FAQ - Frequently Asked Questions

When will my order be dispatched and delivered?

Once we have received your order, we will usually dispatch it within 1 to 2 work days.

Delivery with UPS usually takes 2 to 7 work days and you will receive a tracking number so that you can track your parcel.

Which shipping options are available?

We offer two shipping methods: UPS Parcel Shipping and Global Shipping with Deutsche Post.

Our Global Shipping method is specifically for individual small, lightweight products. Parcels sent with Global Shipping are not insured and you will not receive a tracking number if you select this shipping method. You can see a list of prices for Global Shipping here.

If you select UPS Parcel Shipping, your parcel will be insured and you will receive a tracking number for your order.

How can I track my order?

If you have selected UPS Parcel Shipping as your shipping method, you will receive an automatic confirmation email once your order has been dispatched. In this email, you'll find the tracking number, expected delivery date, and a link to track your order. If you haven't received this email, please check your spam or junk folder.

Can I choose any delivery address?

You can enter your home address, as well as the address of a package locker, parcel shop, or post office branch. Please ensure that you have entered the correct delivery address when placing your order, as the delivery address cannot be changed once the parcel has been sent.

If you notice an error in your delivery address once your parcel has been shipped, please get in touch via our contact form.

Please note that you are responsible for entering the correct delivery details when placing your order. If the delivery address we receive is incorrect and your order cannot be delivered, you will be responsible for placing a new order and covering any additional costs that are incurred.

What should I do if I don't receive my order?

If your order does not arrive within the specified time period, please contact our customer support team at info@gusti-leder.nz and give them your order number.

Unfortunately, we cannot resend unclaimed or undelivered items. These items will be refunded (minus any handling fees). This does not apply to engraved items as they have been personalised. If you have any questions, please contact our customer support team via email.

How can I pay for my Gusti Leather items?

We have several payment options available:

• Credit card (Mastercard, Visa or American Express)
• Apple Pay
• Google Pay
• Gift voucher
• Please ensure that you have selected the correct payment method when placing your order to avoid any unnecessary delays in activating your order. 
• If you do not receive a confirmation email about your order 24 hours after placing your order, please contact our support team. Your payment may not have been authorised or there may have been a technical problem.

Paying by credit card

You can pay using your credit card. We accept Mastercard, Visa and American Express credit cards. Your order will be sent once we have received your payment. If you wish to return an item or cancel your order, you will be refunded via the credit card used to complete the order. We use SSL encryption to encrypt your credit card details to ensure that they are secure.

Google Pay

Google Pay is a fast and easy way to pay using the credit card saved to your Google account. You can select Google Pay as your payment method when shopping online on our website. When you’re at the checkout, simply tap the Google Pay button as your method of payment and fill in the details required. Once your order is confirmed, your delivery will be shipped. If you cancel your order, you will receive a refund via your Google Pay account.

Apple Pay

You can use Apple Pay to pay for orders on your iPhone or iOS device. Select Apple Pay as your payment method at the checkout. You’ll be directed to Apple Pay on your iPhone or iOS device once you have placed your order. Confirm your payment details and complete your purchase. Your items will be sent once we have received your payment. If you wish to return your item(s), your payment will be refunded via Apple Pay using the details you provided.

How do I pay using my voucher?

You can use your voucher at the checkout. Simply enter the code during the second step of the checkout process (payment method). Then click the arrow on the right-hand side to activate your voucher. You'll find more information on our info page: How do I redeem my voucher?

How do I know if my voucher has been redeemed?

The new price for your order will be displayed in your shopping basket and on your order confirmation.

Do I need to enter the voucher code exactly as it appears on my voucher?

Yes! Please enter the voucher code exactly as it appears on your voucher (including capitalised and non-capitalised letters).

Can I use my voucher more than once?

You can only use your voucher once.

Can I use multiple vouchers for the same order?

You can only use one voucher per order.

My voucher didn't work, what should I do?

Please check that you have entered the voucher code correctly (exactly as it appears on the voucher). If you have done this and the voucher still doesn't work, please contact our support team at info@gusti-leder.nz

 When can I return an item?

You can return your item(s) within 14 days of purchase, with or without stating a reason for the return, starting from the date on which you receive the final part of your order. Please note that engraved items cannot be returned. You can find more information about returns and cancellations here.

Can I return all of the items from one order in the same parcel even if they arrived in multiple parcels?

Yes. Please complete all of the relevant return forms and return them with your parcel. Please note that engraved items cannot be returned as they are not covered as part of our cancellation policy.

How much does it cost to return a product?

Returns from New Zealand:

You will not be charged for using our return portal to create a return label. We ask that you use our return portal as we cannot reimburse the shipping costs for parcels you have shipped yourself.

Please contact our customer support team via email at info@gusti-leder.nz.

You can return your item(s) for up to 14 days, after this period we can't create a return label and won't be able to refund your item(s). Customers will be responsible for paying any return shipping cost fees.

Where do I get a return label?

Do you want to return one or more products from your order? You can return individual items from your order here. We're sorry you want to return your item(s) but we're happy to help.

Please contact our customer support team via email at info@gusti-leder.nz.

Please note that engraved items cannot be returned as they are not covered as part of our cancellation policy.

Can I exchange an item in my order?

Unfortunately, we don't offer exchanges. If you're unhappy with your purchase, you can return your item(s). Once we have received the returned item(s), we will refund the purchase amount. In the meantime, you can order the new item(s) so you don't have to wait until we've refunded your order. Unfortunately, we can't offset the difference in cost of the item(s).

Please get in touch with our customer support team for more information via email info@gusti-leder.nz

My Gusti Leather product needs to be repaired. Shall I send it back? Who will cover the cost of the repair?

Please contact info@gusti-leder.nz and describe the issue, including photos where possible.

In most cases, Gusti Leather will suggest a repair and cover the cost of the repair, within 1 year of the original purchase. If the purchase was made more than 1 year ago, or if there is a fault due to the product being handled incorrectly, a service fee may be charged. We do not provide a warranty for zips, so you will be responsible for any zip repairs.

We do not repair items at our warehouse in the EU, as this can be expensive for you and for us because of customs charges. Once we have inspected the damaged item via photos, we will offer a discount or local repair. This is decided on an individual basis. Please email us at info@gusti-leder.nz for more details.

Can I return an engraved item if I don’t like it?

We do not accept returns for engraved items as they have been personalised.

How do I look after my Gusti Leather nature product?

Your Gusti Leather nature product can be treated using beeswax or sunflower oil. Ensure that you apply a light, even coat. Test it on the corner of your item first, as it can darken the leather.

Why are there holes or scratches on the leather?

We use hides from free-range goats to create our Gusti Leather nature products. This means that the leather may have small scratches from the trees or bushes where the goats were raised, proving how natural our products are.

Why does my product look different from the one on the website?

We work with different producers and small family-run businesses. This can lead to variations in colour, tone, stitching, and inner lining. Each product is one-of-a-kind and any differences will be noted in the product description. Some of our products are also naturally dyed using poppy, saffron, and indigo which can also lead to slight variations in colour.

How can I protect my product from the rain?

Rain doesn’t usually have a negative effect on our leather products. However, we suggest protecting the bag from any unnecessary rainfall or moisture.

How do I look after my Gusti Leather studio product?

Being aware of the type of leather that your Gusti Leather studio product is made from is the first step in looking after it properly. There is a care product for every type of leather, whether it's suede, smooth leather, or rough leather, that will help keep your item soft and supple for years to come. You can find these care products in most supermarkets or shoe shops. We highly recommend using a waterproofing spray that's suitable for the leather on the product once you've unpacked it.

Why does my product look different from the product on the website?

Our Gusti Leather studio products shouldn't vary too much from the photos shown on our website. However, leather is a natural material and each hide is unique. If you have any comments or questions, please contact us at info@gusti-leder.nz.

How can I protect my product from the rain?

Rain doesn’t usually have a negative effect on our leather products. However, we suggest protecting the bag from any unnecessary rainfall or moisture and treating it with a care product suited to the leather type.

How do I get rid of the smell coming from my leather product?

All of our Gusti Leather nature products are tanned and oiled using plant-based materials. We recommend using your new product as much as possible to reduce the leather smell. The smell of the leather should go away within 14 days of using your item.

You could apply a beeswax-based product to the leather's surface as a short-term solution. We also recommend putting an anti-smell odor cushion in your new bag. Unfortunately, simply airing out the bag does not help reduce the smell.

What are the white marks on the surface of the leather?

You may occasionally notice small white spots or marks on your new Gusti Leather nature product. These tallow marks come from ghee, which is used in the manufacturing process. They are easy to remove. We recommend slowly heating the leather and wipe it using a clean, dry cloth.

Please note that customers are responsible for any marks that occur due to handling our products incorrectly.

How quickly will I get a refund?

We normally refund the money within 14 working days once we have received the returned item. We apologise for any inconvenience if the process takes any longer than this. Please ensure you have provided the correct data in your return form to help us speed up the process.

Can I get a discount if I am a dealer/shop owner?

 No, we no longer offer dealer discounts. We apologise for this inconvenience.

Can I have a discount on bulk orders?

 In most cases, we do not offer bulk discounts. However, we may offer discounts on orders over $2238.31 (€2000). Please contact our customer support team at info@gusti-leder.nz

How do we deal with VAT?

Our online selection is exclusively for private individuals. We do not sell to commercial clients.