How can I track the status of my order?
You may check the status of your most recent orders by clicking on "Track Orders" under My Account. You will be prompted to enter in your order number and either your zip code and/or email address. You are required to enter an e-mail address during checkout, so that you may receive emails regarding the status of your order. This will bring you to the Order History page, which will provide you with detailed information about your current and past orders. Click on the tracking number located next to the item you want to track in order to view your order status and expected delivery date.
What kind of leather do you use?
- Premium Full Grain
- Calf skin or Cowhide Leather
- As each leather is natural and unique, occasional tone variations may occur. This is not a defect.
- Will develop a rich patina as it ages
- All metal accessories sourced from top quality factories
Where are your products made?
Majority (90%) of our bags are made in Italy with the remainder made in other high quality markets such as Turkey. Each product page states where the product is produced for quick reference.
What is your warranty policy?
If your product is damaged during the first 12 months you own it, excluding damages caused by normal wear and tear, airline handling, abuse, cosmetic damage or other transit damage, send the bag back to us, and Silver & Riley will cover the repair expenses, including shipping costs to and from us. If we determine that the product is damaged beyond repair, we will replace it. We understand that you may want to use your own repair shop, however, please note that using a 3rd party repair shop will void your warranty.
To initiate a warranty claim, simply email firstname.lastname@example.org.
What is your refund and exchange policy?
Sorry to hear it didn't work out. If you would like to request a return, please send an email to email@example.com with your email address and order number. All refund requests must be submitted within 7 days of receipt, or your request will be rejected. Once you have submitted your request, a return authorization and domestic shipping label will be sent to you within 72 hours with return instructions. Please do not ship your return back without this authorization, as it will not be processed. Merchandise must be unused and sent back in the original packaging to qualify for a refund.
Once merchandise has been received and inspected, your refund will be issues. Your refunded amount would be less:
- Original shipping costs (typically between $10 to $30 but we offer free shipping on all orders over $150, so you typically don't see this cost)
- Return shipping fee at cost (typically between $10 to $75)
- 5% of the total cost to covers platform fees which, unfortunately, we do not get reimbursed for.
For example, if you paid $395 for an item, and it initially cost us $15 to ship to you, and the return label costs $15, your total refund would be as follows:
Total refund = $395 - $15 (original shipping cost) - $15 (return shipping cost) - $19.75 (platform cost) = $345.25.
All screenshots and calculations will be provided at the time of refund inquiry for transparency.
You may choose to ship the return on your own (just provide us the tracking number). The original shipping cost + 5% platform fee deduction would still apply.
We reserve the right to refuse any return on merchandise that looks in any way used or tampered with. If your return is not accepted, it will be sent back to you at your expense and a refund will not be issued. We appreciate your understanding.