Collection: Frequently Asked Questions

1. How do I place a custom order?

To place a custom order, simply browse our leather goods collection under the "products" tab. Once you've found the item you want to personalize, follow the prompts to select your preferred options. If you don't find what you're looking for (such as radio straps or belts), head to the "contact" tab, fill out the form, and let us know what you'd like to order with your customization details. We will reach out to you within 1-2 business days to gather any further information we need to build your custom piece and/or answer any questions. 

2. How does payment work on a custom order?

After we have discussed all details needed to start the build of your custom product, we will email you an invoice for YOU to review all specifications and to submit payment. It is your responsibility to correct any details at that time, prior to submitting payment. Our products are built to the measurements and specifications on the invoice. We are not responsible for uncorrected errors. If you have any concerns, feel free to contact us. We will do our best to assist you in acquiring the product you desire.

3. How long does it take to receive my custom order?

Due to the nature of our one-man shop and the attention to detail we put into each product, custom orders do take time. Currently, our custom orders are 10-12 weeks out. We believe in taking the necessary time to ensure that each item meets our high standards of quality and craftsmanship. Please note that this does not include shipping time. Once your order is ready, we will send you a notification with the tracking information.

4. Do you accept returns or exchanges?

We do NOT refund or accept returns or exchanges on any custom orders as they are specially made according to your specifications that are confirmed with you before start of production. If you believe there is an issue with your custom order (such as a mistake on our part), please contact us within 7 days of receiving your item, and we will be happy to assist you.

If you have received a pre-made ready to ship product from us and find that the sizing is not suitable, you may be eligible for an exchange. Please note that this policy only applies to sizing issues and not for any other reasons.

In order to qualify for an exchange, the following conditions must be met:

• The product must be a pre-made ready to ship item.
• The reason for the exchange must be solely due to a sizing issue.
• The product must be in its original condition and unused.
• The exchange request must be made within 14 days of receiving the product.

If you meet the above criteria, please email kellerleatherworks@gmail.com to initiate an exchange. Once your exchange request is approved, you will be responsible for shipping the product back to us. Upon receiving the returned product, we will inspect it to ensure it meets the exchange criteria. If the product passes the inspection, we will proceed with sending you the replacement item in the correct size.

Please note that any shipping costs incurred during the exchange process will be the responsibility of the customer.

If you have any other concerns or questions regarding our products or policies, please feel free to reach out.

5. Can I cancel or modify my order?

If you need to cancel or modify your order, please contact us as soon as possible. We will do our best to accommodate your request, but please note that once production has started, changes may not be possible. 

6. How do I care for my leather goods?

To ensure the longevity of your leather goods, we recommend following these care instructions:

• Keep your leather goods away from direct sunlight and extreme temperatures.
• Avoid exposing them to water or other liquids.
• Regularly clean and condition the leather using a leather cleaner and conditioner.
• Store them in a cool, dry place when not in use.

7. Do you offer a warranty on your products?

At Keller Leatherworks, we take pride in the quality and craftsmanship of our products. We understand that despite using premium hardware suppliers and our expert attention to detail, there may be instances where faulty hardware issues arise. To address such issues, we offer a warranty on the hardware of our products.

This warranty covers any issues related to the functionality or quality of the hardware on your leather product. This includes but is not limited to defects in the clasps, buttons, buckles, and other metal components.  

If you believe that your leather product has a hardware issue covered under our warranty, please follow the steps below to initiate a warranty claim:

1. Email us at kellerleatherworks@gmail.com. Please provide a detailed description of the hardware issue, and any relevant photographs.
2. We will assess your claim and determine if the issue is covered under our warranty.
3. If your claim is approved, we will provide you with further instructions on how to ship the product back to us. 
4. Once we receive your product, we will promptly repair or replace the faulty hardware at no additional cost to you.
5. After the repair is complete, we will ship the product back to you, good as new.

Please note that our hardware warranty does not cover damage caused by misuse, neglect, or normal wear and tear. Additionally, any modifications or alterations made to the product by a third party will void the warranty.