Frequently Asked Questions

Here is a list of our most frequently asked questions…

This is not an exhaustive list, however, it at least covers the basics to help you out.

For more info or any questions that aren’t listed here, please contact us and we will be more than happy to assist you…

Are Your Items ‘Genuine Leather’?

Yes… They are all Genuine Leather.

We are committed to offering our customers the highest of quality Leather items that will last them a lifetime. Because of this, we are only able to offer Genuine full grain leather, as bonded leather and other synthetics are inferior and break down or wear out long before they should.

Please see our page on ‘About Leather’ for more information about the difference between the types of Leathers

Do You ‘Guarantee’ Your Products?

Yes. We offer a full 1 year money back guarantee on EVERY item that we sell for quality and consistency. Please read our full terms on the Guarantee page

What payment methods are available?

We accept all Major Credit Cards (Visa, Mastercard, American Express & Diners Club), PayPal payments and bank transfer for all online purchases.
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Do you do ‘Custom Orders’?

While we offer a great range of products, and with many of them unique to us, we have a full schedule of designing and manufacturing our own products. Unfortunately, due to this, we are unable to offer a custom service at this time.

Will I be charged Customs and Import Charges?

Please note customs or import duties are charged once the parcel reaches its destination (delivery) country. These charges must be paid by the recipient of the parcel.

As customs policies and import duties vary widely from country to country we have no control over these charges, and cannot confirm what the cost would be.

We recommend that you contact your local customs office for current charges before you order, to avoid any unforeseen charges.

When will I receive a confirmation that my order has been processed?

If you have not received an online order confirmation after 24 Hours of placing your order, please contact customer service. The reason for this may be because you have incorrectly entered your email address.

No orders are processed between 12:00pm on Saturday and 9:00am Monday Morning, so it may take longer for your email to come through if it falls in this time frame.

Whilst we do our best to attend to all orders and have them shipped within 24-48 hours, sometimes this is just not possible, but we will always do our best to contact you if this is going to occur.

How can I track my item?

All our parcels are sent through Australia Post on either the Domestic or International Service required.

Upon posting your product out to you, you will automatically be notified by Australia Post of the tracking details and information for your parcel.

If for what ever reason you do not receive this information, please contact us, and we will be happy to send it through to you separately.

Does Lyne Leather offer a repair service?

If the item you want repaired is one of Lyne Leathers Products please refer to our 1 Year Guarantee Warranty.

If the item is another brand, unfortunately we are not able to offer a repair service for you.

Can Lyne Leather provide spare parts?

Depending on what the part is that you are after, we may be able to supply you with parts that match your item, or ones that we stock. However, this is not guaranteed as a service.

Please contact us via phone or email and let us know specifically what you are after, and we will do our best to assist you.

Can I exchange or return my purchase?

Unless the product is defective, we do not offer an exchange or return service. However, we do like to keep our customers happy, as that is what keeps us in business. So, please call us and we will try to resolve the issues you may have.

Please refer to our guarantee page for information on this topic.

Can my order be gift wrapped?

We are more than happy to offer a Gift wrapping service for each of our products. Please select this option at the checkout by adding it to the cart.

The cost of Gift wrapping is an additional $10, and will be wrapped in a brown kraft paper wrap.

If you would like to include a note with your gift, please add the note in the notes section at checkout and we will print it out and add it to your gift at no extra charge.

What if my order is damaged or incomplete?

Whilst we take every measure to ensure your item is well taken care of, sometimes things do happen whilst in transit, and that is out of our hands.

Please inform us immediately after receiving your item if it has been damaged, and send us an email with photographs showing what has happened.

Our customer service department will then be in contact with you to discuss a suitable option to resolve the issue.

Do you deliver internationally?

Yes we do. When you go through the checkout process, simply fill in all your details and select international shipping as your option. Each country has different time frames however based on the services provided by each country.

For most western countries, you will be looking at a time frame of 3-10 business days in transit, and then other countries may be up to 3 weeks for delivery.

Please contact us before ordering if you would like us to confirm with you the expected time frame for your country.

Also, please note that some countries do charge an additional fee for duty/taxes upon your product arriving in your country.

We are unable to provide you with your particular countries policies, and so we recommend you contacting your customs department to find out what cost’s may apply upon your parcel entering your country.

What are the delivery charges and timeframes?

We offer FREE standard delivery on orders totalling over $29 Australia-wide (except for Goods that require Special Delivery).

Orders totalling under $29 will incur a shipping fee of $8.25.

We know you want your goods as soon as possible and our orders are generally dispatched within 1-2 days of order placement, (Unless otherwise stated in product description) at which time you will receive an email notification.

Once dispatched, the delivery is handled by our fulfilment partner, Australia Post. Overall delivery timeframe expectations are outlined by Australia post, and are out of our control.