Our handcrafted leather planners and journals are produced with the utmost care and premium materials. While each item undergoes rigorous quality checks before shipment, we understand that issues can arise—from transit damage to customization errors. This policy outlines how we address your concerns thoughtfully and efficiently, ensuring you receive a product that meets your expectations without referencing strict deadlines or warranty clauses.
1. Initial Inspection Upon Delivery
As soon as your planner or journal arrives, please:
- Examine Packaging: Look for signs of rough handling—crushed corners, torn wrapping, or moisture marks.
- Inspect the Planner: Open the box and check the leather cover for scratches, stains, or tears.
- Verify Contents: Ensure all included accessories—bookmark ribbons, elastic bands, internal pockets, and any detachable notepads—are present and undamaged.
If you notice any defect or omission, photograph the item alongside its packaging to document the condition. This visual evidence helps us identify the source of the issue and accelerates your resolution.
2. Damaged or Missing Components
Should any part of your planner arrive damaged—be it bent corners, broken notebook rings, or missing inserts—contact us promptly with:
- Order Reference
- Description of the Issue
- Photographs Showing the Damage or Missing Parts
We will respond with one of two solutions:
- Replacement Parts: For minor damage (e.g., a torn elastic or missing ribbon), we’ll dispatch the exact component for you to install easily.
- Complete Exchange: If the damage affects the planner’s overall integrity—severe scratches, large tears, or missing essential sections—we will ship a fresh planner at no extra cost. There is no need to return the damaged item, unless otherwise requested for carrier inspection.
3. Customization and Printing Errors
Your personalized planner details—name embossing, specific layout choices, or unique cover colors—are reproduced exactly as provided. In the event you receive:
- Incorrect Embossing: Spelling mistakes or misaligned text.
- Wrong Layout: A monthly spread when you ordered weekly, for example.
- Color Mismatch: Cover leather appearing markedly different from your selected shade.
Please email us your original submission file or order confirmation alongside clear photographs of the planner you received. We will:
- Review and Validate the discrepancy.
- Recreate the Planner using corrected specifications, ensuring alignment with your approved proof.
4. Exchanges for Different Formats
If you decide that a different planner model or size would better suit your needs, we can facilitate an exchange:
- Specify Your New Choice: Indicate the planner design, size, and features you prefer.
- Verify Original Condition: Confirm that the current planner is in reusable condition (intact cover, unmarked pages, and accompanying accessories).
Should the new planner have a higher price point, you may pay the difference; if it’s lower, you will receive store credit for the balance. We will provide a prepaid shipping label to return the original planner securely.
5. Order Cancellations and Modifications
Because each planner is made to your exact customizations, we begin production soon after your order is confirmed. If you wish to:
- Cancel Your Order: Notify us before production starts. We can then halt the process and issue a full refund.
- Modify Custom Details: Request changes to embossing text, layout preferences, or leather color before the planner is cut and bound. We will adjust your order without delay, provided production has not yet commenced.
6. Store Credit and Alternative Solutions
When a replacement or exchange does not address your preference, you may opt for store credit instead of a physical exchange. Store credit applies to any future purchase—be it another planner model, refill pages, or accessory kits. If you prefer a refund beyond credit, our team will work with you to determine a fair resolution that considers the custom nature of your item.
7. Continuous Improvement & Feedback
Your experiences guide our ongoing refinement. After we resolve your issue, you may receive an invitation to share feedback on:
- Packaging Durability
- Print and Embossing Quality
- Ease of Use and Functionality
We analyze every comment to enhance our materials, processes, and customer support protocols.
8. How to Reach Support
For any questions or concerns related to your leather planner or journal, please contact us via email or our online chat portal. Be prepared to provide:
- Order Number
- Clear Description of the issue
- Supporting Photos or Files
Our dedicated support team will guide you step by step—whether arranging part replacements, coordinating exchanges, or assisting with order updates.
By emphasizing personalized attention, flexible solutions, and ongoing product refinement, we ensure that your custom leather planner becomes a reliable companion in your professional journey. Should any aspect fall short, rest assured that we are committed to making it right.