Shipping, returns & refunds

Last updated: 2 October 2026

This policy applies to orders placed on virtualleather.net. Orders placed on Etsy are also covered by Etsy's own purchase protections. Nothing in this policy affects your statutory rights as a consumer.

Made to order

Our aprons and most of our leather goods are made by hand to order and personalised for you. After you order, we send a design proof to the email or phone number you gave us. We start production once you approve it.

Production and delivery times

TODO (owner): state the usual production time after proof approval, and typical delivery times by region (for example USA, UK, Europe, rest of world).

We send you a tracking number by email or WhatsApp when your order ships.

Shipping costs

Shipping costs are calculated and shown at checkout before you pay.

Customs, duties and import taxes

Your order is shipped from Colombia. TODO (owner): say who pays import duties and taxes in each destination country (the 2-apron bundle includes duties; confirm the policy for other orders).

Changing or cancelling an order

If you need to change your design, tell us before you approve the proof. TODO (owner): confirm whether an order can be cancelled for a full refund before the proof is approved and production starts. Once production has started we can't cancel a personalised order, because the item is made to your specification.

Returns

Personalised and made-to-measure items

Personalised and made-to-measure items are made to your specification. Consumer cancellation rights do not apply to them. This is the case under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive. So we can't accept returns of personalised items if you change your mind. This does not affect your rights if an item is faulty or not as described (see below).

Items that are not personalised

If you are a consumer, you can cancel an order for an item that is not personalised (for example our leather care grease) within 14 days of receiving it, without giving a reason. Tell us by email at danielguanes@virtualleather.info and return the item unused within 14 days of telling us. Unless the item was faulty, you pay the return postage. We refund the price and the original standard delivery cost within 14 days of receiving the item back.

Faulty, damaged or incorrect items

If your order arrives damaged or faulty, or doesn't match the proof you approved, contact us as soon as possible. Include your order number and photos. We'll repair it, remake it or refund you, as appropriate and as your consumer rights require.

Leather is a natural material. Small variations in tone, grain and markings are normal and are not a fault.

How refunds are paid

We refund to the original payment method. Your bank or card provider may take a few days to show the refund.

Contact

Email danielguanes@virtualleather.info or message us on WhatsApp +44 7552 809738.