FAQ
Customer Support
What countries do you ship to?
We ship to all European countries! From the sun-soaked beaches of Spain to the snow-covered peaks of Norway, your order will find its way. Whether you're sipping espresso in Italy or wandering through the Scottish Highlands, we've got you covered.
Europe, here we come!
How can I track my order?
As soon as your order is on its way, you'll receive an email with a tracking number. Simply enter this number on the courier’s website to follow your shipment’s journey. Please note that it may take up to 48 hours for tracking details to update.
If your order hasn’t arrived within the expected timeframe, don’t worry—we’re here to help. Just send us an email at info@highlandsleather.com with your name and order number, and we’ll sort it out for you.
Can cancel my order once it's placed?
We get it—plans change. If you need to cancel your order, you can do so as long as it hasn’t been shipped yet. Just be quick! We work hard to dispatch all orders the same day to ensure fast delivery.
Need to make a change? Reach out to us as soon as possible, and we’ll do our best to assist you.
How long does delivery take?
We strive to dispatch all orders the same day from our warehouse in Belgium. Delivery times depend on your location but typically range between 3 to 5 business days.
While we do everything we can to ensure timely delivery, unforeseen factors—such as supply chain disruptions, severe weather, or transit delays—may occasionally affect shipping times. During holidays and peak seasons, processing may also take a little longer.
Rest assured, we’ll keep you updated every step of the way!
What if my order is lost or arrives damaged?
We put great care into ensuring your order reaches you safely and in perfect condition. But if something goes wrong along the way, don’t worry—we’re here to help.
If your package is lost or arrives damaged, please reach out to us right away. We’ll investigate the issue and find the best solution for you.
Can I exchange my item?
At this time, we don’t offer direct exchanges. If you’d like a different item, simply return your order for a refund and place a new purchase for your preferred choice.
How long does it take to process a refund?
Once we receive your return, we aim to process your refund as quickly as possible. Refunds are typically issued within 5 to 10 business days and will be credited back to your original payment method, with a deduction of €5.95 for return shipping costs.
If you have any questions or need assistance, feel free to reach out to us at info@highlandsleather.com.
How do I reach customer service?
Our team is here to help! You can reach us by email at info@highlandsleather.com or through the contact form on our website. We strive to respond as quickly as possible, usually within one business day.
If you’d prefer a phone call, just let us know in your message, and we’ll get in touch with you as soon as possible.
Let us know how we can assist you!
Care & Craftsmanship
How are Highlands products made?
Each Highlands bag is handcrafted from premium materials, ensuring durability and timeless appeal. We collaborate with ethical manufacturers across various countries, selecting only partners who share our commitment to sustainability, fair working conditions, and responsible craftsmanship.
Sourcing our leather is a careful process—we prioritize vegetable-tanned leather, reducing environmental impact while maintaining the highest quality. Every workshop we partner with is personally visited and vetted to ensure safe, fair, and high-standard working conditions for artisans.
Beyond craftsmanship, we believe in giving back. We actively support local initiatives in the communities we work with, helping sustain traditional skills and create lasting opportunities. For us, true quality isn’t just in the product—it’s in the people and the purpose behind it.
How do I best care for my Highlands items?
Your Highlands bag is ready to use upon arrival—there’s no need for pre-treatment. To keep it in top condition for years to come, follow these care tips:
KEEP IT CLEAN
Wipe your bag regularly with a soft, dry cloth to remove dust. For deeper cleaning, use a damp cloth with mild soap—just be sure not to soak the leather.
CONDITION REGULARLY
Apply leather conditioner every few months to keep the leather soft. This helps maintain its supple feel and timeless look.
STORE PROPERLY
When not in use, store your bag in a dust bag or pillowcase to protect it from dust and scratches. Avoid hanging it and keep it away from direct sunlight to prevent fading.
Follow these steps, and your Highlands bag will be your trusted companion for years to come.
Is there a warranty on Highlands bags?
We stand behind the exceptional quality of our products and offer a 2-year warranty covering materials and craftsmanship.
◦ What’s covered? Issues related to the construction or materials of the bag.
◦ What’s not covered? Natural aging of the leather (such as scratches, patina, or softening), water damage, or misuse.
If something happens, we’ll make it right:
◦ Repair your bag and send it back to you
◦ Reimburse local repair costs if fixing it closer to home is more convenient
◦ If a repair isn’t possible, provide store credit equal to the purchase price
Please note that shipping costs for repairs are the customer’s responsibility. To start a warranty claim, email us at info@highlandsleather.com.