You'll find answers to our most frequently asked questions regarding ordering, checking order status, etc. below. If you can't find your answers here, feel free to reach out to us via email at firstname.lastname@example.org or by phone at 704-385-5266 during business hours (Monday - Saturday, 9:30am - 5:00pm EST). Please understand that we are a small company comprised of 6 employees. We will do our best to respond immediately, but please allow for 1 full business day, especially if you reach out on a Sunday when we are closed.
I need to cancel the order I just placed. What should I do?
We would be happy to help you, as long as your order has not shipped.
Please send your cancel order request to us via email at email@example.com. Please note that we are closed on Sundays and will not reply until the following day.
Can I change my order?
Yes, of course - the sooner the better, though, so if you are considering adding options to the bag you just ordered or you're considering upgrading to the Copper buckles instead of the Standard buckles, please reach out asap! Give us a call during business hours at 704-385-5266 or shoot us an email to firstname.lastname@example.org so we can help.
Can I order a color or type of leather you don't currently offer?
No. Please see this page to learn about all of the various leather options we do have.
I've placed multiple orders recently. Can you combine shipping?
Absolutely! We would prefer to! We have likely noticed that you have multiple orders and plan on shipping them together already, but you may want to shoot us an email or give us a ring and point it out. If we're able to, we will pack everything together in as few boxes as possible.
I need help deciding on what bag options I really need. Can you help?
Definitely. These conversations can be nuanced and involved because we really want you to understand all of your options and to be able to answer all of your questions. Though we're happy to help answer a couple of brief questions over chat or email, you may want to call us instead. We are happy to speak to you and walk you through the website, not only answering your questions but telling you where to see images of what we're describing as well.
I need my order sooner than 14 business days. Can you help?
All non-leather goods will be shipped within 2 business days.
We appreciate that you value traditional hand craftsmanship, durable thick-cut construction, and the quality you can't find in a big-box store or massive e-commerce corporations. Your goods from ColsenKeane will be unlike any others you've purchased; each is given to a leathersmith to cut, punch, and stitch by hand after your order is placed.
Please understand that as such, we ask for 14 business days to complete all leather goods orders, prior to their shipping, so please plan accordingly. We understand that this sounds shocking in an age of Amazon era same-day deliveries, but we're not selling mass-produced, off the shelf goods; quality takes time.
Selecting expedited shipping options (such as 2-Day or Overnight) will only rush the shipping of your order, but not its production. If you need your order sooner, please email email@example.com so we can review your request to rush your order. Please note that for larger products, such as bags, you may incur a rush fee to do so. If it's possible to accomodate you, we will - no guarantees can be made unless we offer and you accept a Rush Fee.
We ship Tuesday - Saturday only. All items ship from Charlotte, NC 28204 USA, please choose your shipping method accordingly.
Everything you need to know about
We have a 15-day return policy, which means you have 15 days after receiving your eligible item to request a return or exchange. Packages shipped back to us for exchange or return must be received at our studio or postmarked within a 30-day window of customer's original receipt. Absolutely no exceptions.
The original shipping fee is non-refundable for returns or exchanges, except in case of a shipping error or manufacturing defect.
To be eligible for a return or exchange, your item must not be considered a non-returnable item (read more below), must be be in the same condition that you received it, unworn or unused and in its original packaging. To request a return, please contact us via email at firstname.lastname@example.org for return authorization. Include your order number, date received and reason for return. If your return is accepted, we will provide instructions on how to return your order within 1 business days. Please note that any request sent on Sundays will not be replied to until the next day. Items sent back to us without first requesting a return authorization may not be accepted.
Orders placed between November 1st - December 25th that fit our criteria for being returnable, are eligible by January 15th of the following year. CK products received as gifts can be returned for store credit only.
There is no standardization practice when it comes to belt sizing. This means that the belt size you wear in any other brand, may not be the right fit in our belts. Your waist size in pants is also not an accurate way to measure for or order our belts. Please read below for to learn more.
How to Measure
To find your correct ColsenKeane belt size, lay your current belt flat on a flat surface, such as a table. Ensure the buckle is facing up. Use a measuring tape to measure from the point where the buckle connects to the belt to the hole you currently use most frequently (NOT the billet end of the belt).
2 Ways to Order
We offer a range of standard sizes, each with 7 total belt holes, to allow for some size change through the years:
- XS (25-29 inches)
- S (30-34 inches)
- M (35-39 inches)
- L (40-44 inches)
- XL (45-49 inches)
Your belt measurement should be used to find your standard belt size. If you find yourself in between these sizes (perhaps on the first or last hole, sizing-wise), you may want to order a custom-fit belt. Custom-fit belts will feature 5 belt holes, with your exact measurement being the middle hole. Please reach out to us for help ordering a custom-fit belt.
If all steps were taken for a proper fit and it’s still not quite right, please reach out to us right away. Keep reading to see return and exchange options for various scenarios.
If you ordered a belt using our standard sizing options (XS-XL, with 7 holes), you are within our return window of 15 days since receipt of your order, and your belt does not contain a monogram, you may return your belt for a refund if you'd like.
If you ordered a custom-fit belt sized to your exact measurement (34", 36" etc, with 5 holes), your belt can only be exchanged for store credit within our 15 day window and will incur a restocking fee of $25.