Effective Date: October 3, 2026
Welcome to tilbaleather. Below you'll find answers to common questions about our leather goods, ordering process, payments, shipping, returns, refunds, and customer support.
If you cannot find the answer you're looking for, please contact our customer support team using the contact information provided at the end of this page.
About Our Products
What does tilbaleather sell?
tilbaleather sells leather goods designed for everyday use and practical purposes.
Are leather products naturally different from one another?
Yes. Leather is a natural material, so individual products may have natural variations in grain, texture, color, markings, and surface appearance.
These characteristics can vary from one item to another.
Are the product images exactly the same as the product I will receive?
We make reasonable efforts to display accurate product photographs and descriptions.
However, slight differences may occur due to lighting, photography, screen settings, and the natural characteristics of leather.
Ordering
How do I place an order?
Select the product you want to purchase, add it to your cart, proceed to checkout, provide the required information, and complete payment through our available payment method.
Will I receive an order confirmation?
Yes. After successfully placing your order, you may receive an order confirmation containing information about your purchase.
If you do not receive an expected confirmation, please contact our customer support team.
Can I change my order after placing it?
Please contact us as soon as possible if you need to make a change.
We will make reasonable efforts to assist, but changes may not be possible once an order has entered processing or has been dispatched.
Can I cancel my order?
If you want to cancel an order, contact us as soon as possible.
Cancellation may depend on whether the order has already entered processing or been dispatched.
If an eligible cancellation is approved after payment, the applicable refund will generally be issued through the original payment method.
Payments
What payment method do you accept?
We currently accept Stripe as our payment method.
Is my payment secure?
Payments are processed through Stripe's payment infrastructure.
We do not intentionally request or store complete payment card information through ordinary customer support communications.
What happens if my payment is declined?
If your payment cannot be authorized or completed, your order may not be successfully placed.
You may need to verify your payment details or contact your bank, card issuer, or payment provider.
Will I receive confirmation after my payment?
Once payment has been successfully processed and your order has been accepted, you may receive an order confirmation.
Shipping
Where do you ship?
We currently offer shipping throughout Germany.
Is shipping free?
Yes. We offer free shipping throughout Germany for eligible orders.
How long does shipping take?
Our estimated total shipping time is 4–6 business days.
This consists of:
- Handling: 1–2 business days
- Transit: 3–4 business days
What is your order cut-off time?
Our standard order cut-off time is:
2:00 PM AEST, Monday–Friday.
Orders placed after the cut-off time may be processed on the next business day.
Orders placed on weekends or applicable public holidays may also be processed on the next business day.
Are delivery times guaranteed?
No. The 4–6 business-day timeframe is an estimate.
Delivery may take longer because of carrier delays, severe weather, public holidays, transportation disruptions, or other circumstances outside our reasonable control.
Will I receive tracking information?
Where tracking is available for your shipment, tracking information may be provided after your order has been dispatched.
Tracking information may take some time to become active after the carrier receives the package.
What if my package is delayed?
If your order appears to be significantly delayed, please contact our customer support team with your order number.
We will review the available shipping information and assist where possible.
What if my package arrives damaged?
If your package or product arrives damaged, contact us as soon as possible.
Please provide your order number and clear photographs of the damaged product and packaging so that we can review the issue.
What if I receive the wrong product?
Contact us as soon as possible if you receive an item that differs from what you ordered.
Please provide your order number and details of the issue. We will review the matter and provide an appropriate resolution.
Returns
Do you offer returns?
Yes. We offer free returns for eligible products within our 30-day return window.
How long do I have to return an item?
You generally have 30 days from the date your order is delivered to request a return under our voluntary return policy.
Are returns free?
Yes. We offer free returns for eligible returns.
What condition must an item be in to qualify for a return?
Returned products should generally be:
- Unused or unworn
- In their original condition
- Free from unnecessary damage or excessive signs of use
- Returned with original packaging where reasonably possible
- Returned with accessories or components supplied with the order
Additional conditions may apply depending on the product and circumstances.
How do I request a return?
Contact our customer support team with:
- Your name
- Order number
- Email address used for the order
- Product you wish to return
- Reason for the return
- Photographs where relevant
We will review your request and provide the applicable return instructions.
Can I return an item if I simply changed my mind?
Yes, eligible products may generally be returned within the 30-day return window, provided they satisfy the applicable return conditions.
What if my item is defective?
If you receive a defective product, contact us as soon as possible.
We may request photographs and other information to help us assess the issue and determine the appropriate resolution.
Your applicable statutory consumer rights remain unaffected.
Refunds
How long does a refund take?
Our standard refund processing time is 4–6 business days after the refund has been processed.
Your bank, card issuer, or payment provider may require additional time before the funds appear in your account.
How will I receive my refund?
Approved refunds are generally issued through the original payment method used for the purchase.
Can I receive a refund through a different payment method?
Refunds are generally returned to the original payment method.
If there is an issue with the original payment method, please contact us so we can review the circumstances.
What happens after I return an item?
Once we receive the returned item, it may be inspected to confirm that it meets the applicable return conditions.
After an eligible return is approved, the applicable refund will be processed.
Can I get a partial refund?
In certain circumstances, a partial refund may be appropriate where permitted by applicable law, such as when only part of an order is eligible for a refund.
What if I have not received my refund?
If the stated refund processing period has passed and you have not received your refund, please contact us.
We may need your order and payment information to investigate the status.
Customer Support
How can I contact tilbaleather?
You can contact us using our support email, telephone number, or live chat.
Is live chat available?
Yes. Live Chat Support is available 24/7.
What are your customer support hours?
Our standard business hours are:
Monday–Friday, 9:00 AM–5:00 PM AEST.
Live chat support is available 24/7.
What information should I provide when contacting support about an order?
For faster assistance, please provide:
- Your name
- Order number
- Email address used for the order
- Description of your question or issue
- Photographs or other relevant information where applicable
Privacy and Security
How is my personal information handled?
We process personal information in accordance with our Privacy Policy and applicable data protection laws.
Information may be used to process orders, provide customer support, arrange delivery, process returns and refunds, prevent fraud, and operate our website.
Do you store my complete payment card information?
Payments are processed through Stripe. We do not intentionally request or store complete payment card information through ordinary customer support communications.
Can I ask about my privacy rights?
Yes. You may contact us regarding privacy questions or applicable data protection rights using the contact details below.
Business Information
Business Name: tilbaleather
Legal Business Name: Tilba Leather
Contact Number: +61410306111
Business Address: 24 Bate St, Central Tilba NSW 2546
Support Email: info@tilbaleather.shop
Live Chat Support: 24/7
Business Hours: Monday - Friday, 9:00 AM - 5:00 PM
Time Zone: Australian Eastern Standard Time (AEST)