Who do I contact if I have a question?
Call us at 1-800-818-7123 if you have any questions. Our office is open 8:00 am – 4:00 pm (Eastern Time), Monday through Friday. We will be happy to help you with product choices and special orders. If you’d rather send us an email, contact us at info@colombianleatherhouse.com

How do I sign up for the Colombian Leather House online newsletter?
Click on the “eNewsletter” link at the bottom of any page to get to the sign-in page. You will get regular emails to keep you up-to-date on trends, new products and collections, special offers, promos, events and more.

My account

How do I create my account?
It’s easy. Simply select “Create an account,” fill out the form, and submit.

Why do I need to create an account?
In addition to making it easier the next time you order something from us, you’ll benefit from online discounts and special promotions available exclusively on our site.

Ordering

How do I place my order?
Order via our secure website – or if you prefer to shop by phone, call us at 1-800-818-7123 during regular business hours.

What if I have a problem using the shopping cart?
Try closing down your browser and trying again. If you’re still experiencing difficulties, please do not hesitate to contact us. (link to)

How can I pay for my online purchase?
Our secure site accepts American Express, VISA and MasterCard credit cards and debit cards.

Why am I getting an error message when I submit my purchase?
Please verify that the information you have entered is correct. If you still have a problem placing your order, please contact us. (link to)

Can I order by fax?
Yes. Our fax number is 905-607-4232.

Can I order if I live outside of Canada?
To order from www.colombianleatherhouse.com, you must have a Canadian or U.S. billing address and shipping address.

How do I add an item to my shopping cart?
Once you find an item you’d like to purchase, click on “Add to Cart.” The item will stay in your shopping cart until you’re ready to check out. You can add as many items to your shopping cart as you like, and can easily remove them if you change your mind. (Lionel, please confirm us if this point is ok)

How do I remove an item from my shopping cart?
Click on the shopping cart link at the top of any page and you will be directed to your shopping cart. Then select the box marked “remove” next to the item that you no longer want. Select “update quantities” on the bottom of the page and the item will be removed. You can easily add it back to the shopping cart later if you change your mind. (Lionel, please confirm us if this point is ok)

Will the items in my shopping cart be saved if I have to leave the site?
Yes, but only if you have created an account. Members are automatically given a “members’ cart.” To save items in your members’ cart, make sure that you're logged in to the site before closing your browser. Next time you come back to the store, simply login again and all your items will still be in your cart. (Lionel, please confirm us if this point is ok)

Do I have to have a credit card or a debit card to order? Which credit/debit cards do you accept?
If you are placing an individual order (that is, not a team order), you must use Visa/Mastercard credit card or debit card. We accept American Express, MasterCard and Visa. Debit cards cannot be ATM-based or require a PIN to activate them.

How do I change my order?
Once you submit your online order, it is processed immediately. In some cases, we may be able to change your order if you call us at 1-800-818-7123 within an hour of placing it.

How can I check my order status?
After you have placed your order, we will send you a confirmation email with information about your purchase and a link to a page that tracks your order status. You can always see all details of your account by logging into to the site using your member ID and password. (Lionel, please confirm us if this point is ok)

Shipping

What shipping options do you offer and how much do they cost?
We ship primarily via Canada Post and FedEx, with rates that are based on the amount of the order.

Under $100: $10.00
$100 to $500: $15.00
$501 to $1000: $25.00
Over $1000.00: we will email you a quotation

If you are ordering from outside of Canada, we will send you an email to indicate your shipping rates. At this time, the only international orders we can accept are from the United States. We apologize for any inconvenience. For more information about shipping, please visit our Shipping info (link to) page.

Returns

What is your returns policy?
Colombian Leather House will exchange any products within 10 days of purchase date, for an item with the same or high value. We cannot refund the difference should you choose to exchange the item for one with a lower price. The item must be sent prepaid, in the original packing, with the original receipt.

If your product has a manufacturer’s defect, send it back to us within 10 days of receiving your item, and we will be happy to repair or replace it at no charge.

Our returns and exchange policy only applies to items bought on our site. For items purchased at a retailer, please contact that retailer to find out about their returns policy. For more details, see Returns and exchanges (link to).

Can I return a product if I don’t have the invoice or packing slip?
Yes. To return your item, please include a letter with your name, phone number, approximate date of purchase, the reason for the return and your Return Authorization Number. To get your number, please call us toll-free at 1-800-818-7123.

How will I know if you’ve received my return package?
We will send you an email to notify you that we have received it. For security reasons, we suggest insuring the package for the value of its contents. We cannot be held responsible for packages lost in the mail.

Where do I send my return?
When you call us toll-free at 1-800-818-7123 for your Return Authorization Number, we will tell you where to ship your return.

Privacy and security

What is your privacy policy?
We do not sell your personal information to other companies. For more details, see our Security info (link to) page.

What do you do with the information you collect on your site?
The information you provide when you register is used for three specific purposes:
1) to service your account
2) to communicate new products and special offers
3) to regulate any potential problems concerning your purchase

Is it safe to use my credit card on your website?
Yes. We guarantee that every transaction you make on www.colombianleatherhouse.com is safe because we use Secure Socket Layers (SSL) to protect your credit card information. Furthermore, all transactions are protected against unauthorized access. Our website uses 128-bit encryption to secure every purchase. For your additional safety, your credit card is never saved in the www.colombianleatherhouse.com system.