FAQs

 

Is everything made to order? What does that mean?

Yes, everything in our store is made to order. That means that a product is made only after an order is received. There are no products in stock, sitting in inventory, that are ready to ship. 

How long will it take to make my order?
Typically, production times on Decor and Gift items (such as skins, home decor, small goods) take 10-14 days to complete. For bespoke orders, allow 4-6 weeks for production. 

When will my order ship?

 Orders ship out after production is complete, usually within 10-14 business days after you placed your order. A tracking number will be sent to you to the email you placed on file at checkout. Please allow 4-6 weeks for production on bespoke orders for bags and similar items.
Why does production take so long? 		We use traditional leather crafting methods which involve processes that cannot be rushed. The results are beautiful, quality goods that cannot be replicated by machines or factories. We thank you for your patience and understanding.
Can I cancel, return, or exchange my order? As soon as an order is placed, materials are sourced and cut, just for your specific order. Once our leather is cut, it cannot be salvaged. That being the case, we cannot cancel, refund, or exchange orders. However, your satisfaction is important to us. If you receive a product that is damaged, do not hesitate to reach out to us. We will be happy to assist you.
What kind of materials do you use? Our products are made with full grain vegetable tanned leather from a renowned tannery in Italy. The leather is known for its rich color, smooth and supple texture, and its beautiful patina.

What is vegetable tanned leather? 		It is leather that has been vegetable tanned, as opposed to chrome tanned (which is chemical base). Vegetable tanning is the more natural way to treat leather, and requires more time and attention to achieve the desired results. It is sought for its quality, durability, smooth texture, and patina. 
What is patina?

Patina is a standard part of the natural aging process. Over time, leather patina will yield a subtle sheen, richer color, and increasingly supple texture.It will also retain the marks and scratches of everyday use, resulting in a unique 'fingerprint' reflective of your own life. Aged leather has a distinctively vintage look that is highly sought after, only the highest grades of leather will exhibit patina.

How can I care for my product?

 Apply a leather conditioner to your product as often as you want. Use a clean soft cloth in massage the conditioner into the leather. Leather that is regularly cared for will reward you with its beauty and durability.
How do I install my leather skin on my device? Watch our installation video to see how to install our skins!
Do you offer skins for my device? I don't see it online... Email us at info@therasatelier.com to inquire of custom orders! We will try our best to assist you.
Can I personalize trays? Trays are among the few products in our store that cannot be personalized. Due to the molding process required in its production, we do not offer personalization on our trays.

I have a product or style in mind, but I don't see it in your store. Can I do a custom order?

 Contact us regarding any custom/bespoke orders via email at info@therasatelier.com. We will try our best to assist you!