Shipping policy
SHOPPING INFORMATION
All orders are traceable via a tracking link provided in your shipping confirmation email.
For customer care, please reach out via our chat or email us at shop@cafeleather.com, and we’ll get back to you as soon as possible, normally within one working day.
(*) Working days
(**) Spain (exc. Canary Islands, Ceuta & Melilla)
Europe 1: Austria, Belgium, France, Germany, Italy, Ireland, Netherlands, Andorra.Slovakia, Slovenia, Czech Republic, Finland, Greece, Sweden, Hungary, Denmark, Bulgaria, Croatia, Poland, Estonia, Romania, Latvia, Lithuania, Luxembourg. (Canary Islands, Ceuta & Melilla)
Europe 2: United Kingdom, Switzerland, Norway, Liechtenstein, Mónaco.
North America: United States, Canada.
World 1: Saudi Arabia, Australia, China, South Korea, United Arab Emirates, Hong Kong SAR China, Israel, Japan, Kuwait, Morocco, Mexico, New Zealand, Qatar, San Marino, Singapore, Thailand, Taiwan, Turkey, Tunisia, Malaysia.
World 2: If your country is not listed above, it is part of the W2 group.
Returns & Exchanges
When exchanging items, both return and exchange shipping is free of charge in Spain and Europe 1 countries. Returns (without exchange) are subject to a fee of 5 EUR.
Returns Period
30 days.
Payment Methods
Credit and Debit Card (Visa, Mastercard), PayPal (also Amex via Paypal) and Klarna.
SHIPPING
DELIVERY
All orders are shipped from our warehouse in Madrid (Spain) with our logistic partner UPS. Depending on your country, you have two different options: Standard or Express
Orders are generally delivered to the recipient's door. If the carrier is unable to deliver the package, it will be taken to a pickup point or a second delivery attempt will be made the next day. Depending on the location and the selected shipping option, you may have the option to modify the delivery method once the package has been dispatched. For example, you could opt to have the package delivered to a pickup point, to a neighbour, left in a safe place, or choose a different delivery date.
Please note that packages are usually delivered during the day. Therefore, we recommend providing a delivery address where someone will be available to receive it, such as a work address if applicable.
FREE SHIPPING
Free shipping is determined at checkout, based on the order amount, active campaigns, and possible promotional codes. For more information about the minimum order amount to access free shipping in your country, please refer to the shopping information section.
ORDER TRACKING
All shipments include a tracking number. You will receive an email notification once your order has been dispatched from our warehouse in Madrid, Spain. Through the link provided in the notification, you can track your order during transit. In areas where the final delivery is carried out in collaboration with the local postal service, the tracking information will be available once the package has reached the destination country. Therefore, it may take up to 3 business days for the tracking status to update.
SHIPPING INSURANCE
Café Leather ensures each purchase from the moment it enters transit until it is delivered. If you specify a third party for delivery, you accept that their signature is sufficient proof of receipt and fulfilment by Café Leather.
If you authorize the carrier to leave the package outside your home without a signature, Café Leather will not be responsible for the delivery.
For any questions or inquiries about shipping, please contact us at shop@cafeleather.com.
TAXES, CUSTOMS & DUTIES
For all international destinations (outside Europe 1), shipments are sent under the Delivery At Place (DAP) incoterm. This means that taxes, duties, and customs fees are not included in the price and must be paid upon delivery to the local authorities. We are, unfortunately, unable to calculate the exact cost of taxes and duties your order might incur, as these charges are imposed directly by the destination country. Café Leather does not cover any such taxes, duties, or related charges. Café Leather does not cover taxes and duties incurred on refused or unclaimed packages.
If you believe you have been incorrectly charged customs duties, we recommend contacting UPS or your local customs office to dispute the charges.
RETURNS & EXCHANGES
To start a return or exchange, please email shop@cafeleather.com with your order number and specify what you'd like to do. We'll handle the process from there.
GENERAL RETURNS AND EXCHANGES INFO
Returns must be shipped or postmarked within 30 days of being received.
Returned goods should not have been used and need to be returned in resellable condition with all original packaging intact. Return items can either be exchanged or refunded.
Discounted items are not eligible for free returns or exchanges.
Personalized products cannot be returned or exchanged.
If an exchanged item is out of stock, it may be placed on backorder or refunded.
FREE EXCHANGES AND RETURNS for orders within Spain and Europa 1* (Check countries):
To provide the best possible experience, CAFÉ offers FREE EXCHANGES to these countries. Shipping both ways (inbound returns and outgoing exchanges) is covered by CAFÉ. This means you can try our products and find the right size without any risk.
In case of returns, the full item value excluding a return fee (5€) will be refunded.
For orders outside Spain and Europe 1:
You will have to cover the return shipping yourself. In case of returns, the total item value is refunded excluding any taxes or import duties that may be applied to the returned goods. Café will not be responsible for any taxes or import duties that may be applied on returned goods.
To avoid tax costs, we recommend that the product arrives in Spain within 30 days of shipping. After 30 days, the customs department will process the entry as a purchase and not as a return, which may incur customs duties and taxes. Also, is important to know that returns may occur on customs processing fee, which must be paid by the customer.
RETURNING YOUR PURCHASE
To start a return or exchange, email shop@cafeleather.com with your order number and specify what you'd like to do. We'll handle the process from there.
If you experience any issues or defects with your product, please let us know what happened and send us a picture if needed to clarify. We will be happy to solve this in the most efficient way.
EXCHANGES
You can exchange any item for another color, size, or even another product, as long as it is in stock.
Replacement items are shipped within two workdays since we received your exchange product. Please remember that exchange products should not have been used and need to be returned in resellable condition with all original packaging intact.
REFUNDS
If you opt not to proceed with an item exchange, you are welcome to initiate a return for a refund. The complete purchase price of all items will be reimbursed as written in previous points. However, please remember that any applicable customs duties and sales taxes are not included in the refund.
Refunds are processed once the return items have been received at our warehouse and passed the inspection. When the return is approved, you will receive a refund confirmation e-mail.
If you paid by credit or debit card, direct debit or directly via Klarna’s app or website, the amount will be transferred back to the account or card used within 5 working days, from the time the return was processed. If you paid via invoice, you will be contacted by Klarna to provide necessary information to process your refund shortly after the refund has been authorized. Please note that the return fee will be deducted from the refund if applicable.
If you return your item(s) before you pay your Klarna invoice, please make sure to pause your statement either on your Klarna app or by contacting Klarna’s Customer Support to make sure the invoice will be adjusted accordingly. Please note that a return fee will be added to your invoice.
Please note that it can take up to 10 working days for your return to be received and handled at our warehouse and up to 5 more days until the money arrives on your account depending on your chosen payment method.
BACKORDERS
Our Backorder policy allows customers to order products that are temporarily out of stock while they are being produced. This ensures that you can secure an item before it is restocked and also offers you an extra discount for the wait.
HOW IT WORKS
If a product is on backorder, you will see a notification on the product page.
Proceed with checkout as usual. Payment will be processed immediately to reserve your item.
Once the item is back in stock, we will ship it to you automatically.
You will receive an email confirmation with tracking details when your order is dispatched.
ESTIMATED DELIVERY TIMES
Backordered items typically ship within 2-6 weeks, depending on the product and supplier availability. If there are any delays, we will notify you via email.
CANCELLATIONS & REFUNDS
You may cancel a backorder at any time before shipment for a full refund.
For any inquiries about backorders, contact shop@cafeleather.com.
Please understand that all our products are handcrafted and may have some delays. In case this happens, we really appreciate your understanding, and rest assured that you will be informed immediately. We know the importance of having updates as soon as we know them.