FAQ
Frequently Asked Questions
Are your products handmade?
Yes. Our leather products are carefully handcrafted in small batches. Because they are handmade and genuine leather is a natural material, slight variations in color, texture, and markings may occur. These natural differences make each piece unique.
Why does my leather item look slightly different from the photos?
Genuine leather naturally varies in color, grain, texture, and markings. Small variations are normal and are part of the character of genuine leather. Colors may also appear slightly different depending on your screen or lighting.
How long does it take to make my order?
Handmade and personalized items usually require 1–2 weeks for production, depending on the quantity ordered and our current order queue. Ready-made items are usually processed within 1–2 business days.
How long does shipping take?
Once your order is ready for dispatch, estimated delivery times vary depending on your location:
• Metro Manila & Luzon: 2–4 business days
• Visayas: 3–5 business days
• Mindanao & Remote Islands: 3–7 business days
Production time and shipping time are separate. We primarily ship via J&T Express, although another trusted courier may be used when necessary.
How much is shipping?
Our standard shipping rates within the Philippines are based on the delivery location:
• Metro Manila & Luzon — ₱120
• Visayas — ₱150
• Mindanao & Remote Islands — ₱170
The applicable shipping rate will be determined by your delivery address at checkout.
Can I personalize my order?
Yes. Selected products can be personalized with names, initials, numbers, or available symbols. The maximum number of characters depends on the product and will be shown on its product page. Please double-check your personalization before placing your order, as we will engrave it based on the details you submit.
Can I request a custom design or different personalization?
You may contact us before ordering to ask if your request is possible. Since our products have different sizes and engraving areas, some designs, character lengths, or customization requests may not be suitable for every item.
What payment methods do you accept?
We currently accept bank transfers through BDO, BPI, and Metrobank, as well as GCash. Payment instructions will be provided after you place your order. Your order will be processed once payment has been verified.
Can I cancel or change my order?
Please contact us as soon as possible if you need to change or cancel an order. For handmade or personalized products, changes or cancellations may no longer be possible once production has started.
Do you accept returns or exchanges?
Personalized items cannot normally be returned or exchanged unless they arrive damaged, defective, or we made an error with your order. For complete details, please see our Refund Policy.
How can I contact Heather Crafts?
For questions about products, personalization, or an existing order, you can use our Contact Us form or email us at hello@heathercrafts.com. Please include your order number when contacting us about an existing order.