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Frequently Asked Questions (FAQ)
Q. When will the items I ordered arrive?
A. We do not produce items in advance. Each piece is crafted after carefully assessing the condition of the leather. Therefore, please allow approximately two weeks (business days) from payment confirmation. During peak periods, processing may take up to two months. We will contact you if this occurs.
Q. I haven't received the order confirmation email.
A. There is an issue with your email settings, such as the email being blocked or classified as spam. Please ensure your email settings are configured correctly. Once you have adjusted your settings, contact us and we will resend your order confirmation email.
This configuration is especially essential for carrier email addresses. Not only on our site, but emails from addresses like @ezweb.ne.jp,@docomo.ne.jp ,@softbank.ne.jp, hotmail, icloud, etc., frequently experience issues. We recommend using Gmail or similar services.
If you wish to change to a different address, please use the contact form below to provide both your current and new email addresses.
Q. I would like to change my address.
A. Once an order is placed, production and shipping preparations proceed automatically and cannot be altered. After shipment, you will receive the tracking number via email. Please contact the shipping carrier directly to make any necessary arrangements.
However, changes are possible before production begins. Please use the form below to provide your order number and notify us of the new and old shipping addresses. After updating the information, we will resend your order confirmation email.
Please note that the billing address is used solely for fraud prevention checks and cannot be changed after the order is finalized.
Q. I want to change the color, cancel, or return it.
A. We cannot modify order details. Please return the item and place a new order. Additionally, since shipping preparations proceed automatically, we cannot accept cancellations. Please review the “Returns, Repairs, and Important Notes” section.
Q. I want to return it because the leather has a scratch.
A. Re:ne leather goods are handmade using natural leather. As such, each piece features unique characteristics inherent to genuine leather, including natural marks, color variations, minor production imperfections, and differences in shade depending on the time of arrival.
These elements form the one-of-a-kind personality of genuine leather, revealing its distinct character only to you. We invite you to enjoy living with this genuine leather and savoring the aging process that reflects your life.
※Please note that we cannot accept returns based on the characteristics of the leather or minor scratches incurred during production.
