Store Policy

Welcome to Gallery de Neyuh! We are dedicated to offering high-quality, handcrafted leather products and exceptional customer service. Please review our store policies to understand your rights and responsibilities when shopping with us.

1. Payment Methods

We accept the following payment methods via LianLian Pay:

  • Visa

  • MasterCard

  • UnionPay

All transactions are securely processed with SSL encryption. Orders are charged in USD at checkout. Please ensure payment details are accurate before confirming your order.

2. Order Confirmation

Upon placing your order, you will receive an email confirmation containing your order details and payment receipt. If you do not receive this email within 24 hours, please contact our customer service at cs@neyuhleather.com.

3. Shipping & Returns

Shipping

  • Free Worldwide Shipping: Shipping costs are included in the product price.

  • Couriers: Orders are shipped via trusted couriers (DHL Express, FedEx, or UPS).

  • Delivery Time: Estimated delivery takes 7–21 business days, depending on the destination.

  • Tracking: All orders include a tracking code for shipment monitoring.

Customs Duties & Import Taxes

  • Customs duties and import taxes are calculated automatically at checkout based on HS Code 4202 (leather bags) and the destination country.

  • All-Inclusive Pricing: The final price at checkout includes the product price, shipping, and estimated duties/taxes, ensuring no additional fees upon delivery (unless otherwise specified for certain countries).

  • Estimated Duty Rate: Approximately 10% of the order value (may vary by country).

  • Note: In rare cases where duties cannot be prepaid (due to specific country regulations), customers may be responsible for paying duties or taxes upon delivery. This will be clearly communicated at checkout.

Returns & Exchanges

  • Return/Exchange Window: Requests must be made within 14 days from the date of receipt.

  • Conditions:

    • Items must be unused, in original condition, with all tags attached.

    • Proof of purchase (invoice or order number) is required.

  • Free Returns/Exchanges: Offered for:

    • Manufacturing defects (e.g., stitching, materials, hardware).

    • Incorrect item, color, or size sent.

  • Customer-Initiated Returns/Exchanges:

    • Customers are responsible for return shipping fees.

    • Non-returnable items include:

      • Custom-made products

      • Pre-order items

      • Sale items with more than 30% discount

  • Refunds:

    • Refunds are processed to the original payment method via LianLian Pay within 7–15 business days for Visa, MasterCard, or UnionPay (up to 90 days depending on the card issuer).

    • Original shipping fees and duties/taxes paid at checkout are non-refundable.

    • Duties and taxes paid upon delivery (if applicable) are the customer’s responsibility and cannot be refunded by Gallery de Neyuh.

4. Damaged or Defective Items

If an item arrives damaged or defective, please contact us within 48 hours of delivery with a photo of the issue. We will arrange a replacement or issue a refund at no additional cost.

5. Cancellations and Changes

To cancel or modify your order, please contact us within 12 hours of placing it. After this period, we may be unable to make changes as the order may already be in processing for shipment.

6. Product Availability

All products are subject to availability. If an item is out of stock after your order is placed, we will notify you promptly and offer a refund or an alternative item.

7. Product Information

  • All products are 100% handcrafted from genuine leather.

  • Prices include shipping costs and estimated customs duties/taxes (calculated at checkout).

  • No returns or exchanges are accepted for sale items or custom-made orders.

8. Privacy Policy

We are committed to protecting your personal information. We do not share, sell, or distribute your data to third parties without your consent. For more details, please review our Privacy Policy.

9. Customer Support

For any questions or concerns regarding your order, our policies, or product inquiries, please contact us at:

  • Email: cs@neyuhleather.com

  • Phone: +84 358 358 353

10. Store Hours

Our online store is open 24/7, and orders are processed during standard business hours. Customer service is available from 9 AM to 5 PM, Monday through Friday.

Thank you for choosing Gallery de Neyuh. We look forward to serving you!