FREQUENTLY ASKED QUESTIONS
+ How do I confirm that my order has been placed?
An Order Confirmation email is sent to you when you place an order. If you have not received this email within an hour of placing your order, please check your spam/junk mailbox or contact us at email@example.com.
+ What is the order processing/fulfillment time?
We handcraft made-to-order leather watch straps in small batches and ship them within 6-12 business days after receiving your order. You will receive an Order Update email that contains the estimated ship date as soon as we are able to provide one (it may take a few days for us to manage production and provide an estimated ship date for your order). During high volume periods (e.g. holiday season), processing times may be longer than usual.
We appreciate your patience and understanding that handcrafted products have a longer lead time. Having limited inventory on hand and working on a per-order basis keeps our leather watch straps affordable for you.
Nylon NATO straps and watch boxes will be processed within 1-2 business days.
In some cases, your order may arrive in several shipments to ensure you receive our products as soon as possible. If this applies to your order, we will inform you in the Order Update email.
+ How do I know that my order has been shipped?
You will receive a Shipment Notification email containing your tracking number once your order has shipped. Shipment notification emails are typically sent out at the end of day CST.
For USPS shipments, please allow up to 24 hours for the status of your shipment to correctly display at their website.
+ How do I make changes on my existing order?
If you would like to change an order that’s already placed, please let us know at firstname.lastname@example.org as soon as possible.
We’ll always try our best to accommodate your changes but please note that certain adjustments may lead to a longer lead time depending on which stage of the strap production we are in. If you insist on making a certain change and we are past the stage of what you want changed, we will remake your strap for free but lead time will start over.
+ What if I changed my address?
Please inform us before we ship your order. If your order has shipped, we can submit a request to the courier but cannot guarantee an address change. All risks associated with shipping address changes and incomplete addresses are assumed by the customer.
If the package is returned to us (the sender) due to an insufficient address, we will reship to your updated address once the package has been returned to us. There is a $5 reship fee for USPS First Class and our other shipping options are shown under the Shipping and Payment Information section.
+ How do I cancel my order?
If you would like to cancel your order, please let us know at email@example.com as soon as possible.
Cancellations made before we ship the order will be issued a full refund including the shipping costs. Cancellations made after the order is shipped will only be issued a refund for the item(s) ordered after they have been returned. All refunds are issued to the original form of payment. However, straps that include special instructions only have 24h to cancel before they are non-refundable and non-exchangeable.
SHIPPING AND PAYMENT INFORMATION
+ Do you offer free shipping?
Yes, shipping is complimentary on all U.S. orders via USPS First Class.
For domestic orders of $200 and over, we give you a complimentary upgrade to USPS Priority. For international orders of $350 and over, we offer complimentary DHL Express Worldwide shipping.
All watch purchases include free shipping:
- FedEx 2-Day for domestic
- FedEx International Priority for international
+ Do you ship internationally?
Yes, we ship internationally via USPS First Class International and DHL Express Worldwide.
All watch purchases are shipped complimentarily via FedEx International Priority.
All import duties are customer's responsibility.
+ What are my shipping options?
For domestic (US) orders:
- USPS First Class (est. 3-5 business days) — Free
- USPS Priority (est. 2-4 business days) — $5
- FedEx 2Day — $25
- FedEx Standard Overnight — $30
For international orders:
- USPS First Class International — $5 to Canada and $8 to Rest of World
- DHL Express Worldwide — Rate and delivery days vary by country
Delivery days are USPS estimates only. All shipping charges are flat rate. All watch purchases are shipped complimentarily via FedEx 2-Day for domestic or FedEx International Priority for international.
+ What are my payment options?
We accept Visa, Master Card, American Express, PayPal, Apple Pay, Discover, Diner's Club, JCB, and VEBLENIST Gift Cards.
+ Is there a sales tax on U.S. orders?
Since we are based in Chicago, we are required by law to collect sales tax on transactions that occur within the state of Illinois.
+ What if I have a problem with my VEBLENIST product?
We want you to be absolutely thrilled with our products. If you are experiencing any issues or have any concerns about your VEBLENIST product, please let us know at firstname.lastname@example.org so we immediately resolve it for you.
+ What is your return policy?
We want you to be absolutely thrilled with our products. If expectations are not met due to sizing issues or color displeasure, we accept returns and exchanges within 30 days of receipt in the original and unworn condition. Refunds for all transactions will be issued to the original form of payment once we've received and inspected the item(s).
There are some items, however, that are ineligible for return or refund, including:
- Custom straps (that were made with special instructions)
- Gift cards (which never expire)
- Shipping costs and import duties/fees
For defects: we accept returns or exchanges even after 30 days of receipt and worn condition. A full refund for the item(s) and shipping cost will be issued to the original form of payment after we’ve received the strap. We’ll provide you with the return label and cover the shipping cost of your replacement strap.
For watch purchases: You will have a 3-day inspection period for your watch before it is ineligible for return. All shipping, insurance costs, and import duties are non-refundable.
Please click here for additional information.
+ Do you have a price match policy?
If the price of an item changes within 7 days of purchase, we will gladly match the price for you.
+ Do you offer gift certificates?
Yes, VEBLENIST Gift Cards are available to purchase online in increments of $25, $50, $100, $200, $300, $400 and $1000. Our gift cards are sold as unique digital codes (we do not ship physical gift cards) that can be used as payment for orders placed on our online store. When you purchase a gift card, you can email the code to your recipient or to yourself. VEBLENIST Gift Cards never expire and are non-refundable.
+ Are colors shown in your photos accurate?
We try our best to accurately represent colors. However, photos may slightly vary depending on the different display settings on any individual monitor. We recommend viewing the colors on an Apple retina display at maximum brightness. If you need any assistance in selecting the right product for you, please let us know and we're more than happy to help.
+ What you should know about leather?
- It is porous - water can cause damages, stains, discoloration, and premature deterioration.
- It changes shape over time - the heat, moisture, and oils absorbed from your skin will cause it to evolve.
- Prolonged exposure to the sun can change the color of the leather.