FAQ

FREQUENTLY ASKED QUESTIONS 


PRODUCT 

PAYMENT 

SHIPPING 

SERVICE GUARANTEE 



Product 

Do your products made of real hair on cowhide? 

All products are made with real cowhides, no synthetic leather nor substitute.


Are they chrome tanned cowhides?

Our cowhides pass through a chrome tanning process following rigorous safety and health standards.


Do you make custom sizes? 

Yes. We can make any size or shape. Contact us and we will give you a quote for your custom design. 


How are the rugs stitched?

Our rugs are crafted with a high resistant poly cotton thread with a zig-zag stitch. The color of the thread is the same tone of the hide, unless otherwise specified. 


Will the color of the rug change? 

This is a natural product. It tends to change beautifully with time. 


Is my hide or rug going to look just like the one in the pictures?

No. This is a natural product which makes each one of our hides and rugs a unique piece. Pattern variations and slight color differences should be expected.


Do products smell bad?

All products are treated with high quality chemical compounds in order to avoid bad smells.


How can I clean the hair on my cowhide?

Simply brushing or vacuuming your cowhide would be all. Dry cleaning is also an alternative. Avoid all kinds of chemical cleaning products for leather. Also avoid water contact.


How long do your hides last?

That depends on how much they are used, but normally around ten years.



Payment 

What payment methods do you take?

We take credit cards (Visa, MasterCard, American Express), and Western Union quick pay.


Is this a secure site?

The applied technology in this site allows you to make secure payments through the strictest standards on the net. The mentioned platform is provided by paypal.com. 

Do you accept cash-on-delivery (cod) payments?

No, we do not accept “cod” payments. We only accept credit cards (Visa, MasterCard, American Express).

What is the currency?

Your purchase would be paid in American dollars (USD).



Shipping 

Do I have to pay for the shipping?

All products are shipped by air, by “door-to-door” service.


Do you ship your products around the world?

Yes. All products are shipped wherever you are.


What shipping methods do you offer?

Products are shipped by air through the best courier companies.

When can I expect to get my order? 

Delivery time depends on many factors:  the location of the customer, if the item you purchase is in stock or is made to order. Stock items may be delivered worldwide within 1-2 weeks, while customized or not in stock items may be delivered worldwide within 2-4 weeks. 


Will I have to pay taxes or fees while my order is arrived?

Taxes and fees depend on countries or customs. That is why we suggest calling your local customs to confirm it.


May I add shipping insurance for the safety of my purchase?

Shipping insurance for the full value of your shipment is automatically provided for free.


Do products arrive at a given address or at the customs department?

All products ship by “door-to-door” service. It means your order will arrive at a given address.



Service guarantee 

Can I cancel an order?

Orders may only be cancelled by contacting us within 48 hours of order placement. Orders for custom sizes may not be cancelled or changed; unless the manufacturing process has not started when the cancellation is received. 


What if I am not 100% satisfied with the product?

Our products are guaranteed against defects. If you believe your item is defective and wish to exchange it, you must communicate with us within 10 days of reception of the item and we will be glad to send you a replacement. Please note that scratches, brandings and occasional patches are a natural component of the hides and their tanning process and are not considered defects. If for any reason you are unsatisfied with your order and wish to return it you may do so within 10 days of reception of the order. A 20% restocking fee applies to all refunds. Claims for defective or damaged items must be filed within 10 days of delivery. Please inspect your items immediately upon delivery. Claims received after 10 days of delivery will not and cannot be processed.