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Help

Orders

How do I place an order?

It’s very simple, really. Just add the desired product to the cart, click “Check Out,” fill in your info, and leave the rest to us. In the event that you do encounter any difficulties with the ordering process, please contact us via the live chat or by email. We are here to help!

So I made the order, what’s next?

You will receive an email confirmation of your order, and we will need some time to process it. As soon as the product is ready for shipment, we will contact you by phone (if you are located in Moscow or St Petersburg) or by email (for other regions). Is it taking too long? Please make sure that our message did not end up in your “Spam” folder and see the next FAQ item.

Have you forgotten about my order?

We never do. You may have placed the order outside of our working hours, or perhaps our email message got stuck in your “Spam” folder. Our working hours are on weekdays, from 11 AM to 7 PM Moscow time (UTC+3). So do not worry, we will process your order and contact you during this time. If you are still anxious, you can always contact us using the chat on our website or by email.

The product is out of stock, what do I do?

There is not much to do but wait and be patient. It will be back eventually! In order not to miss the return of your desired product to our warehouse, simply click “Notify Me When Back In Stock” on the page of the selected item. As soon as the product is in stock, we will let you know. It usually takes two to three weeks for a new batch to be manufactured. However, it can take considerably longer in case of force-majeure circumstances.

Where can I see the products in person?

You can view, hold, and try on our products at our Moscow showroom. Give us a call the day before to check whether the product you are interested in is available there.

Can I get a discount?

Sure! We will gladly give you a discount for signing up for our newsletter. You will be able to receive all the information about our new products and discounts first hand, and we promise we will never spam you with frequent messages. We often offer special promotions in cooperation with banks and other partners. You can learn about them from our newsletter or by following our Instagram account.

Return & Warranty

Do You Have a Warranty?

All our products covered by a one-year warranty. It doesn't mean that one year later our product will turn into a pumpkin. Take care of it and everything will be fine.


How Can I Return the Product?

If the product wasn't used and you have all the documents for your purchase — you can return it within a year. If you think that our product is defective — you must take pictures of it from every angle and send them to us with a detailed description. You will find more information here.

Payment & Delivery

Can you have it shipped to my town?

Sure! We ship orders worldwide.

What are the delivery costs?

Express shipping with EMS service – 29$ (7-12 days)

Standard shipping with Russian Post – 7$ (14-21 days)

Express delivery services DPD and EMS within Russia – 7$

Courier delivery in Moscow – 7$

How Can I Pay My Order?

We accept payments via PayPal and Yandex.Kassa Russian payment service (credit/debit cards, e-money, and stuff). We recommend you to use PayPal because it ensures utmost security of your funds.

The order never arrived, what should I do?

Contact us by phone or via the website chat. Unfortunately, mistakes are bound to happen once in a while, and sometimes the delivery service companies fail us. We will do our best to sort the situation out and resolve the issue as soon as possible.

How long does the shipping take?

It depends on the destination. Worldwide shipping takes from 6 to 12 working days via EMS or DPD (the exact delivery times can be found on the EMS / DPD website). Shipping within Russia usually takes 2 to 6 days.

Miscellaneous

Where are the accessories manufactured?

All of our products are made in a small workshop in Moscow.

What materials do you use?

We prefer natural materials: leather, suede, wool felt, and cotton. The fittings are supplied by the renowned European companies YKK and Prym.

Can you make a custom-sized sleeve for my device?

It is actually not that simple. The manufacture of each product involves an individual sophisticated technological process. Which means a single custom item would either be exceedingly expensive or crudely made. As you will agree, both options are far from desirable. For this reason, we do not accept such orders. However, if you are interested in having an entire batch of custom products made, we have just the thing for you.

How are the products packaged? Is gift wrapping available?

Our small products come in kraft-paper envelopes. Backpacks, bags, and pouches are packaged in textile sacks; and for some products, cardboard boxes are most suitable. As for gift wrapping, we do not provide it yet.

Can you brand a product with my logo?

Sure we can. We offer custom branding for batches starting from several dozen pieces. If this is exactly what you are looking for, please visit our B2B page.

Is there anything else I need to know?

Sure! We recommend you to dig our article about Taking care of our products. Information about Guarantee on our goods and Return Policy is pretty helpful, too. Be sure to dig our Terms of Use and Privacy Policies. All these things will help you understand more about Handwers.

Product Care

We take special care in selecting only high-quality materials for our goods, but the surface of leather is unique. Tone changes, certain natural peculiarities, wrinkles, or scars on leather cannot be considered as defects and be the subject for return. Leather must and will change with time just like your favorite jeans or sneakers.


- We recommend you to dry-clean the garment if it’s made of felt. Use a clothing roller or soft cloth to clean it.

- If possible, please try to avoid contact with water. Neither soak nor wash the item.

- If the item came to contact with water, simply brush it aside or sponge it up with a piece of cloth.

- Don’t dry the item with hot air since it may lead to dehydration of leather and its distortion.

- Avoid contact with foods, cosmetics, perfumery products, or household chemicals.

- Try not to rub the leather against coarse or any other abrasive surfaces.

- You can partly get rid of scratches on leather by gently rubbing it against a piece of leather or chamois.

- Care should also be taken to avoid colour transfer from dark clothing onto light leathers, particularly dyes from denim and also from dark leathers onto light coloured clothing.

- If you would like to use a new product for leather, please do so only on a small area at first.

- Store the garment in a cold and dry place when not used.