DHL Express or GLS International
We are looking into expanding our courier options in the future! You can also choose personal pickup in our OWEN STITCH factory in Prague, Czech Republic.
HOW QUICKLY WILL MY ORDER BE SHIPPED?
An order we received before 12:00 is shipped the same business day. The order after 12:00 is shipped the next working day.
WHERE CAN I TRACK MY PACKAGE?
Once we receive your order and process it, we send a confirmation, along with a tracking number and link to your email. Tracking numbers may take 24 hours to go live once the package has shipped from our facility.
CAN I REDIRECT MY ORDER TO A DIFFERENT ADDRESS?
Unfortunately, we are unable to redirect orders to a different address once they have been shipped.
CAN I COMBINE THE SHIPPING OF MY ORDERS?
At this time we are unable to combine the shipping of multiple orders. We apologize for any inconvenience.
MY ORDER HASN'T ARRIVED, WHAT SHOULD I DO?
The courier sent you the shipment number in an email. Please contact the courier directly or contact email@example.com, we will be happy to help you find out where your package is and why it is delayed.
GENERAL, TECHNICAL & PRODUCT
WHERE ARE YOUR PRODUCTS MANUFACTURED?
DO YOU HAVE A RETAIL STORE?
We do not have a retail store. But we are working to open our first store soon. Follow us to stay up to date with our progress.
DO YOU SELL GIFT CARDS?
Yes, we now offer gift cards, please find our GIFT CARD here.
Gift cards never expire and may be used in our online store. They apply for shipping cost and can be used multiple times until the amount is exhausted.
HOW CAN I SUBSCRIBE TO THE NEWSLETTER?
Sign up for our newsletter and become a part of the OWEN STITCH collective. We are extremely selective in the content we send in the newsletter; you will receive an email from us twice a year; we communicate new materials, travel notes and early access to our newest products.
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HOW STITCHING IS MADE?
A signature of all OWEN STITCH full grain leather products is the 100% linen thread stitch. Each product is hand sewn using a saddle stitch, a hallmark of exquisite quality that isn’t possible with a sewing machine. It takes time, but so does anything worth holding onto.
WHAT IS ETHICAL SOURCING?
It is a conscious and sustainable approach to obtaining materials. A transparent and holistic connection with farmers, shepherds and factories. A ground-up process of direct material sourcing. Learn more about ethical sourcing here.
LOOKING FOR SOMETHING ELSE?
If you have any questions or concerns, our team is standing by seven days a week, with a response time of 24 hours or less. Email us at firstname.lastname@example.org.
NEW MATERIALS, PRODUCT SNEAK PEEKS AND TRAVEL NOTES.
We don't write often, but you won't regret this subscription.