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You can make your payment using PayPal, VISA, MasterCard, American Express. Our checkout process is secured with SSL, ensuring that your payment is safe and worry-free.
You can check our size chart to determine your size. If you still have any questions about sizing, feel free to leave us a message here, and our support agent will help you find the perfect fit.
Absolutely! You can choose the “Made to Measure” option in the size selections and provide your body measurements. If you’re unsure about your measurements, simply select “I am not sure, I’ll provide measurements later via email” and place your order with confidence.
After your order is placed, one of our customer support representatives will reach out to guide you on how to take your measurements correctly.
Regular orders are made to order and typically ship within 10 business days, though it may take up to 20 business days for your item to be shipped. Prime products are in stock and will be shipped the next day after the order is placed.
We also work to minimize the fulfillment time for custom orders: made-to-measure orders are usually dispatched within 2-3 weeks, while bespoke orders take about 4-5 weeks.
Yes, free shipping is available for all countries we ship to, except for Russia, Brazil, Israel, Iran, Iraq, India, and countries sanctioned by OFAC.
You can always check the status of your order. Simply visit the Track Order page and enter your Order ID and last name to see the current status of your order.
Your tracking link will provide up-to-date information on your order’s status. If the estimated delivery date has passed and you still haven’t received your order, please feel free to reach out to us here.
We aim to resolve any issues with faulty items immediately.
As soon as you notice a fault, please reach out to our Customer Care team with:
- Your order number
- The name and number of the faulty item
- A description of the fault (including photos if possible)
We’ll respond within 24 hours, and once we verify the details, we’ll arrange to send you a replacement as quickly as possible.
Your payment might have been declined for one of the following reasons:
- Incorrect Billing Address and Phone Number: Ensure the billing address on your account matches the one linked to your payment method.
- Credit Card Limit Reached: Check if you’ve reached your card’s daily or total credit limit. You can try lowering your daily spending limit or using a card with a higher limit.
- Incorrect Credit/Debit Card Number: Verify that your card number is correct and up-to-date.
- Expired Card: Make sure your card’s expiration date is valid. If expired, update your card information.
- Insufficient PayPal Funds: If using PayPal, ensure there are sufficient funds in your account.
In most cases, customs or import duties are charged once the parcel arrives in the destination country. These charges must be paid by the recipient, whether for retail or wholesale orders.
We have no control over these fees and cannot provide specific cost estimates, as customs policies and import duties vary significantly by country. To avoid any surprises, it’s a good idea to check with your local customs office for current charges before placing your order.
General
Return Window
Customer satisfaction is our top priority, which is why we offer a 30-day window for returns or exchanges, giving you the flexibility you need.
Once we receive and inspect your return (typically within 72 hours), your exchange order will be processed and shipped according to our standard timelines.
Refunds will be issued within 7 business days to your original payment method and may take up to 10 working days to reflect in your account, depending on your payment provider. You will receive an email confirmation once your return is complete.
Return Exclusions and Condition Criteria
- Personalized or customized products cannot be returned for a refund or exchange under any circumstances.
- Gift cards are considered final sale and cannot be returned or exchanged.
- All ordered and complimentary items must be returned in an unused, unwrinkled, undamaged, and resellable condition, along with the packing slip.
- For shoe returns, there should be no scratches on the sole or upper.
- We reserve the right to refuse returns or refunds that do not meet these criteria.
If you receive a wrong or defective product, please contact us within 2 working days.
Return Shipping and Alteration Charges
Customers are responsible for shipping charges when returning items to us. For complete return instructions, please visit this link.
For custom orders, our team reviews the measurements based on your height and weight and may suggest adjustments. If you choose to proceed with your original measurements, we will follow those instructions. However, if the original measurements lead to fitting issues upon receipt, a minimal alteration fee may apply.
All orders qualify for free shipping worldwide, with no minimum purchase requirements or special exceptions. We accept and ship orders to all countries except Russia, Israel, Iran, Iraq, India, and countries sanctioned by OFAC.
Delivery Timelines
| Order Type | Dispatch Time |
|---|---|
| Handling Time | 4-5 business days |
Courier Service
At Kona Crafts, we prioritize premium service by using Express Delivery options like DHL and FedEx. We reserve the right to select the most efficient courier for your delivery needs.
APO/PO Box Addresses: Currently, we cannot ship to PO, APO, DPO, or FPO addresses.
Customs Duty on International Orders
All orders are shipped on a Delivery Duty Unpaid (DDU) basis. Any customs charges incurred are the buyer’s responsibility. We recommend checking with your country’s customs office for potential costs before making a purchase.
Lost or Damaged Products
If your tracking shows that your parcel has been delivered but you haven’t received it, please reach out to our Customer Support Team and the courier within 5 working days of the delivery date to initiate an investigation. Claims submitted after this period cannot be accepted. Once verified by the carrier, we will replace any lost or damaged items with either full store credit or a replacement of the original order. Please note that lost orders are not eligible for a refund.
Rescheduling and Delivery Issues
Tracking: After your order ships, you will receive a tracking number. It’s your responsibility to monitor the delivery status with the courier. If the courier holds your order or attempts delivery when you’re unavailable, please contact them directly. Multiple failed delivery attempts may result in the courier destroying the parcel, for which we cannot be held responsible.
Unaccepted Deliveries: If you refuse delivery of a parcel and request its return to the courier, it will be considered lost or destroyed. Unfortunately, in such cases, we cannot process a return. To arrange a return, please accept the delivery and follow the provided return instructions.
Incorrect Address Deliveries: Ensure your shipping address is accurate. Once an order is dispatched, we cannot reschedule delivery to a different address. Please contact the courier for any further actions. If the order remains undelivered, the item will not be returned, as courier return costs and duty charges may exceed the item’s value. In such cases, the package will be destroyed, and we cannot process cancellations or returns.
Other Policies
Order Confirmation: You will receive an email confirmation once your payment is processed. If you do not receive this confirmation, please contact our Customer Support Team.
Combined Shipments: If you have multiple orders going to the same address, we may combine them (unless otherwise instructed) to save time and shipping costs. Please note that this may slightly delay the delivery of your initial order.
Complimentary Items: Orders of more than 10 products do not automatically include complimentary items. Exceptions may apply, subject to approval by our customer support representatives.
Custom Orders
Feel free to fill out the custom order form—there are no charges for requesting a quote, discussing your design, or even getting an illustration for your custom jacket. You’ll only be charged when you make an actual purchase of your custom order.
Yes, while leather is our specialty, we also create custom orders in other fabrics like cotton, polyester, satin, wool, and more.
Absolutely! We can create any type of jacket custom-made just for you. Simply share a picture or design for reference and provide a description of your desired jacket in the Custom Order Form.
We’ve created a simple flow to guide you through the custom order process. You can view it here.
We completely understand these concerns. We’ve carefully designed our processes to ensure your custom order meets your expectations in every aspect.
Sizing: When you place a custom order, our Customer Service team will request your body measurements. Please follow our sizing guide to take accurate measurements, as this greatly reduces the risk of sizing issues.
Design & Quality: Before we ship your order, we’ll send you photos of the actual product. This allows you to review the design, material, and stitching, so you can be confident about your order’s quality before it’s dispatched.
Our goal is to provide you with the perfect jacket from the start. To minimize returns, we share actual photos of your custom order before it’s dispatched. However, if your custom order doesn’t fit properly, we offer a first alteration free of charge. Please note that customers are responsible for the shipping costs to send the jacket back to us for adjustments.
We do not offer refunds for custom orders. Since each custom order is specially made to your specifications—including style, material, and accessories—it’s tailored specifically to you and unlikely to suit another customer.
We work hard to minimize the fulfillment time for custom orders, typically dispatching within 2-3 weeks. However, due to the unique nature of each custom order, we cannot provide a pre-specified fulfillment date. Customers are encouraged to ask for an estimated delivery date when discussing their custom orders with our Customer Support Agent. If you have a specific deadline, please communicate your desired delivery date to the Customer Support Agent before placing your order.
