FAQ

ORDERING

• How can I make an order?

Through our E-shop: you will be able to purchase any of our products easily and we ensure the security of payment for both payments methods; credit card or Paypal.

By email: you can send us a mail at huemulleather@gmail.com indicating the reference of the product, the quantity you would like to buy and your shipping and billing details if you want an invoice. We will confirm your order by email, detailing the product costs as well as the shipping costs. To validate your order, we will ask you to proceed with the payment by bank transfer, credit card or Paypal.

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• How will I know that my order has been received? 

When finalizing the order, a message will appear on your screen indicating that your order has been sent correctly to Huemul Leather. You will soon receive an email confirmation for your purchase at the address indicated.

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• What can I do if I don’t receive the order confirmation email? 

You can write us at huemulleather@gmail.com giving us your name and details of purchase and we will solve the problem as soon as possible.

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• Is it possible to make changes or cancellation after my order has been confirmed?  

All changes and cancellations are possible without any additional cost until payment confirmation. Once the payment has been done and you have received our email confirmation, please contact us at huemulleather@gmail.com to know if your order has been sent. If not we can still cancel or modify your order; if your order has been shipped, please refer to the “returns and refund” section.

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• Is it possible to create a special design or personalize a product?

If you would love to have a personalized product or design, send us an email to huemulleather@gmail.com and our craftsman will  contact you to help you with it. We create with you.

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• A product is out of stock, will it be available again? 

If a product is out of stock and you are expecting to restock it, send us an email to huemullether@gmail.com and we'll lt you know if we are thinking to restock it or if we can create a new one for you.

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DELIVERY

• What are the shipping costs?

Shipping costs are calculated automatically in our E-shop depending on your order and location.
If your country doesn’t appear in the list of destination, you can send us an email at huemulleather@gmail.com and we will make you a personalized quotation.

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• How long it will take to send my order?

Generally all the orders will be prepared and dispatched the day after receiving the order. We commit to send each order in a maximum of 2-3 working days after receiving it depending on the quantity order. If we have to produce some items, we'll send you an email and agree a dispatched day with the client.

 
Orders placed during the weekend will be processed on the following monday and all the orders placed during bank holidays will be processed the next working day.

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• How long does it take for my order to arrive? 

The delivery time depends on your location.

Spain
Delivery times in Spain depends of the geographical area:
Peninsula: 24h – 48h (working days)
Balearic Islands: 48h – 72h (working days)
Ceuta, Melilla and Canary Islands*: aprox 10 days (working days)
 

All the shipments to Spain are realized by TNT courier company.
* Please note that the customs duties and the local taxes are payable by the buyer. You can refer to your country’s local customs authority website for the latest update on rates.

Europe
The delivery time for a shipment within the European Union is 2 to 5 working days using TNT courier company.

The delivery time for a shipment outside the European Union is 3 to 7 working days usingTNT, excluding customs processing.
As the countries outside the European Union are not subject to Spanish VAT, this will be deducted from the purchase price during the checkout process.
Please note that we are not taking charge of the customs tariffs and other fees. You can refer to your country’s local customs authority website for the latest update on rates.

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• How can I track my delivery? 

Once your order has been shipped, you will receive an email to confirm that your package has been sent. This email will include your TNT tracking number, which you can use to track your parcel until it arrives.

For this you only have to go to the TNT website and enter your tracking number in the related box to track your parcel.
If you want more information or if you want to organize the delivery to the day that suits you, please contact them at the phone number you will find in their email.

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PAYMENT METHODS

• What are the different payment methods?

We have three different payment possibilities, depending on how you choose to make your order:

• Credit card payment: we accept Visa and Mastercard but not American Express.

• Paypal

• Bank transfer if you choose to make your order by email.

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If you have a problem when doing the payment in our E-shop, please contact us at huemulleather@gmail.com

• Is my payment secure?

All our payment methods are totally secure. After making a payment on our E-shop, your bank details will be completely encrypted and protected by the secure system of STRIPE. These datas are protected from unauthorized propagation on the internet.

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