FAQ's | Artisanal Lab

Most FAQ's

When will my order arrive?

All Artisanal Lab products are handmade by our team of craftsmen in our Charlotte, North Carolina workshops. Due to the nature of our work we ask that you allow up to 10-14 business days for production time prior to shipping your order, unless stated otherwise on the individual product pages. Once your order has been shipped you will receive a USPS tracking number with expected delivery date. There are several reasons why delivery periods may vary, including long weekends, holidays and various pandemics. Please understand that this is entirely out of our control but we will assist in tracking shipments and update where possible.

How long will it take to get a response from customer services?

We are typically quick with customers' requests or questions - within an hour for the most part..
Please email or message us on our website messaging app or call within shop operating hours 8:00am to 9:00 pm Monday to Saturday. Or email us at info@artisanallab.com.

Do you do any custom products?

Yes we are always looking for opportunities to create that one of a kind custom pieces specific to the end users.
Our typical process includes a conversation about your needs - without compromise - then we would sketch or create digital drawings with timeline and costing. Once we have agreed on a design and all other details then we establish a delivery date.
Please email or message us on our website messaging app or call within shop operating hours 8:00am to 9:00 pm Monday to Saturday. Or email us at info@artisanallab.com to discuss your needs.

Can I personalize my order(s)?

Yes! All of our products are personalizable with three letters initials. We do offer digitized lettering embedded into the leather. You also have the option of adding quotes and or hidden messages on your product.
Please email or message us on our website messaging app or call within shop operating hours 8:00am to 9:00 pm Monday to Saturday. Or email us at info@artisanallab.com to discuss your needs.

Can I get an additional discount?

We sincerely apologize but we are unable to offer additional discounts. We do offer free United States shipping. All our products' costing are calculated to its minimum overall costing. In the event you are ordering multiple items we are willing to offer a discount coupon specific to you with a timeline restriction.

We stand behind every product that we create and ship to our customers. All of our leather goods are guaranteed for life for manufacturing defects. If you believe that your leather piece has a manufacturing defect, please email us at info@artisanallab.com with detailed information including a photo of the product and its defect. We also require that you provide a copy of the invoice you got at checkout. If this product was a gift we would also need the gifters information.

ORDERS

How long will it take to receive my order?

All Artisanal Lab products are handmade by our team of craftsmen in our Charlotte, North Carolina workshops. Due to the nature of our work we ask that you allow up to 10-14 business days for production time prior to shipping your order, unless stated otherwise on the individual product pages. Once your order has been shipped you will receive a USPS tracking number with expected delivery date. There are several reasons why delivery periods may vary, including long weekends, holidays and various pandemics. Please understand that this is entirely out of our control but we will assist in tracking shipments and update where possible.

SHIPPING | TRACKING

My tracking said that my order was shipped and I have not gotten it, how can I have an update on my order?

We ship all our products via USPS.
Once we have shipped your product we always email or text the tracking number for your record so you can help us to track your package/shipment.
At times several situations can delay or cause your order to not arrive on time. Some of these variables are long weekends, a national or public holiday or natural pandemic. We promise to also track your product and keep you up to date on its delays and arrivals.

Can I get free shipping?

All our goods are shipped free in the contiguous United States. If you are located outside the United States, unfortunately we cannot offer free shipping to you, USPS offers great international rates. I hope you are understanding of the matter.

RETURN | EXCHANGE

What is your return or exchange policy?

Our return policy lasts for 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To read more about our return policy visit https://artisanallab.com/pages/return-policy

WARRANTY

Can I cancel my order?

Yes! You can cancel an order anytime after placing and order, prior to shipping. If your order has been shipped we would need to receive the product back in our shop before we can offer a refund.
To request a cancellation, please send an email with your order number to info@artisanallab.com and we will contact you further.

What if something on my product broke or came apart? What would I do?

We stand behind every product that we create and ship to our customers. All of our leather goods are guaranteed for life for manufacturing defects. If you believe that your leather piece has a manufacturing defect, please email us at info@artisanallab.com with detailed information including a photo of the product and its defect. We also require that you provide a copy of the invoice you got at checkout. If this product was a gift we would also need the gifters information.

Leather - The leather that we prefer to work with is one of the best materials available on the market. We believe in the toughness and durability of full-grain leather and of such only create goods from them. Because we over engineer and stress test all our goods, they should never break, snap nor stitching become undone. But, these things do occur from time to time. We will be happy to replace and or repair your product if this happens, including the return cost of shipping!

Zipper - Unfortunately, zippers are not guaranteed. Try not to stuff your bag to its capacity where it is unable to close freely and properly. If there are manufacture or production issues then we can look at repairing or replacing your zipper. We do ask that you cover any shipping cost associated

Stitching - If for some reason we are at fault when stitching your product and missing it in our manufacturing and inspection processes, we will repair or replace the stitching or product free of charge, within the first 30 days of purchase. If because of natural wear and tear your product stitching is unravelling, we will repair the item, we simply ask that you cover the shipping charges to and from our studio so we can make the repair.

Hardware - Yes we do also guarantee the rivets, snaps, and metal hardware used on our products. If something breaks within the first 6-10 months of use, contact us, let us know and we’ll set you up with a repair or replacement and cover your shipping charges.

CONTACT INFORMATION