Refund policy

Thank you for being here. Every item that leaves this studio was made by hand specifically for you, and we genuinely want it to be something you love.

Each Ravenweave piece is made to order, your item is cut and hand stitched individually, for you. By placing an order, you confirm that you have read and agreed to these policies.

A note from Carlie

Policies can read cold, but we're not. These rules exist to be fair to both sides. If something feels off or you have questions, reach out directly. We reply like people, not bots.

Email: hello@ravenweave.com · WhatsApp: +852 9214 8863

Arrived Damaged or Broken

If your item arrives damaged, photograph the outer packaging and contents and contact us within 48 hours of delivery. We keep photo record of every order before dispatch, we'll verify against that and work with the carrier to resolve the claim as quickly as possible.

Items Not Eligible for Return or Exchange

We are unable to offer a refund or exchange in the following situations:

Used items — if you have removed the tag or used the item, it has found its home.

Hygiene, wear and tear, or natural aging of the leather

Sale items or items purchased with a discount

Customised items or items made with a special request (e.g. discontinued colours, personalisation)

Digital downloads

Items listed as Tools, Art Pieces, or similar categories

Items reported more than 14 days after delivery

Items still in transit — please refer to our Shipping Policy

Any modifications made by the customer or a third party

Damage caused by improper use

Items not in their original condition (verified against our pre-shipment video record)

Missing parts for reasons not due to our error (verified against our record)

Exchanges & Refunds

If the item you received isn't quite right for you, contact us within 30 days of delivery. We're happy to help and find something you'll love, or arrange a refund. Please first confirm your item does not fall under any of the categories in point 2, then reach out at hello@ravenweave.com.

If you would like to exchange your order

You may exchange your order once. We will provide a return address. Please send the item(s) via any available postal service and share a photo of the return shipping receipt. We will begin making your new item as soon as the return parcel is on its way back. Once we receive the returned item(s), your new piece will be dispatched upon completion.

Shipping for the new item is at the customer's cost. If you select a higher-priced item, the price difference is also payable.

If you would like a refund

We will provide a return address, please send the item(s) via any available postal service and share a photo of the return shipping receipt. Once we receive the returned item(s), we will verify the condition and be in touch. A refund will be issued to your original payment method within 5 business days if the return qualifies.

For made-to-order items, a handling fee of $29 USD or 30% of the item value (whichever is greater) will be deducted from the refund. This reflects the time and skill invested in creating your piece specifically for you. As a thank you, we'll include a special discount for your next purchase.

Shipping Fees

Original shipping fees are non-refundable.
Customers are responsible for the cost of return shipping.

Caring for Your Leather

Leather is a natural material, it breathes, marks, and ages beautifully with use. While we apply a water-resistant treatment to every item before it leaves the studio, leather is inherently permeable and should not be exposed to water, perfume, cosmetics, or cleaning products, as these may cause discolouration or other changes to the surface. Damage resulting from exposure to liquids or chemicals is not covered under our return policy.

Policy Updates

We reserve the right to update this policy at any time without prior notice. The current version will always be available on this page.

Questions? We're always happy to chat.

hello@ravenweave.com