FAQ

Many of our designs are produced in small quantities using carefully selected leather. Restocks are not guaranteed, and most designs may not return once sold out.

We generally introduce new designs approximately once a month. Follow our Instagram stories or subscribe to our newsletter for upcoming releases and announcements.

Our collection is available in the designs, colours and hardware options presented on our website. We do not offer individual custom designs or modifications outside these options.

Selected designs can be personalised with an engraving. Please check the available options on the product page and carefully review your requested text before placing your order.

Personalised products are generally excluded from change-of-mind returns, without affecting your statutory consumer rights.

If you wish to change or cancel your order, please contact us as soon as possible through our Contact page. Changes may no longer be possible once production has started.

Every Flame is handcrafted in our atelier in Eindhoven, the Netherlands. Please allow approximately 7–10 days for production before shipment. During busy periods, production may take slightly longer.

Yes, we offer worldwide shipping. Available shipping options and costs are displayed at checkout.

Delivery times depend on the destination and shipping carrier. Estimated delivery times are guidelines and do not include production time. Customs procedures and circumstances beyond our control may affect delivery.

Once your order has been dispatched, you will receive a shipping confirmation with tracking information by email.

Please carefully check your shipping details before completing your order. Ensure that your street name, house number, postal code and any additional address details are entered correctly in their designated fields.

Please note that prefixes such as “N” before a house number in Portugal may not be recognised by the shipping system. Enter the numerical house number in the appropriate field and provide any additional details separately.

If you notice an error, contact us immediately through our Contact page with your order number. Once your parcel has been dispatched, changes may no longer be possible.

If a parcel is returned to us due to incorrect or incomplete address information provided at checkout, additional shipping costs may apply. We cannot accept responsibility for delivery issues directly resulting from incorrect customer-provided details. We will, of course, work with you to find a suitable solution, in accordance with applicable consumer law.

Please check with household members, neighbours and any designated delivery locations. If you still cannot locate your parcel, contact us through our Contact page with your order number, preferably within 30 days of the reported delivery date, so we can promptly investigate with the shipping carrier.
This reporting timeframe helps us investigate efficiently.

Orders delivered outside the European Union may be subject to customs duties, import taxes or handling fees. These charges are determined by the destination country’s authorities and are generally the recipient’s responsibility.

If you would like an estimate of potential import charges before ordering, please contact us through our Contact page with the order value and destination country. We will be happy to provide an indication where possible. Final charges may differ.

Eligible items may be returned within 14 days of delivery, in accordance with our return policy. During our extended holiday return period, from November 1 to January 15, we offer a 21-day return window.

We do not offer voluntary change-of-mind returns for orders delivered outside the European Union.

Personalised items and products made to individual customer specifications, including custom-sized products, are excluded from change-of-mind returns where permitted by law.

Please consult our Terms & Conditions for full return instructions.

Products personalised with an individual engraving or manufactured to specific customer measurements, such as custom-sized belts, are generally excluded from change-of-mind returns. This does not affect your statutory rights regarding faulty or non-conforming products.

Return shipping costs for a standard change-of-mind return are the customer’s responsibility. For faulty or incorrect items, applicable statutory consumer rights remain unaffected.

Refunds are issued to the original payment method in accordance with our return policy and applicable consumer law. Where permitted by law, we may wait until we have received the returned item or proof of return shipment before issuing the refund.

We work with genuine leather, a natural material. Differences in grain, texture, colour, pores and natural markings are part of its character. Each leather hide is unique, meaning no two Flames will look exactly alike.

Minor surface variations, natural creases and markings can be inherent characteristics of genuine leather. These do not necessarily indicate a manufacturing defect. Any concerns regarding your product will be assessed individually.

Each Flame is treated with a natural leather wax during our finishing process. Occasionally, a small amount of wax residue may remain visible on the leather, particularly around the edges or underneath the flap.

This is a normal result of the finishing process and can usually be gently removed from suitable smooth leather surfaces with a slightly damp, soft cloth. Avoid excessive rubbing or moisture.

Yes. Genuine leather naturally develops character with use and age. Changes in texture, softness, colour and appearance may occur depending on handling, exposure and care.

Avoid excessive moisture, direct sunlight, heat and contact with abrasive surfaces. Use care products suitable for your specific leather colour and type, and always test them on a discreet area first.

For detailed instructions, please visit our Leather Care Guide.

Cowhide is a natural hair-on material that requires extra care and gentle handling. Avoid friction, moisture and rough surfaces, as these may cause permanent hair loss over time.

Gently brush the hair in its natural direction using a soft brush. Due to the delicate nature of hair-on leather, extra care is essential to preserve its appearance.

Our products are covered by applicable statutory consumer rights. Manufacturing defects are assessed individually, taking into account the nature of the product, its age, use and care.

Normal wear and tear and the inherent characteristics of natural materials are not necessarily manufacturing defects.

Please contact us through our Contact page with your order number, a description of the issue and, where possible, clear photographs. We will review your request and advise on the appropriate next steps.

If you experience an issue with your bag’s hardware, please contact us through our Contact page.

Depending on the circumstances, repair or replacement may be possible. Any applicable costs will be communicated in advance, without affecting your statutory rights.

We don’t have a traditional retail store, but we do have an atelier in Eindhoven, the Netherlands, where we occasionally welcome visitors by appointment. Visits are scheduled outside our regular production days (Monday to Friday) and are subject to availability.

For any questions or appointment requests, please use the contact form on our Contact page.

For all enquiries regarding orders, products, shipping, returns or appointments, please use the contact form on our Contact page. Our team will get back to you as soon as possible.