FAQs

mansur gavriel returns and exchanges

FAQs

Shipping & Delivery

Shipping Times and Costs

US Orders:

We offer free shipping for all orders with addresses within the United States, including Puerto Rico using FedEx. Please note we do not ship to PO boxes. 

FedEx Ground: Free

FedEx Overnight Express: $50

International Orders:

We offer $45 USD express worldwide shipping (FREE for orders over $700 USD) using DHL. Please note we do not ship to PO boxes. 

You can also .

Order Processing & Estimated Delivery Time

Orders placed before 1:00 pm (EST) will be dispatched within 2-4 business days.

You will receive an email confirmation once the order has been shipped. Please note, processing times do not include weekends or U.S. federal holidays.

FedEx Ground Shipping (within the US): 3-5 business days
FedEx Standard Overnight Delivery (within the US): 1 business day
International DHL Express Shipping times vary per country: Please allow up to 3-5 business days for International orders

Tracking Your Order

Once your order has shipped, you will receive an email confirmation with a tracking number. You can also log into your Mansur Gavriel account to check on your order status at any time.
International orders that have been shipped can be tracked by clicking here.

Taxes and Duties

Domestic Orders:

For orders shipping within the US, sales tax will be charged at checkout on orders shipping to the following states: California, Colorado, Georgia, Illinois, Michigan, Minnesota, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Virginia, Washington

International Orders:

For orders shipping to a country on our DDP list, taxes and duties are able to be prepaid at checkout or are already included in the product price. The total is shown at checkout.

For orders shipping  to a country on our DDU list, the order will be subject to duties and taxes upon receipt and payable by the customer.

Please see our list of DDP/DDU countries below:

DDP Countries:

Australia, Austria, Belgium, Bulgaria, Canada, Czech Republic, China, Croatia, Cyprus, Denmark, Estonia, Finland, France, French Guiana, Germany, Greece, Guadeloupe, Hong Kong, Hungary, Ireland (Republic of), Italy, Japan, Korea (South), Latvia, Lithuania, Luxembourg, Malaysia, Malta, Martinique, Mexico, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Reunion, Singapore, Slovak Republic, Slovenia, Spain, Sweden, Switzerland, Taiwan, United Kingdom

DDU Countries:

Andorra, Anguilla, Armenia, Azerbaijan, Belarus, BhutanBonaire, Saint Eustatius and Saba, Cape Verde, Cayman Islands, Cook Islands, Curacao, East Timor, Eritrea, Ethiopia, F.Y.R.O.M. (Macedonia), Falkland Islands, Faroe Islands, French Polynesia, Georgia, Gibraltar, Greenland, Guinea, Guinea-Bissau, Haiti, Iraq, Kazakhstan, Kiribati, Kyrgyzstan, Laos, Libya, Madagascar, Malawi, Marshall, Islands, Mauritania, Micronesia, Moldova, Mongolia, Montenegro, Mozambique, Nauru, Nepal, New Caledonia, Northern Mariana Islands, Palau, Russia, Samoa, San Marino, Sao Tome and Principe, Solomon Islands, St Barthelemy, Sudan, Suriname, Tonga, Tunisia, Tuvalu, Ukraine, Uzbekistan, Vanuatu, Vatican City State (Holy See), Zambia, Zimbabwe

Please note that all duty and sales taxes are non-refundable through Mansur Gavriel. However, you may be able to recover these by contacting your local customs bureau directly.

Returns & Exchanges

Return Policy

We accept returns on full price merchandise that is unused, in the original packaging and has a return request made within 30 days of purchase. Please note, items purchased at a 30% or more discount are considered Final Sale and cannot be returned for a refund or exchange.

All items must be returned in perfect condition, unused, and with the original packaging (including boxes and dustbags) with tags still attached. We are unable to offer an exchange or refund on items that are deemed damaged - scratched, worn or not in their original packaging. 

If your order was placed within the US, all sales taxes will be refunded. For International orders, shipping, customs duties and sales taxes are non-refundable through Mansur Gavriel. 

Mansur Gavriel reserves the right to refuse any return on merchandise that does not meet our return requirements. If your return is not accepted, it will be sent back to you at your own expense and a refund will not be issued. 

For international orders, if an item is returned because a customer refused to pay for any import taxes or customs duties due payable, Mansur Gavriel will seek to recover from the customer all costs or any fees incurred by Mansur Gavriel. Please note that if you refuse to pay custom duties upon delivery, a refund will only be issued after the product has been returned to us. 

Please allow up to 4-7 business days for refunds to be processed once your return has been received by our warehouse

IMPORTANT: Due to Covid-19, there may be additional delays for processing returns. Please contact customer service at contact@mansurgavriel.com if you have any questions about your return.

Returning Your Order

US Returns:

For Domestic return requests, please submit your return request by accessing our Returns Portal here.

Once you have submitted a return request, you will be provided with a complimentary shipping label and return authorization available via email or download at the time of the request with detailed return instructions. Original shipping costs are non–refundable. Please do not ship your return back without a return authorization. It will not be processed.

International Returns:

For International return requests, please submit your return request by accessing our International Returns Portal here.

Please be aware that original shipping costs, duties and taxes are non–refundable, and a $25 fee will be deducted from your refund for any international return. When you have submitted your return request, a pre-paid return label and return authorization will be emailed to you. Please do not ship your return back without a return authorization. It will not be processed.

Exchanges

For domestic exchanges, please access our portal here. Please note, we do not accept international exchanges at this time, however, we can recommend placing your new order now to reserve the item of your choice and send your current item back in the meantime.

Monogramming Online

Monogram Shop

Look for our MONOGRAM IT badge or search for Monogram It to easily personalize your new bag, shoe, or wallet online, exclusively available at mansurgavriel.com. You will be able to customize your piece with our signature selection of fonts, sizes, and vibrant colors. After your order is placed, it can take up to a week for your order to ship to our monogram artist, who will spend two hours hand painting your new custom piece. After that, please allow another week for your item to ship to you. Visit the Monogram Shop for more information.

The current turn-around time for our monogramming service is 2-3 weeks.

Please note that all monogram orders are final sale as each piece is hand-painted and customized specifically to the customer's request. 

We use a durable waterproof paint, but recommend avoiding the use of leather care products over the monogram area.

Custom Monogramming

If you would like to inquire about monogramming an item that doesn’t have the MONOGRAM IT badge, please contact us at customization@mansurgavriel.com or chat directly with a sales team member on our site through the chat icon. 

Our hand-painted monogram program can either be completed on Vegetable Tanned, Calf, Soft Calf, Canvas, or Lamb Leather. If you can confirm the colorway and type of leather you are interested in monogramming, we can further assist you with an attachment so you can view the different options for the: font, color, and size. Customers are allowed to choose up to 4 letters per piece at a cost of $45 per colored letter.

The current turn-around time for our monogramming service is 2-3 weeks.

Please note that all monogram orders are final sale as each piece is hand-painted and customized specifically to the customer's request. 

We use a durable waterproof paint, but recommend avoiding the use of leather care products over the monogram area.

Other Inquiries/Questions?

Need advice on your design? Have questions? Chat directly with a sales team member on our site through the chat icon or get in touch at customization@mansurgavriel.com.

See examples of the many monogram possibilities on our Monogram Shop.

Purchasing Online

Placing an Order

Once your order is placed, you will receive an order confirmation. Once your order has shipped, you will receive a shipping confirmation with tracking information.

Unfortunately, once an order has been placed, we are unable to make any changes to the order or shipping information so please ensure all details are correct prior to purchasing.

If you need assistance with anything from placing an order or a question about a product, please contact us via live chat or email us at contact@mansurgavriel.com

Creating an Account

To create an account, click Register in the upper right corner on any page. You will be able to create your profile, save shipping and billing information, view past orders and request returns and exchanges. Once you have created an account, simply click sign in on the top right of the homepage to login. If you have forgotten your account password, please click "forgot password" when signing in to reset your password.

Welcome Offer

Sign up to our marketing list via email or SMS to be the first to know about new arrivals, promotions and special projects and receive 10% off your first order. Offer only valid on full-price purchases only.

Unsubscribe

If you do not wish to receive marketing from Mansur Gavriel, you can unsubscribe at any time via the "unsubscribe" link at the bottom of any newsletter.

Sale

All sale items are final sale. No price adjustments on previous purchases. Mansur Gavriel reserves the right to change, revise, or modify the terms and conditions of this offer at any time. Offer available at mansurgavriel.com only.

Product Care

Product Care Inquiries

For specific product care inquiries, please email us at contact@mansurgavriel.com 

For general information on how to care for Mansur Gavriel products, please visit our care page here www.mansurgavriel.com/pages/care

Guarantee & Warranty

All Mansur Gavriel products and materials are made in Italy. We pride ourselves on high-quality products made with the finest leather available. We work with family-owned tanneries and mills in Italy, thus allowing us to produce elevated and sumptuous leathers that will withstand the test of time, to be cherished for years to come.

Our vegetable tanned leather products are made with natural, untreated vegetable tanned leather. This means each skin is unique in its own specific coloring, markings, and striations, and the surface is susceptible to scratching. Variations in surface and scratching are not viewed as defects.

Your satisfaction is of great value to us and faults presented within the first year of use will be considered and addressed as soon as possible. Manufacturing defects are assessed on a case by case basis with a valid proof of purchase from www.mansurgavriel.com or one of our authorized retailers. 

For a list of our approved retailers please visit our Boutiques page. We encourage customers with any other questions on authentication to get in touch at contact@mansurgavriel.com

Payment

Accepted Payment Methods

Mansur Gavriel accepts payment by debit card, credit card, Paypal, Amazon Pay, Apple Pay, G Pay, Amazon Pay, Klarna and other payment methods specific to your geographic location.

International Pricing

International pricing is calculated according to the current rate of exchange between the US currency on our website and the local currency of the specified shipping destination. 

We reserve the right to update such exchange rates regularly at our sole discretion, and you acknowledge that such updates may affect product pricing on the Website.

Klarna

What is Klarna?

Klarna is an alternate payment method that allows you to split your purchase into 4 interest-free payments. To use Klarna to pay for your purchase, choose Klarna in the checkout. Your purchase will be split into 4 interest-free payments. The first installment will be taken from your credit or debit card when your order is shipped. The remaining three payments will be automatically charged to your card 14, 28, and 42 days later.

How do I sign up?

If your cart is eligible for 4 interest-free payments with Klarna, you will be able to select Klarna as a payment method during checkout. After your order is shipped, you will be charged for the first quarter of the total amount. Klarna will send a notification once the payment has been processed. You will be informed ahead of time before the next payments.

What are the conditions to sign up?

To sign up, you will need :
1. A US-issued debit or credit card
2. To be 18 years of age or over
3. An SMS-capable phone number
4. A mailing address that matches the ship to country

What countries does Klarna work in?

Klarna works in the following countries:

US, Canada, UK, Australia, New Zealand, Germany, Netherlands, Switzerland, Belgium, Sweden, Austria, Norway, Finland, Denmark, Spain, and Italy

France, Ireland and Poland will be available starting 2021

Which payment methods are accepted?

Klarna currently accepts most debit and credit cards (i.e., Mastercard, Visa, AMEX, Discover). Please note, prepaid cards are not accepted.

Will I still be charged if my order is cancelled?

Cancellations are subject to our cancellation policy. To cancel your order, please contact us. Once we have confirmed the cancellation, Klarna will update your payments accordingly and you can check the status of your payments anytime via Klarna’s site or in your Klarna app. Refund processing times vary and can take up to 14 days depending on your financial institution. To check the status of your refund, please confirm first we have updated your payments accordingly and check if you might have already been refunded to your original payment method. If 14 days have passed since the issue of credit and you are still missing your refund, please contact Klarna for further support.

What if I return or cancel my order?

If you have paid for your order with a card, the refund will be made to the same card. Returned or cancelled orders should first be registered with the online store. The refund will be processed within the next 14 days of the online store logging the returned or cancelled order.