FAQs
GENERAL QUESTIONS
WHAT ARE YOUR SHIPPING FEES?
Free Shipping Within Pakistan.
Shipping Prices For International Orders May Very From Country to Country.
Shipping prices are calculated at checkout.
WHEN WILL MY ORDER BE SHIPPED?
If an order was placed Monday through Thursday it will be shipped 24 – 48 hours after the order is confirmed and payment is received. If an order was placed on a Friday prior to 12:00pm PST, the order will be shipped on Monday. You will receive an e-mail confirmation when your order has shipped. Please note, with expedited shipping it will still take 48 hours to process the order before it ships.
WHAT’S THE STATUS OF MY ORDER?
Once an order has shipped, you will receive a shipment confirmation e-mail that will contain your tracking information. Please allow 48 – 72 hours for order confirmation.
WHY CAN’T I SELECT A COLOR OR SIZE COMBINATION?
It is possible that the color or size combination you want is not in stock. For example, we may have your size in stock but not the color. Or we may have the color, but not your size. You can e-mail our Customer Service department if what you are looking for is out of stock, and they may be able to let you know when the product will be available.
ACCOUNT QUESTIONS
WHY MAKE AN ACCOUNT?
Making an account on kordovanleather.com will make your next purchase from us even faster and easier! You can also check gift card balance with an account. All it take is your email address and a password that only you can access.
HOW DO I CREATE AN ACCOUNT?
You can make an account during check out or ask our web team to send you an account invite? Or click on the upper right corner of the web store where is says "Account" and "Create an Account".
ORDERING QUESTIONS
HOW DO I KNOW THAT MY ORDER HAS BEEN SHIPPED?
When your order has been shipped, we will send you an e-mail with your tracking number and a link to where you can track it online. Please allow 48 – 72 hours after your order is shipped to receive the confirmation.
IS ORDERING OVER THE INTERNET SECURE?
Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that each order is secure. SSL encrypts transmissions from our e-commerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.
WILL MY CREDIT CARD BE CHARGED IMMEDIATELY?
Yes, your credit card/debit card is charged upon completion of your order. When you enter your card information on the final review page, we will give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send another e-mail to notify you when your order has been shipped and we have charged your card.
WHY DID YOU CALL OR E-MAIL ME TO VERIFY MY ORDER?
For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or e-mail you to verify your information.
HOW DO I CHANGE OR CANCEL AN ORDER?
If for any reason you would like to change or cancel your order, please contact customer service as soon as possible. We will make every effort to accommodate your request. However, please keep in mind our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process. If you need to make adjustments to your shipping settings we will do our best to accommodate your request, but you will ultimately be responsible for reaching out to courier services to make arrangements.
Personalized items: Please allow an additional 72 hours for delivery. Express shipping is not available. Personalized items are non-returnable.
WHAT ARE MY PAYMENT OPTIONS?
We accept Shopify Pay, Visa, MasterCard, Discover, and American Express. We also except KORDOVAN gift cards.
ARE PURCHASES ON THIS WEBSITE REALLY TAX FREE?
All purchases are tax free unless you are having the purchase shipped to California, Michigan, or Texas. Shipments to California and New York include a 10% sales tax as required by law. Sales tax is mandated when we have an actual physical location in your state, and, the state imposes a sales tax. International shipment taxes are subject by country.
DISCOUNT QUESTIONS
WHY ISN’T MY PROMO CODE WORKING?
Please enter the promo code at checkout. You can select the code directly from the email and paste it into the field for additional accuracy. Note the code is not case sensitive. The promo code can only be used once and cannot be combined with any other offers, sales or promotions.
If you are still having trouble applying your promo code, please contact Customer Care.
There are a few exceptions to any discount code.
- Code cannot be combined with another promotion
- Code cannot be used on product that is already on sale
- William Collection bags cannot be discounted
- Codes may be cancelled at anytime
- Only one code may be used at a time
DOES THE PROMO CODE WORK IN STORES?
Promo codes are applicable online only and cannot be used at our retail stores unless otherwise specified.
SHIPPING QUESTIONS
CAN I HAVE MY ORDER EXPEDITED TO A P.O. BOX?
We do not offer expedited shipping methods for orders shipping to P.O. boxes. If you would like to have your order shipped via an expedited method, please use a non-P.O. box shipping address.
IF I SEND MY PACKAGE AS A GIFT, WILL THE RECIPIENT RECEIVE THE INVOICE?
Please indicate in the Special Requests box that your order is a gift. That will cue us to remove the price tags from the items in your shipment. All orders come with a packing slip, which is a list of what is packed in the box -- packing slips do not include dollar amounts.
IS INTERNATIONAL SHIPPING AVAILABLE?
International shipping is available for select countries. Please note that most international shipments may be subject to a variety of duties, fees or VAT, either from the local municipalities or the shipping service. Those costs are not calculated, determined by or charged by KORDOVAN, are the sole responsibility of the buyer, and cannot be refunded under any circumstances. Please check with your local shipping services for more information about the potential costs of ordering .
RETURN/EXCHANGE QUESTIONS
WHAT IS YOUR RETURN POLICY?
RETURN/EXCHANGE POLICY
KORDOVAN prides itself on making products from the highest quality materials with attention to detail. If you are not completely satisfied with your purchase, we will gladly accept returns on eligible merchandise, within 15 days of purchase. To be eligible for a return, the following conditions must be met:
- Merchandise must be unworn, in original condition, tags intact, and in its original packaging
- Monogrammed items cannot be returned or exchanged. All sales are final.
- Proof of purchase is required
- We will honor price adjustments in the form of a gift card on full price merchandise within 10 days of the original purchase.
- Sale merchandise is eligible for exchange or store credit up to 30 days from purchase, unless marked “FINAL SALE”.
- Returns will be refunded to original form of payment.
- Cash returns over $200 will be refunded in the form of a corporate check and may take up to 14 days for processing.
CAN I RETURN A GIFT?
You may return a gift within in 15 days of purchase so long as the product meets our return eligibility requirements. There are two options for refunding a gift return: You may 1) accept the full refund amount on a KORDOVAN gift card, or 2) we can issue a refund to the original payment method.
HOW ABOUT HOLIDAY GIFTS?
Items received as a holiday gift may be returned through Feb. 1, 2019. Gift returns must meet our standard return qualifications and may be issued as either a store credit in the form of a gift card or a refund to the original payment method.
WHAT DOES FINAL SALE INDICATE?
Products marked “Final Sale” are not eligible for return.
CAN I RETURN AN ITEM I HAD EMBOSSED?
Products that have been monogrammed, embossed or otherwise personalized are not eligible for return.
HOW LONG WILL IT TAKE TO PROCESS MY RETURN?
Please allow up to five business days for processing once the return has been received at our main office.
HOW DO I START A RETURN?
Please respond to your order confirmation email, letting us know you’d like to initiate a return. Alternatively, you can reach out to sales@kordovanleather.com with your order number (e.g. thanks124). We’ll then be in touch to facilitate the rest.
DO I NEED A RECEIPT?
Proof of purchase is required to validate a return or exchange. Please include your order number (e.g. thanks1234) or receipt in your email requesting a return. This way, we can issue a refund, store credit, or exchange that is equivalent to the original purchase price.
WHAT IF I DON'T HAVE A RECEIPT?
If you don’t have a receipt, we will work with you to verify your purchase. Please let us know as much information as you can about your purchase so that we can locate a record of it.
CAN I PLACE RETURNS AT A KORDOVAN STORE?
Yes. Eligible merchandise can be returned at any KORDOVAN store globally. Please be sure to bring your receipt and the item. An associate will be happy to help. While you’re in, feel free to grab a coffee from our tap.
I BOUGHT FROM A THIRD-PARTY RETAILER. CAN I RETURN TO YOU?
No. If you purchased KORDOVAN merchandise from one of our third-party valued retailers, please contact them directly to facilitate a return or exchange.
IS MY PERSONAL AND CREDIT CARD INFORMATION SAFE ON YOUR WEBSITE?
Yes. We have taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.