Laser Engraved Leather After-Sales FAQs: Your Complete Order

1.Q: The laser engraving on my leather product looks blurred/has faded. What's the solution?

A: Fading or blurriness may occur due to prolonged sunlight exposure or improper cleaning. Please send photos of the issue to our support team, and we'll assess whether it's caused by material defect or user error (e.g., using harsh chemicals). For maintenance, avoid direct sunlight and clean with a dry soft cloth.

2.Q: Can I return a personalized item if I don’t like it?

A: Customized products are non-returnable unless defective. We provide digital mockups for approval pre-production to ensure design satisfaction.

3.Q: The engraved text/logo on my custom order is wrong. Can I get a refund?

A: If the error is due to our misinterpretation of the design file (e.g., typos we missed in proofing), we'll provide a full refund or free re-production within 30 days. For errors caused by client-provided files (e.g., incorrect spelling in the submitted text), we will not refund. To avoid mistakes, we always send a design proof for client approval before production.

4.Q: The engraved area has a burnt smell. Is this normal?

A: A slight odor may occur initially due to laser-tanned leather, but it should dissipate within 48 hours. Persistent smells could indicate ventilation issues.

5.Q: The product arrived with cracked leather or a damaged engraving. How do I claim compensation?

A: Please inspect the package within 48 hours of delivery and take photos of the damage with the original packaging. Send the order number and picture to the corresponding business manager, we will arrange for processing. For high-value orders, we recommend selecting "signature required" shipping and additional insurance during checkout.