Service Policy

1. Service Overview

At CraftedCarry, we are committed to providing exceptional service for all your leather goods needs. This policy outlines our service standards, procedures, and commitments to ensure your complete satisfaction with our products and services.

2. Customer Support Services

2.1 Contact Methods

• Email: ask@craftedcarry.com
• Phone: +852 2338 4325
• Address: 27-29 Cambridge Road, Kowloon Tsai, Hong Kong

2.2 Support Hours

Our customer support team is available:

• Monday to Friday: 10:00 AM - 7:00 PM HKT
• Saturday: 11:00 AM - 5:00 PM HKT
• Sunday: Closed

3. Leather Goods Repair Services

3.1 Available Services

• Leather restoration and conditioning
• Stitching repair and reinforcement
• Hardware replacement
• Edge finishing and refinishing
• Structural repairs
• Color touch-up and restoration

3.2 Service Timeframes

Standard repair services typically require:

• Assessment: 1-2 business days
• Minor repairs: 2-4 business days
• Major repairs: 5-10 business days
• Custom work: 10-15 business days

4. Warranty Services

4.1 Standard Warranty

All new items purchased from CraftedCarry come with:

• 30-day satisfaction guarantee
• 1-year warranty against manufacturing defects
• Free assessment of repair needs

4.2 Extended Care

Optional extended care services include:

• Lifetime repair assessment
• Priority repair service
• Annual leather conditioning service
• Discount on repair services

5. Custom Services

5.1 Customization Options

• Monogramming and personalization
• Custom sizing and modifications
• Bespoke leather goods creation
• Color and leather selection
• Hardware customization

5.2 Workshop Services

• Leather care workshops
• Custom design consultations
• Product demonstrations
• Leather education sessions

6. Service Pricing

6.1 Assessment Fees

• Basic assessment: Free
• Detailed assessment: HKD 150
• Custom project consultation: HKD 300

6.2 Repair Costs

• Minor repairs: HKD 200-400
• Major repairs: HKD 500-1000
• Custom work: Quoted per project

7. Quality Assurance

Our commitment to quality includes:

• Professional assessment of all repairs
• Quality testing before return
• Photographic documentation of repairs
• Satisfaction guarantee on all services
• Follow-up quality checks

8. Service Requests

8.1 How to Request Service

1. Contact our support team via phone or email
2. Describe the service needed
3. Receive a preliminary assessment
4. Schedule service appointment if needed
5. Approve service quote

8.2 Required Information

• Product type and purchase date
• Detailed description of issues
• Photos of damaged areas
• Preferred service timeline
• Contact information

9. Service Guarantees

We stand behind our services with:

• 90-day warranty on repairs
• Satisfaction guarantee
• Professional workmanship
• Premium materials
• Expert craftsmanship

10. Updates to Service Policy

CraftedCarry reserves the right to modify this Service Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services following any changes indicates your acceptance of the new terms.

For questions about our Service Policy, please contact our customer support team.