FAQ – Julie Neufeld

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FREQUENTLY ASKED QUESTIONS

We believe your new bag should last long enough to become an heirloom. We will happily fix any manufacturing defects (hardware/stitching) at any time.
Your bag has been crafted by a single set of hands. One craftsperson taking the bag from idea to finished product.
Your bag was designed and made by Julie Neufeld in her Tofino BC studio.

We recommend using a leather conditioner once a year to keep the leather supple. Conditioning will also soften the look of any small scratches and marks.
See our Leather care page for detailed instructions.
Yes! Your bag is made from Oil tanned leather and have a natural protectant on its surface.
If your bag gets rained on we recommend hanging it to dry. Avoid wiping or buffing away the water. Allow the bag to dry on its own. Preferably not touching anything else.

Orders will be shipped within 3 days of receiving your order from our Tofino, BC Studio. Unless otherwise notified.
Shipping rates vary depending on your region and are calculated at checkout.

Here are the full details of our Shipping Policy.
Yes, we offer free shipping on Domestic orders over $400.

Yes, we ship our products all over the globe.

Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.
A full list of all of our shipping areas can be found here.

If your country or region is not mentioned, please feel free to reach out to see if we can work out the details.

Yes, we offer both. please email us at hello@byjulieneufeld.com for exchange and return enquires.

See our refund policy below.
A refund request can be submitted within 14 days after the purchase is made. please email us at hello@byjulieneufeld.com
In the case when the product and packaging are unopened and undamaged, you are eligible for a full refund minus the cost of shipping.

In the case when the packaging has been opened and the product has been used, you are not eligible for a refund.

In the case when a product has been damaged, and the damage is not covered by your warranty, you are not eligiblefor a refund.

Please check our Terms of Service to see if you're eligible for a refund.

When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.
When an order includes free shipping, only the cost of the return shipping is handled by the customer.

If the damages is due to a manufacturing issue we will repair or replace your item.
Damaged caused by wear and tear or miss use will not to covered and may have addition repair charges. Though we will do our best to make sure your bag last as long as possible.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.
Learn more about our store's safe checkout experience (powered by Shopify) here.

For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.
We accept payments from major credit card companies like Visa, Mastercard, and American Express, as well as Paypal and APPLE PAY.

IF YOUR CAN'T FIND THE ANSWER TO YOUR QUESTIONS ABOVE

EMAIL US AT

hello@byjulieneufeld.com

Care and Longevity