If you're in a hurry, we offer an option to upgrade to Express (2-day) shipping at checkout. Please note that the "2-day" refers to the transit time and does not include the time it takes to personalize and process your order. Express shipping is available for US customers only.
FAQs
Processing & Shipping Time
We typically need 2-3 business days to personalize and prepare your order in our workshop. Once your order is ready, standard shipping usually takes another 3-7 business days, depending on your location and courier speeds.
Delays & Deliveries
Courier delays are outside of our control, but we can help file a claim if possible for the order. If your tracking hasn’t updated in a week, feel free to reach out to our customer service for assistance!
We recommend checking with USPS first at 1 (800) 275-8777, they may ask for details like your address or delivery obstacles. If your package still doesn’t arrive in 7 business days, let us know, and we’ll start a USPS claim to help locate it. Most packages are found quickly, but if not, we’ll guide you through the next steps (Help Request → Missing Mail Search → Claim, if needed). We’ll keep you updated throughout the process and work on a solution once USPS responds.
Pre-orders
Shipping for pre-orders begins three to six weeks after purchase.
Personalization
At PEGAI, we love to add a personal touch to your leather crafts by offering two personalization options:
TRADITIONAL FIREBRANDING
For a classic touch, you can add fire-branded initials to your product before adding it to your cart. This age-old technique involves heating brass letters and hand-pressing them into the leather, creating a permanent and distinctive indentation. We use the Times New Roman font with the following characters available within the character limit, depending on the space available on your chosen product:
- Latin Alphabet Letters: Uppercase and lowercase (ABC, abc)
- Special Characters: , . ! @ # $ % & * ( ) - + ? ♥ “ : | ‘
Please note that we can only offer the characters listed above—no smiley faces or logos. Additionally, due to the delicate nature of Italian leathers and Togo leathers, we do not offer firebranding on these materials to preserve their natural beauty.
LASER ENGRAVING
For padfolios, you can opt for laser engraving to add your logo or artwork to the front. This modern technology etches your design with precision, burning it into the leather permanently. The possibilities are endless with laser engraving. Simply email us your preferred location (centered, bottom right, etc.) for the engraving.
A few reminders for laser-engraved orders:
- File Formats: Logo/artwork should be finalized and provided in .png, .jpeg, .svg, .ai, .psd, or vector format.
- Design Preference: Black & white logos/artwork are preferred.
- Image Quality: High-resolution images work best (at least 500px minimum).
- Design Work: Please note that we do not offer custom design services.
Order Changes
If you need to make changes to your order, please notify us within 24 hours of placing it. Customers can contact us via the "Chat" button in the bottom corner of our website or by emailing atelier@pegai.com.
This includes requests for: cancellations, quantity adjustments, personalization updates, shipping address changes, and color modifications.
To help us locate your order quickly, please provide the following details:
- Order number
- Name
- Personalization request (if applicable)
- New shipping address (if applicable)
- Color request (if applicable)
- We’ll do our best to accommodate your changes and will update you as soon as possible.
Order Cancellation
At Atelier PEGAI, we strive to provide a seamless shopping experience. However, we understand that there may be instances where you need to cancel an order. Please note the following terms regarding order cancellations:
- You may cancel your order within 24 hours of purchase, provided the item has not yet been dispatched. Email us at atelier@pegai.com to assist you further with the subject title "Order Cancellation."
- If we read the cancellation request after the package has been dispatched, we can't guarantee that cancellation is still possible, but we'll do our best to ask the team if the package hasn't left the workshop yet.
- Refunds will be credited within 3-5 business days (depending on your bank) from the date of cancellation confirmation.
- Once an order has been processed, we regret that it cannot be cancelled. However, you may choose to return the item, with all courier charges to be covered by the customer. For more details about our return policies, visit our returns page.
Global shipping info
We ship worldwide! Orders of $250+ qualify for free shipping.
Important Note: Customs duties, taxes, or fees are not included and will be the customer’s responsibility upon delivery.
Leather Imperfections
We embrace the natural beauty of leather, which means our products often showcase unique markings. We use the top 3% of the cleanest hides and apply minimal finishes to highlight the leather’s inherent grain and the imperfect elegance of nature.
Our products are minimally finished, which means they may be prone to scratches with use. Full-grain and distressed leather, such as Crazy Horse leather, naturally includes markings like bug bites, veins, and fence scratches that reflect the animal’s life story. These natural imperfections are part of what makes each piece unique.
We respect leather as a living material and avoid concealing these characteristics to honor its authentic beauty. For more details on our leather care, including how to manage these natural markings, please visit our leather care page.
If you notice scratches, they can often be minimized by gently rubbing them with a soft cloth. For additional guidance, check out these videos created by our founder:
Return & Refunds
To request a return, please follow these steps:
- Visit this link to access your account.
- Log in using the same email you used to place your order.
- Click the "Request Return" button to start the process.
Your return request will be reviewed, and we will approve or decline it (depending on the reason) within 24 hours, excluding weekends and holidays.
Important note: All sale and personalized items are final and cannot be refunded.
If you’re unable to find your order in your account, it’s likely because you didn’t provide your email when placing the order and used a phone number instead. This happens often when ordering via phone. In that case, please reach out to us at help@pegai.com, and we’ll be happy to assist in locating your order.
For more details about our return policies, visit our returns page.
Please note that we operate Monday to Friday during regular business hours.
Corporate Orders
We specialize in crafting high-quality leather bags and accessories, designed to meet your every need—perfect for elevating your corporate gifting with personalized leather items that leave a lasting impression.
Our leather products are ideal for showing appreciation to employees, elevating your brand, or commemorating special occasions. Every item can be customized to reflect your style; you can add your logo or firebranded initials for a personal touch.
For bulk orders, contact us at atelier@pegai.com to request a quotation.
