FAQ

Accounts

  • What do I do if I forgot my password?

    Simply navigate to the My Account page, click the ‘Forgot your password?’ link and submit your email address associated with your account. Follow the instructions within your email to reset your password.

  • What if my account information changes?

    If your account information changes; you can simply sign in and edit your information. This includes the ability to change your login email and password. To sign into your accountclick here.

  • Why should I register for an online account?

    Registering for an account provides many benefits. Upon registration you will be able to; check out faster, review your past order history, save frequently used address information and save items to a wish list.

  • How do I register for an account?

    To register for an account, you will need to have a valid email address and create a password. To begin creating an account, please click here.

After Care & Warranty

  • Does Belfry offer replacement parts or hardware?

    Our products are covered by a 1 year warranty from the day they were bought, when used under normal conditions and for the purpose intended. This warranty covers faults in materials and workmanship and doesn’t apply if damage is caused by unreasonable use or neglect, normal wear and tear. Zipper pulls, zipper sliders, dog clips, d-rings, rivets, and snaps are covered. Please email images of your hardware to help@belfry.es so that we can liaise with our repair team and let you know how best to proceed.

    If your bag’s strap has broken or has been lost, please contact us, we will be glad to provide you with a quote.

  • How do I clean my Belfry product?

    Avoid cleaning all leather products at home; leather goods should be brought to a professional leather cleaner. Household cleaners and sprays should be avoided as they can potentially stain the leather. If using leather protectant, ensure a small test is done on a corner of the item before applying entirely. Spot cleaning is not recommended. Avoid storing all BELFRY items in humid areas and avoid long periods of sun exposure. It is encouraged to place leather goods in the provided dust bag or case when not in use to preserve their pristine condition.

General

  • How do I subscribe/unsubscribe to BELFRY emails?

    To subscribe, simply navigate to the bottom right-hand corner of the page and click the envelope icon  or ‘Yes, subscribe me’ button. You will see a new page with the “subscibe me” button available.

    Each one of our emails comes with the option to unsubscribe at any time. To unsubscribe, click the unsubscribe link found at the bottom of the email. If you have an online account, you may also unsubscribe by signing into your account and editing your email preferences.

Orders

  • THE COLORS IN THE PRODUCT I PURCHASED ARE NOT EXACTLY THE SAME AS THEY APPEARED IN THE CONFIGURATOR

    The tone of a color in your screen can be slightly different to the real one.

  • I CAN’T PURCHASE MY CUSTOMIZED PRODUCT

    We are a small company, in order to fulfill the desire of all of our customers and offer them a great experience we have to limit our production. It takes a lot of time to manufacture our products and we want to stay on date of delivery. You can leave your e-mail in the contact form in the same page and we will contact you as soon as we can accept new orders.

  • Can I add/change items to an existing order?

    Unfortunately, once an order has been placed, no additional item(s) can be added to this order. You can simply create a new order with the additional item.

    To change an item, please notify us as soon as possible. We will try our best to cancel your original order before it is processed* and submit a request to refund your original method of payment. You will then be able to create a new order with the correct items that you wish to purchase.

    * Please note that our order-fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, we cannot change or cancel an order once it has entered our shipping process.

    If your original order has already been shipped, the shipping charges will not be refundable. Please note instructions on cancelling an order here.

  • Will I get a receipt when I order?

    As soon as your order is placed, you will view a receipt page with your order confirmation number. You will have the option to print this page. A copy of your receipt will also be emailed to the email address that you provided when your order was placed. You will receive this email typically between 1 – 6 hours after placing your order.

  • How can I make sure my order went through?

    Once you have successfully placed an order, you will be taken to a receipt page. On this page will be your order confirmation number. If you do not see a receipt page after submitting your order, your order has not been placed.

    A copy of your receipt and order number will also be emailed to the email address that you provided while placing your order. You will receive this email typically between 1 – 6 hours of placing your order.

  • How do I use a gift coupon?

    If you have received a BELFRY gift coupon you should order your product as usual but introducing the code in the coupon area. You will then automatically see the discount and finish the order as usual.

     

  • Can I cancel my order?

    If you have a problem with your order or want to cancel it, please contact us through this mail and we will see what we can do. As our production has to be quick to satisfy the need of our customers we have to start the process as soon as we receive each order.

Payment

  • I’m having problems with the checkout page. What can I do?

    We recommend that you first check to make sure all of your billing information is the same as it appears on your credit card statement and that all required fields are filled out. If you continue to experience problems placing an order, please contact us, we’ll be happy to provide assistance. To contact us, click here.

  • What forms of payment can I use?

    We accept VISA, Master Card or American Express. We also accept payments via PayPal and Stripe.

Product

  • THE COLORS IN THE PRODUCT I PURCHASED ARE NOT EXACTLY THE SAME AS THEY APPEARED IN THE CONFIGURATOR

    The tone of a color in your screen can be slightly different to the real one.

  • I CAN’T PURCHASE MY CUSTOMIZED PRODUCT

    We are a small company, in order to fulfill the desire of all of our customers and offer them a great experience we have to limit our production. It takes a lot of time to manufacture our products and we want to stay on date of delivery. You can leave your e-mail in the contact form in the same page and we will contact you as soon as we can accept new orders.

  • ARE BELFRY PRODUCTS ENVIRONMENTALLY FRIENDLY?

    Sustainability is one of our concerns, and that is why all of our tanning process respect the emission standards.

  • Where are Belfry products manufactured?

    All BELFRY leather goods are sustainably made in Spain by artisans with centuries-old tradition. Leathers are sourced from the finest tanneries in Spain.

    All BELFRY hardware is custom made in Spain by the best metalworkers in the country.

    Zippers are manufactured by YKK.

  • The item I want is currently out of stock. When will it be restocked?

    If the product is out of stock, please fill the contact form in the same product page. We will send you an e-mail as soon as we have the product back in stock.

Returns

  • How do I return something I ordered online?

    To learn how you can go about returning an online purchase, please refer to the instructions by clicking here. Please note that all customized products can’t be returned.

Shipping

  • How do I determine the shipping charges on my order?

    We offer free shipping inside Europe. For international orders there is a flat rate of 20€.

  • When will my order ship?

    We ship orders Monday through Friday. We do not ship on Saturdays, Sundays or the Spanish national holidays.

    We do our best to ensure your order is delivered to you as quickly as possible.

    However, belfry.es cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, etc.

  • What shipping carriers do you use?

    All online orders are shipped via DHL.

  • Can I change my shipping address after my order has been shipped?

    No information can be changed once an order has shipped, please contact us for any information.

     

  • How will I know that my order has shipped?

    As soon as your order ships, we will send you an email confirming the shipment. If you have any questions regarding your order, click here to contact us.

  • How long will it take for my items to arrive?

    myBelfry products will arrive in 2-3 weeks. Manufacturing these leather goods takes a lot of time, but we will tell you in which state your order is.

    For collection products it will take approximately 2-3 working days for european destinations. For international 5-6 working days.