Warranty, Returns & Exchanges
Every James Leather piece is built to be carried for decades — and we stand behind that. If something isn't right, here's exactly how returns, exchanges, and our 2-year warranty work, with no fine print games.
Returns
Full-priced orders can be returned within 30 days of delivery for a refund to your original payment method, minus a 10% restocking fee. Items must be unused, unaltered, and in their original condition.
Return shipping is arranged and paid by the customer, and a tracking number is required for your return to be processed. Once your return arrives and passes inspection, your refund is issued within 5-7 business days.
Exchanges
Exchanges are free — no restocking fee, ever. If you'd like a different size, color, or style, start an exchange within 30 days of delivery. You cover the shipping back to us, and we cover shipping your new piece to you.
Our 2-Year Warranty
Every James Leather piece is covered for 2 years from delivery against defects in craftsmanship, stitching, and hardware. Depending on the issue, we'll repair your piece or replace the part — or the entire bag — whatever it takes to make it right.
The warranty doesn't cover normal wear, the natural patina full-grain leather develops with use, or damage caused by misuse or neglect. That patina isn't a flaw — it's the whole point of real leather, and your piece will only look better for it.
How It Works
Start your claim with the form on this page — choose warranty claim, return, or exchange, and include your order number. We'll reply within 1 business day with your next steps, and for returns and exchanges, the address to send your piece to. Please don't ship anything back before hearing from us — unauthorized returns can't be processed.
Please Note
Orders purchased on sale or with a discount code are eligible for store credit rather than a refund. Store credit never expires and can be used on anything in the store.
Personalized and custom orders are made just for you and cannot be returned or exchanged. They remain fully covered by our 2-year warranty.
We'll reply within 1 business day
Start A Claim
Choose what you need, tell us your order number, and we'll take it from there.
Prefer email? Write to us at info@jamesleather.com
Or call (845) 581-0044 · Sunday - Friday, 9am - 4pm EST
Frequently Asked Questions
How long until my refund appears?
Once your return arrives and passes inspection, we issue your refund within 5-7 business days. Your bank may take a few additional days to show it on your statement. Store credit is issued on the same timeline.
I used a discount code on my order — what am I eligible for?
Orders placed with a discount code or purchased on sale are eligible for store credit. Store credit never expires and works on everything in the store.
Do I need the original packaging?
Please keep it if you can — your item must come back unused, unaltered, and in its original condition, and the original packaging is the safest way to ship leather back to us.
Can I return a gift?
Yes — reach out with the order number (the gift giver can share it, or we can help you find it) and we'll set you up with store credit so you can pick something you love.
What counts as a defect versus normal wear?
Defects are things like failed stitching, broken hardware, or faults in craftsmanship — all covered for 2 years. Scratches that buff out, the darkening and character full-grain leather develops with use, and wear from daily carry are the natural life of real leather, not defects.
Can I cancel my order instead?
We begin preparing orders right away, so cancellations aren't possible once an order is confirmed. Once your piece arrives, you're welcome to start a return or exchange within 30 days.
Are personalized items returnable?
Personalized and custom pieces are made just for you, so they can't be returned or exchanged — but they're fully covered by our 2-year warranty like everything else we make.
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