We stand behind every piece we craft. Your satisfaction is our commitment.Last updated: June 2026
📦Return Window
14 days from delivery date to request a return
💳Refund Time
5–10 business days after we receive the item
✉️How to Start
Email returns@pelleria.com with your order number01
Our Commitment to Quality
At PELLERIA, every item is handcrafted by master artisans in Morocco using premium full-grain leather. Because each piece is made by hand, minor natural variations in texture and color are not defects — they are the signature of authentic craftsmanship.
We carefully inspect every order before shipping. However, if your item arrives damaged, defective, or not as described, we will make it right — no questions asked.
Our promise: If you receive a product that does not meet our quality standards, we will offer a full refund or replacement at no additional cost to you.02
Return Eligibility
To be eligible for a return, your item must meet all of the following conditions:
| Condition | Eligible? | Notes |
|---|---|---|
| Item is unused and unworn | ✓ Yes | Tags attached, original condition |
| Item is in original packaging | ✓ Yes | PELLERIA dust bag and box included |
| Return requested within 14 days of delivery | ✓ Yes | Date confirmed via tracking |
| Item shows signs of use or wear | ✗ No | Leather scuffs, odors, or alterations |
| Custom or personalized orders | ✗ No | Made-to-order items are final sale |
| Sale or discounted items | ◐ Conditional | Store credit only, no cash refunds |
| Defective or damaged item received | ✓ Always | Full refund or replacement, no conditions |
⚠️ Please note: Natural leather variations — including grain patterns, slight color differences, and subtle texture changes — are not considered defects. These are inherent characteristics of genuine full-grain leather.03
How to Initiate a Return
Follow these steps to start your return process:
- Contact us within 14 days of delivery. Email returns@pelleria.com with your order number, the item(s) you wish to return, and the reason for your return. Please attach photos if the item is damaged or defective.
- Wait for our return authorization. Our team will review your request within 1–2 business days and send you a Return Merchandise Authorization (RMA) number along with return instructions.
- Pack your item securely. Wrap the item in its original packaging (dust bag and box). Write your RMA number on the outside of the parcel. Do not return items without an RMA number — they will not be accepted.
- Ship the item to the address provided. Use a trackable shipping service. You are responsible for return shipping costs unless the item is defective or we made an error.
- Receive your refund or replacement. Once we receive and inspect the item (typically within 3 business days), we will process your refund or send a replacement. You will receive a confirmation email.
Refunds
Refund Method
Approved refunds are issued to the original payment method used at checkout (credit card, PayPal, etc.). We do not issue cash refunds.
Processing Time
| Stage | Timeframe |
|---|---|
| Item inspection upon receipt | 1–3 business days |
| Refund processing (our side) | 1–2 business days |
| Credit card / bank processing | 3–7 business days |
| PayPal refunds | 1–3 business days |
| Total estimated time | 5–10 business days |
If you have not received your refund after 10 business days, please check with your bank first. If the issue persists, contact us at returns@pelleria.com.
Partial Refunds
A partial refund may be issued in the following situations:
- Item returned with minor signs of use (at our discretion)
- Item returned without its original packaging
- Return received after the 14-day window but within 21 days (store credit only)
Exchanges
We offer exchanges for items of equal or lesser value, subject to stock availability. If you would like a different color or size, please indicate this in your return request email.
For exchanges of higher-value items, we will issue a store credit for the returned item, and you may place a new order for the item you want.
⚠️ Due to the handcrafted nature of our products, we cannot guarantee that an exact replacement will be available. Each PELLERIA item is unique.06
Damaged, Defective, or Wrong Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery:
- Email returns@pelleria.com
- Include your order number and clear photos of the issue
- We will arrange a free return and offer a full refund or replacement
In these cases, we cover all return shipping costs and you will not be charged any additional fees.07
Return Shipping Costs
| Reason for Return | Who Pays Shipping? |
|---|---|
| Change of mind / personal preference | Customer pays return shipping |
| Item is defective or damaged | PELLERIA covers all costs |
| Wrong item received | PELLERIA covers all costs |
| Exchange for different style | Customer pays return shipping |
We recommend using a trackable shipping service for all returns. PELLERIA is not responsible for items lost in transit during the return process.08
Non-Returnable Items
The following items cannot be returned or exchanged under any circumstances:
- Custom or personalized leather goods (monogrammed, custom-sized)
- Items that have been used, worn, or altered
- Items returned without prior authorization (no RMA number)
- Gift cards
- Items purchased from third-party resellers (not pelleria.com)
International Returns (Europe & USA)
We accept international returns from all countries we ship to, including the United States and all EU member states.
- Return address: Provided in your RMA confirmation email
- Customs declarations: Mark your parcel as “Returned Goods — No Commercial Value” to avoid import duties
- Duties & taxes: Original duties and taxes paid on your order are non-refundable by PELLERIA (subject to your local customs authority)
- Processing time for international returns: Allow up to 14 business days for receipt and processing
For customers in the European Union: Under EU consumer law (Directive 2011/83/EU), you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. This is your statutory right and applies in addition to our policy above.
Need help with your return?
Our customer service team is here to assist you. We typically respond within 24 hours on business days (Monday–Friday).