Frequently Asked Questions

 

 

Orders & Production

 

Q: What does "Made-to-Order" or "Pre-Order" mean?

A: Every pre-order piece is meticulously handcrafted from start to finish only after an order is placed. We do not carry pre-made inventory for these items. This artisanal approach allows us to ensure the highest level of detail and quality, honoring the slow craft of traditional leatherworking.

 

Q: How long will it take to receive my order (lead time)?

A: Because your bag is handcrafted specifically for you, please allow a production lead time of approximately 2 weeks. Once your piece is completed and passes our rigorous quality inspection, it will be prepared for shipment.

 

Q: Do you offer custom orders or monogramming?

A: We plan to introduce custom color options in the future. Currently, we offer the following customizations for pre-order products (excluding small accessories):

• Hardware Color: You may request to swap the hardware color (Gold to Silver, or vice versa).

• Monogramming: Custom monogramming is available for most pre-order bags. You may choose between hot stamping (in gold or silver foil to match your hardware) or subtle embossing (without color).

To request a hardware change or monogramming, you must email us at hello@mattoniatelier.com immediately after placing your order. We will review your request and reply with a final confirmation.

 

Materials & Care

 

Q: I noticed some small marks or wrinkles on my bag. Is this a defect?

A: Not at all. We exclusively source premium, full-grain natural leathers from Italy and France. Natural variations, such as subtle markings and tonal shifts, are authentic characteristics of the hide. These are a testament to the material's origin and are not considered manufacturing defects.

 

Q: How should I care for my leather goods?

A: We recommend keeping your Mattoni pieces away from prolonged direct sunlight, extreme heat, and moisture. Delicate materials like suede and lambskin require extra attention to avoid color transfer and liquid damage. For deep cleaning or stain removal, we always recommend consulting a professional leather care specialist.

 

Shipping

 

Q: When will my order ship?

A: For our pre-order pieces, please allow a production lead time of approximately 2 weeks before your item is dispatched. If you purchase an in-stock item, it will be processed and shipped within 1 to 2 business days after your order is placed.

 

Q: Do you offer free shipping?

A: Yes, we offer FREE standard shipping on all orders over $100 within the 48 contiguous United States. For orders under $100, shipping rates will be calculated at checkout.

 

Q: Do you ship internationally?

A: At this time, we only ship domestically within the United States. We look forward to expanding our shipping destinations globally in the near future.

See more information on Shipping.

 

 

Returns & Repairs

 

Q: Can I return or exchange my order if I change my mind?

A: All sales are final. Each piece is crafted with great care, and we are unable to accept returns, exchanges, or cancellations once an order is placed. We appreciate your understanding and are here to help if you have any questions before purchasing.

 

Q: What should I do if my product has a manufacturing defect or structural issue?

A: We stand behind the integrity of our craftsmanship. If you experience a structural issue related to our construction (such as a stitching or hardware fault), please contact us within 48 hours of receipt for an evaluation.

 

Q: Do you offer cleaning or repair services for general wear and tear?

A: We do not offer cleaning, stain removal, or professional refurbishing services. We recommend consulting a professional leather care specialist for any maintenance needs.

 

See more information on Returns & Exchanges Policy.