Our main target is to have our clients satisfied with CAFE® products. Therefore, if you purchase any of our products and you are not satisfied for any reason, please let us know it using our contact details (Customer Service) that we provide on our Website. We will do our best to solve any issue. Also during the course of the request, we will ask you several questions in order to understand the reason why you have lost interest in any of our products. Your feedback is very important to us and knowing it makes us improve every day in order to offer you what you are looking for.
What does “Lifetime Guarantee” means?
Lifetime guarantee means that we want to reward our clients’ trust by taking responsibility for ensuring the quality of CAFE® products lifetime, for possible manufacturing defects (material and/or manufacture failures) excluding the general wear of the product (*), that is, from using the product after a prolonged period of time.
What does not “Lifetime Guarantee” cover?
Our LLG does not cover products failures caused by accidents during use, willful damages, misuses or extreme uses (i.e. not following the care instructions), including the damage caused by animals and third parties (i.e. caused by any kind of transportation).
CAFE LEATHER’s LLG only covers the purchase of products distributed by official brand channels or authorized retailers.
Also, each item returned will be examined by our product and returns team.
What is considered “General Wear”?
‘General wear’ is the natural breakdown of materials over a long period of normal usage. Therefore, it has nothing to do with manufacture defects, as any product in perfect condition used intensively and lengthy will be wear out. Consequently, when a CAFE® product in perfect condition has served well, but, shows a general wear, due to normal use, you will be able to buy a spare to last another lifetime.
What if I receive a damaged, defective or incorrect product?
Please, contact us as soon as possible, by sending an email to our Customer Service (firstname.lastname@example.org). You will need to identify yourself by giving us the purchase order number and more details about the product.
Will you repair my product or replace it?
It is your choice. However, considering the type of product we recommend to repair it instead of replacing it with a new product, since this kind of items acquires sentimental value over time.
When the times comes, we will ask you if your product has a sentimental value for you. That way we will be able to fulfill your wishes and do our best repairing it with the best artisans’ hands, if the repair is possible.
Please, note that these repairs may include additional costs depending on the type of damage so, in this case, we will confirm the cost of such repair before undertaking it. Otherwise, if you want us to replace the damaged product, we will send you a new product, but not the damaged item.
How can I pay?
Purchases made on this Website can be paid by credit or debit card (VISA, MasterCard o American Express) and even by Paypal.
Is it safe to order online?
We do know that buying online make us feel a little less confidence than buying in a street shop but believe us, days have changed.
We have tried to make our Website as simple and secure as possible, using the latest encryption methods to ensure that your card details stay safe as you shop. We use industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details.
Standard shipping hours are Monday – Friday, 9 am – 7 pm GMT+1.
You will receive an e-mail containing your tracking number as soon as the label is printed for dispatch. This information may take some time to be available.
Once your order has shipped from Café, status will be available at carrier website. We are happy to help but the information we have is the same as provided by carrier tracking.
If you order was not delivered on time, please, let us know as soon as you detect it, so that way we can solve the incident without delay.
Do you ship worldwide?
CAFE LEATHER SUPPLY dispatches products anywhere with different fares. In Europe, we offer free shipping free or express delivery with additional cost.
Shipment outside of UE involves an additional cost that needs to be paid by the customer and under her or his responsibility. Likewise, the customer will assume any problem given in the Customs proceedings or in the international control office.
How much is the shipping cost?
Can I choose a different address than home?
Of course. You can submit the shipping address that suits you. You may even use a shipping address different from the billing address.
What shipping methods do you use?
We primarily use UPS, DHL, MRW and FEDEX. In Spain our supplier is MRW.
How long will my delivery take?
In Spain, products will be delivered from 1 to 3 days, depending on the type of shipment. In any case, there is a weekend in between, delivery can be delayed 1 or 2 more days.
For deliveries within the EU (excluded Spain) the order will be delivered within 2 to 5 days period counting from the output of the product from the CAFE LEATHER’s facilities.
Regarding deliveries outside the UE, the orders will be delivered within 2 to 6 days period depending on contingencies occur in Customs and the corresponding process in each country.
Please, remember that international deliveries (outside the UE) may entail additional costs than the described on the present terms and conditions (Customs; regarding dispatches of international monitoring) that must be paid by the customer at the destination.
The referred periods may undergo changes (delay) due to causes unconnected with CAFE LEATHER SUPPLY -i.e. land or air transport strikes, or any other type of unavoidable eventualities- as well as due to events delaying the delivery of our products in case of relevant campaigns during which logistic providers -transport services- may be overwhelmed (i.e. Christmas; Black Friday…). Despite CAFE LEATHER LEATHER SUPPLY do its best in order to foresee and avoid this kind of situations, just in case, we trust you that you will understand this situation.
Shipping fees are non-refundable.
The products must be returned within 14 days calendars following the customer withdrawal communication). In any case, the articles have to be in perfect condition and not show any signs of usage. Also the client must pack them carefully in order to ensure that it will return to CAFE LEATHER in perfect condition; otherwise, if we received the products in poor conditions, we will not be able to accept them.
You must contact our Customer Service if you want to return any CAFE® product, for CAFE LEATHER to examine your request.
How do I proceed with my return?
If you want to return any product purchased on our website, you should always contact first our Customer Service at email@example.com. They let you know the following steps, once you inform them by forwarding the email you received as a confirmation of your purchase.
Remember that items purchased from CAFÉ website cannot be exchanged or returned at physical stores that sells CAFE®.
If you originally purchased through one of our authorized retailers, you may return it to the same shop you bought it and they will contact us so we can come back to you shortly.
What are the return costs?
They are the expense that the buyer will pay in case he or she wants to return any product.
Your privacy is one of the main aspects that concerns CAFE®.
Therefore we are committed to save, and protect your data, as well as not sharing your data with third parties. To guarantee the integrity of your personal data, our systems and payment gateway are highly secured with the appropriate safety measures.