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Product-related FAQs

  • Is there a warranty on Von Baer products?

We craft our bags for a lifetime of satisfaction. We provide a 2-year warranty that covers manufacturer’s defects for two years after the original purchase date from an authorized dealer. Basically, if there are defects in materials or workmanship – we will replace your product for free. Mercedes-Benz is a great classy car, but it will disappoint you if you treat it badly. Same applies to Von Baer products. Exposure of our products to any harsh chemicals like salt, chlorine or conditioners that result in corrosion, discoloration or a breakdown of the integrity of the material, or damage caused by pool water exposure, road rash, etc., is considered abuse and will void the warranty. So will any mechanical damage resulting from overstuffing, stretching the bag out, etc. Treat your Von Baer bag right, and it will look even better over time.

  • What type of leather is used?

Our bags are made of real Italian leather only.

We craft most of our products from calf leather, while some specific models are made from horse leather. Not every type of leather is superior enough for creating a product of highest quality. Von Baer’s special method of leather treatment is one of the key factors which make us different. The surface of our leather beautifies with use. We use the finest leather that money can buy.

Depending on the product, the type of leather used may be:

·         Genuine
·         Top grain
·         Full grain

Colors displayed on different types of screens may vary from their actual tones. All of our items are crafted from a similar, but not the same, leather as shown in pictures. That is because the hide from each animal is slightly different. That is why the color may look slightly different in reality. All bags are made using natural hide and that is the reason why tiny marks may be present on the surface of the leather. These are not considered to be defects and will only enhance the beauty of the product and make your item look unique.

  • My bag is faulty, what should I do?

We have strict quality control in our company, so that should not happen. However, if you will receive a faulty bag, please contact us, and we will arrange item return/exchange. We will refund you or send a replacement within 2 business days.

  • Do you have seasonal sales?

No, we don’t. Our bags are timeless, built for lifetime of satisfaction so we don’t have stock clearances. You will never find your Von Baer bag being out of fashion.  With us, you will never have the unpleasant surprise of finding out that something you just bought from us is now half off.

 


Shipping-related FAQs

  • Will I have to pay additional customs duties or taxes? 

According to our experience, our customers from EU, US, UK and other Commonwealth countries and Russia never had to pay any import duties or customs fees. If you are located outside these areas, the additional may apply, but again, according to our experience, they usually don’t.

  • When will my order ship?

We ship most orders within one business day of purchase. We usually do not ship orders on weekends or holidays.
After you have completed the purchase, you will receive an order confirmation receipt at the email address you entered with your order.
If, for some reason, you do not receive an email, please check your spam folder and add info@vonbaerbags.com to your safe sender list. If that does not help, write us an email at info@vonbaerbags.com.

  • How long does delivery take?

We offer free worldwide express airmail shipping via DHL/FedEx on all orders over $250 and free standard worldwide airmail shipping for orders under $250. All orders are dispatched within one business day after the payment is processed.
Delivery time for express shipping via DHL/FedEx (based on delivery time for 95% of the orders):
USA – 2 to 4 business days
EU, UK – 1 to 3 business days
Australia –  2 to 5 business days
Other countries – 2 to 5 business days

Standard worldwide airmail shipping (based on delivery time for 95% of the orders):
USA – 3 to 8 business days
EU, UK – 2 to 5 business days
Australia – 4 to 12 business days
Other countries – 4 to 15 business days
Delays may sometimes occur mainly due to the work of your home postal service, Australia Post in particular.

We use Estonian Post (Omniva) as the standard shipping method and DHL/FedEx as an Ep

  • How can I track my order?

When your order is shipped, we will send you a confirmation email with your tracking number. Please note that changes of address will not show up in the confirmation email and tracking numbers will take up to 24 hours to update.

·       If you choose DHL, you can track your order here: https://www.dhl.com/en.html 

        FedEx tracking: https://www.fedex.com/apps/fedextrack/?action=track 

·       If you choose free shipping, then, before it has left Estonia, you can track your package here: https://www.omniva.ee/eng. After it leaves Estonia, it should become trackable on the website of your home postal service provider as soon as it arrives in the country of destination.

·       Orders made from Estonia will be shipped for free using Omniva courier.

  • How do I return or exchange an item?

You can return your purchase for up to 14 days from the delivery date
· The item must be in its original box.
· It must be in unused condition and have all of its parts and accessories.
· Postage is at buyers cost. Please keep the receipt as proof of posting as we cannot be held responsible for items lost in mail.
· Personalized items cannot be returned for a refund.

Please contact us if you want to return the bag back and we will make sure to make this experience the best.


Other FAQs

  • I just placed my order. Can I add another item to it?

Yes, you can. Just make another order, choose free shipping, and write an order note to us at the checkout.

  • I need to change my order. How can I do that?

Just make a new order, and contact us at info@vonbaerbags.com to cancel the previous one.

  • I’m in love with something that is sold out. What can I do?

Leave your e-mail next to “NOTIFY ME WHEN BACK IN STOCK” button. When the product is produced again, we will notify you. Sometimes our products are sold out before they are produced, so if you want to guarantee yourself a VB product, contact us at info@vonbaerbags.com to arrange a prepayment.[/vc_column_text][/vc_column][/vc_row]