FAQ – s-zonebagshop

There are two ways to find us.

--You can contact us by emailing us. Our email is support@s-zone.co. This is the most effective method to contact us, and we will respond to you within 24h.

--You can leave us a message on the online chat box, and we will respond to you as soon as we see your message.

--You can leave message at the message box on Facebook.

Our friendly and knowledgeable customer experience team is happy to assist you with any questions or concerns via email. We answer emails Mon-Fri 9:00am to 6pm PST and you can expect a response within 24-48 hours on average. Holidays may increase response time. We are committed to answering every single inquiry with care, so we appreciate your patience! To get in touch, send an email including your name and order number (if you have one) to:support@s-zone.co

We offer FREE standard shipping based on these order minimums:

- ships free on orders over $44.99

For orders that are below our free shipping threshold the following postage rates apply:

-A standard shipping fee of $7.99 will be charged for orders from US, CA, UK under $49.99;

- A standard shipping fee of $10.99 will be charged for orders from the rest of the world under $49.99.

Shipping by Country:

USA Shipping

-Amazon Logistics US: 3-7 days.

-USPS First Class: Delivered in 3-7 days.

-UPS: Delivered in 3-7 days

Canada Shipping

-Canada Post Expedited: Delivered in 5-15 days.

-4px: Delivered in 5-15 days

-Amazon CA: Delivered in 3-7 days.

GB shipping

-Amazon GB: Delivered in 3-7 days.

-YunExpress: Delivered in 8-12 days.

GER Shipping

-Amazon GER: Delivered in 3-7 days.

-YunExpress: Delivered in 8-12 days.

International Shipping

-YunExpress: Delivered in 8-12 days.

-4px: Delivered in 12-15 days.

Please note that the above shipping times are based on average delivery times we are currently seeing and are not guaranteed.

S-ZONE has warehouses in many countries, such as US, GB, GER, CA. Orders from these countries will be shipped from the local warehouse. Pre-orders and customized orders will be shipped from the factory in China.

S-ZONE is a registered brand in the United States and has been selling bags since 2012. You could please purchase with confidence.

We will replace all items lost in the mail due to the fault of the carrier. We will not replace items lost due to customers providing the wrong delivery address.

In order to replace your lost shipment, your order must have been a tracked and insured parcel per our shipping options. All un-tracked and uninsured shipments are not eligible for replacement.

The product prices featured on our website are displayed in USD.

Please note that the prices may or may not include possible duties.

We are not responsible for any discrepancies in currency values or conversation rates that your bank or credit card company may use when purchasing from our website. Should you have questions concerning this, please contact your bank or credit card company.

If your return request is in compliance with our return policy and approved, please return the package to the return address we provide and send us the tracking number. The tracking number is useful for us to track the package and and refund the money to you in time.

S-ZONE will refund the money to you within 3-5 days after we receive the returned bag. Once your money is refunded, we will send the refund notification to you, please notice your mailbox.

Kindly note that the money will be send to your original account that you purchase with.

--Sometimes wear and tear can take a number on our leather goods over the years. We will happily repair or replace your goods.

All leather bags are guaranteed for one year warranty, if damage occurs through the fault of our craftsmanship when used under normal conditions and for the purpose intended. Just send the item back to us, we will repair it and pay the return shipping.

This warranty covers faults in materials and workmanship and doesn't apply if damage is caused by unreasonable use or neglect or normal wear and tear.

--Need something repaired? You can take the bag to be fixed at the local repair shop. And we would like to refund you the repair fee as compensation by gift card or paypal.

We use full grain leather which is leather with the complete grain intact. The surface hasn’t been altered except (in almost all cases) the hair has been removed.

This leather can include natural markings such as scarring, blemishes, insect bites, branding and stretch marks. But these markings are considered the signature of fine leather goods.

A common misconception is that these types of markings are “defects.” Instead, think of these as proof of natural origin. These markings incorporate the life of the animal. The absence of natural markings often means that the leather is of lesser quality.

We do not consider natural markings a defect and embrace the unique nature of every animal hide we work with. There is a good chance your S-ZONE product will have some form of natural marking on it.

Read this article about the various grades of leather and why full grain is the best.

Please be aware that every roll of leather absorbs dyes differently and colouring may appear slightly different than shown in our pictures. Every monitor or phone screen is calibrated differently, exact color cannot be guaranteed. Our products are shown through images and descriptions as accurately as possible.

Finally, this is a handmade piece; expect minor imperfections - this is what makes your product so special.

Our leather goods are made to go along with you on all of your adventures! Even so, full-grain leather can be very vulnerable the first few weeks of its life and scuffs and scratches are part of the territory. Full grain leather will never look flawless, as it hasn't been covered in any kind of plastic coating and it hasn’t been sanded down to remove imperfections. The result is an incredibly durable product. It is meant to have that rugged look that we personally love.

If there is a scratch on the leather that bothers you, try buffing it out with your fingertip or a soft cloth（We write an article about how to remove the scartch. Many of our leather colors have sufficient oils & waxes in the formula to help "heal" surface marks as they occur. Otherwise, if your bag develops marks that aren't particularly bothersome, we recommend that you let your tote get a little scuffed up—normal wear & tear encourages the natural oils in the leather to release, giving your bag a gorgeous, lived-in patina over time.

6. This is a gift—do I need to do anything to hide the cost from the recipient?

Since our items are often gifted, we never include inventory sheets or receipts in the package.

We can laser-engrave initials, names, and dates. Celebrate a special occasion or give a gift that is truly unique. Our engraving is permanent and will never fade. Your choice of printing will be crisp and easy to read.

Features:

- You can add a name, date, or initials (limit 10 characters).

- All punctuation, numbers, characters, symbols available.

- We cannot engrave images unless you qualify as a wholesale or corporate order (see below).

You can request your engraving by contact us support@s-zone.co

Restrictions:

Engraving may be declined if it contains any of the following:

- Profanity

- Inappropriate slang

- Insulting or discriminatory content

- Content construed to incite violence

- Material that S-ZONE refuses to place on product

- Content that violates another party's trademark or intellectual property rights.

- S-ZONE reserves the right to cancel any submitted engravings.

Kindly note that all products with engravings are final sale.

For private label accounts and corporate gifting we are happy to offer logo engraving. We can only offer this to customers who purchase in larger volume as this is a time-consuming process for us.

About the label and corporate engraving:

- We charge an extra fee based on how complex the project is and if you need help with editing your image/design.

- We will not etch licensed images or logos unless you are the copyright holder or represent the business with direct authority to use licensed images and logos.

- Images must be provided to us in PNG, PDF, PSD, SVG or AI format. Ideally image is vector-based; it must be black and white (not grayscale or color)

Please be aware that every roll of leather absorbs dyes differently and colouring may appear slightly different than shown in our pictures. Every monitor or phone screen is calibrated differently, exact color cannot be guaranteed. Our products are shown through images and descriptions as accurately as possible.

Finally, this is a handmade piece; expect minor imperfections - this is what makes your product so special.

A lot of people consider the leather/tannery industry to be very bad for the environment with the use of chrome dyes and lots of tanning chemicals. So what has S-ZONE done to minimize environmental impact from tanning processes?

It's all in how you treat the process and what inputs are used.

S-ZONE voluntarily submits to an industry audit that looks at many factors, including water and energy usage, traceability and effluent treatment (the list is pages long). They have made (and are constantly making) improvements in this area. Being in Chicago they get a lot of attention from the local environmental agencies. S-ZONE wants to continually improve their waste stream and have a full time chemist that works on this regularly.

However, the chrome concern is unfounded if the tanning process is completed correctly. The issue here is when chrome is not taken up into the leather - this is easy to measure and is done so daily.

Please contact support@s-zoneshop.com to cancle the order if the order isn’t in the hand of the fulfillment team.

Once you complete a cancellation, your payment method will be automatically refunded. Processing time for the refund to show up in your account will depend on your method of payment and your bank’s policies.

We have listed the time required for a refund for several major payment methods, please refer to:

PayPal Balance Payments: Refunds will be issued directly to your PayPal account within 24 hours.

Bank Account Payments: Refunds will be issued directly to your PayPal balance within 3 to 5 business days.

Credit Card Payments: Refunds will take up to 30 days to be credited directly to the credit card and will appear on your next credit card statement.

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