Customer care
FAQ, Shipping & Returns
Can't find what you're looking for? Get in touch — we're happy to help.
Orders & shipping
Where are you based, and where do you ship?
Maison de Kalidad is based in Laguna, Philippines. We ship nationwide across the Philippines, and to the United States and Canada.
How long until my order ships?
Because each piece is made by hand, please allow [CONFIRM: X–Y business days] for your order to be prepared. You'll receive a tracking number by email as soon as it ships.
How much is shipping?
Shipping rates are calculated at checkout based on your location. [CONFIRM: add free-shipping threshold if you offer one]
Will I pay duties or taxes?
International orders may be subject to import duties and taxes charged by your country, which are the responsibility of the recipient. [CONFIRM: adjust if you collect duties at checkout]
Returns & exchanges
What is your return policy?
[CONFIRM: We accept returns of unused items in their original condition within X days of delivery.] Please contact us before sending anything back so we can help.
Can I exchange an item?
[CONFIRM: Exchange policy — e.g. for a different colour, subject to availability.]
My order arrived damaged
We're sorry! Please contact us within [CONFIRM: X days] of delivery with your order number and a few photos, and we'll make it right.
Are digital patterns refundable?
Because digital patterns are delivered instantly, they are non-refundable. [CONFIRM: confirm this policy]
Our products
What leather do you use?
Premium leathers from respected tanneries, particularly LWG-certified houses in Italy, such as Badalassi Carlo Minerva Box and Conceria Walpier Buttero. See the full range of options on our Bespoke page.
Why does my piece look different from the photos?
Leather is a natural material. Grain, tone and small markings vary from hide to hide, so every piece is unique — and it will continue to change as it develops a patina.
How do I care for my piece?
See our Craftsmanship & Care guide for cleaning, conditioning and storage tips.
Bespoke & commissions
Do you take custom orders?
Yes. I make bespoke watch straps and small leather goods to order, with custom colours, sizing, leather combinations and stitching. Start a commission.
What do you need to make a watch strap?
Your watch model, lug width and wrist size, plus any ideas for leather, lining, thread or edge colour. [CONFIRM: whether a buckle is included, and how customers should measure their wrist]
How long does a bespoke piece take?
[CONFIRM: typical lead time] Every piece is made by hand from start to finish, so I’ll confirm timing with you before work begins.
How much does a bespoke piece cost?
[CONFIRM: starting prices or how quotes work]
Digital patterns
What's included?
A printable PDF template designed for A4 paper, marked for a 3mm stitching punch. It's a digital file only — no physical product is shipped.
What tools will I need?
Vegetable-tanned leather (1.1–1.3 mm), ruler, knife, stitching punch (3–4 mm pitch), hammer, round thread (0.35–0.8 mm), 1.5 mm creaser, Tokonole or Toko Pro, slicker, and canvas cloth (optional).
How will I receive my pattern?
[CONFIRM: e.g. A download link is emailed to you right after purchase.]
Still have a question?
We're here to help
Send us a message and we'll get back to you as soon as we can.