F.A.Q.

Q. Do you take custom orders?

A. Yes, we do customizations to existing designs, including hardware additions, hardware color changes, and lining material changes. We take orders for fully customized product creations on a case-by-case basis. Please refer to our Custom Orders page for more information. *Please note, sales and discount codes are not honored for custom orders. Custom orders are just that— custom, and require extra attention. As such, they cannot be discounted.

Q. How long do custom orders take?

A. Custom orders generally take 12-14 weeks (as of November 2021) to complete and ship. This time frame can vary depending on our custom order backlog. We will give you our best estimate when you place your order. Please refer to our Custom Orders page for more information. 

Q. Why was I charged sales tax on my order?

A. Many states have recently passed laws that require eCommerce sites to collect and submit sales tax for customers located within their state. This is often referred to as "Nexus". There’s a decent description of this complicated tax situation here. Simply click on your state and then select the Nexus category link.

Shopify, the eCommerce platform we use for Marlondo Leather Co’s website, strictly abides by all tax rates to comply with Internet Sales Tax Laws. As such, we must collect sales tax for states that require it. New York is an example of a state that requires online stores to charge state, county, and local sales tax. This is why your order form displays both your county and state sales tax portions. Marlondo does not benefit in any way from sales taxes collected for your state.  

Q. What does pre-order mean?

A. When you pre-order, you reserve an item from the next batch our craftsmen make. It usually takes 12-14 weeks (as of November 2021) to receive a pre-ordered item.

Pre-orders require full payment upfront. This acts as a guarantee that as a customer you are serious about completing the order. For security reasons, our e-commerce platform does not allow us to store credit card information and charge it at a later date, but if you don’t feel comfortable pre-paying for the pre-order in full, please contact us and we’ll discuss possible options.

Q. Do you ship internationally?

A. Yes. If you're located outside of the USA, you'll be given international shipping rate choices from the United States Postal Service, FedEx, and UPS. Please select your shipping choice and we'll make the arrangements. If for some reason your country is not listed or you are having difficulty with shipping fees, please contact us and we'll work with you to get the situation resolved. However, please note that we are not responsible for any duties, taxes, fees, or customs charges that may be assessed at the individual country level. 

Q. Where are your bags made?

A. All of our products are made in our own workshop in beautiful north central China, near Xi'an. We have a team of skilled crafts men and women who work exclusively on Marlondo products. We don't mass produce, but make everything in small batches.

Q. What kind of leather do you use?

A. We use full grain, vegetable tanned cowhide leather from the United States for all of our bags, wallets, and accesories, unless otherwise noted in the item's product description. You can read more on our Leather page and our Color Options page. We also occasionally release limited runs of products made with full grain, chrome tanned cowhide or water buffalo leather. Details about the leather is listed on every page.

Q. How do I care for my leather bag, backpack, purse, desk pad, etc.?

A. We have an informative Leather Care page that will hopefully answer all of your questions regarding leather cleaning, conditioning, and storage.

Q. Do you offer a printed catalog of your products?

A. No, we do not currently offer a print catalog or lookbook.

Q. What is your return policy? 

A. Our return policy is outlined here along with details about our warranty, exchanges, etc. But, for the sake of expediency, our return details are here too:

Product returns and exchanges may be sent to the following:

 

*Please note - packages sent without prior discussion via email or phone will not be processed as returns or exchanges. Please be sure to communicate with us before sending something back. Thank you.

*Regarding return shipment: If we sent you an incorrect or defective item, we will, of course, pay for the return shipping regardless of your location. If you are returning an item for exchange, we will pay for the return shipping (within the US...we will discuss options for international customers). If you are returning an item simply because you've changed your mind or upon receipt decided you don't want it, you will be responsible for return shipping expenses. You may return using the cheapest method possible, however we always appreciate a tracking number and we recommend you insure the contents. 

Q. Will my XX inch laptop fit in your XX inch briefcase/bag/satchel? 

A. This question comes through frequently. The absolute best way for you to determine if your laptop is going to fit in a particular briefcase, backpack, or satchel is to measure it and then compare it to the dimensions listed on the product's page. Grab a ruler or tape measure or use Google to search the dimensions (this is what we do to answer your question). If the laptop dimensions are smaller than the dimensions of the bag, it will most likely fit. :) If our product listing only provides external dimensions, subtract approx. 0.5" to get the internal dimensions. 

Q. Am I able to combine discount codes? 

A. Unfortunately, no. Our system only allows one discount code to be used per transaction. So we recommend using the code with the greatest discount available. We offer a storewide welcome code for new customers who sign up for our email list. After your first order, you are sent a second code with a bigger discount which can also be used on anything in the store.

We occasionally run seasonal sales that include storewide discount codes or special deals on certain items. Those codes are sent out via email, listed on the home page of our website, and are announced on our social media channels. Sign up for our newsletter here to keep up with sales, product releases, announcements, and more!

Sales run for a limited time period and the expiration date will always be listed in the email or social media post. If these sales include "storewide" discount codes, the code will be valid on any item in our store, including pre-orders, but will not apply for custom orders. We do not allow discount codes to be used for custom orders - even for minor product modifications. Custom orders are just that...custom. As such, they require extra attention and can't be discounted. 

After you purchase a Marlondo product, you'll receive an email that asks you to review your order. If you do this, you'll receive a single-use code that can be used for any item in the Marlondo store.

If you have any questions about a sale or discount code, please feel free to use the Contact Us form and we'll respond as soon as we can.