Q What are your products made from?
A. Our products are handcrafted from the finest quality leather. Each hide is carefully selected and is traditionally tanned using seeds and barks of exotic plants and trees. No two products are identical. We do not excessively treat the leather with paint and pigments to embellish natural features of the hide, thus retaining the individuality and uniqueness of each hide. The natural and eco-friendly tanning, ensures that not only is the beauty and individuality of each leather piece enhanced but the product crafted is extremely strong and durable. Most of our hides used are weather resistant (where they are we will mention it on our website). We only use hardware and components of the highest quality to craft our products and ensure that these components are handchecked before use.
Q Where are your products made?
A. Our products are proudly handcrafted in Turkey by highly experienced and skilled craftsmen. With the benefit of experience in manufacturing some of the leading designer and luxury brands, they have been valuable partners in giving form to zXezXe’s creations.
Q How do I care for my zXezXe products?
A. Although, we try and make the leathers used to create zXezXe products hardy and weather resistant we strongly advise our customers to follow the guidelines outlined in the care card and in case of leases in the docket provided to you in each bag, to help us promote sustainable consumption and create an equally cherished experience for the next user. We want to reduce waste and promote sustainable consumption by promoting reuse and creating long lasting products and experiences. We therefore strongly encourage our customers to adhere to our care guidelines and dockets while using our products (either after purchase or while leasing the product).
Q I have just placed my order, what happens next?
A. Once we receive your order, our fulfilment centre will start processing it immediately. It will be packed carefully and sent off to you within 5 working days. Once we have received your order it is not possible to change or cancel it. If you have made a mistake with your shipping address it’s not always possible to change it in time but please contact us immediately on email@example.com to see what can be done. Once your product is shipped out to you, we will send you an order completion email with your tracking number.
Q What if the product I am interested in purchasing or leasing is currently unavailable?
A. If the style or colour you are interested in buying is currently out of stock, please email us on firstname.lastname@example.org to enlist your name on our waitlist. Once the zXezXe is ready and available we will let you know.
Q Can I track my order?
A. As soon as your order is shipped we will send you an email with your tracking number.
Q I didn't get an order confirmation, what's going on?
A Usually you will receive an order confirmation within 2 hours after the placement of your order. If you haven't received an order confirmation, please send us an e-mail on email@example.com.
Q How much time does shipping usually take?
A Shipping times vary but usually within the UK it will take a maximum of 5 working days while within the EU it can take up to 2 weeks.
Q What happens if my chains and zippers break?
A. At zXezXe, we work hard to ensure that all our products are crafted with only the best in class hardware, materials and with superior craftsmanship to last long. However, in the unlikely event, if the product is under lease we will cover the cost of repairs just contact us on firstname.lastname@example.org and let us know. In the case of product purchases, zXezXe operates a 1 year free warranty. Any reasonable repairs within this period will be at no cost to you. Any repairs after this period may be charged a small fee. Please contact us at email@example.com to inform us about any product damages.
Q Will I get a new zXezXe when I choose to lease?
A. We produce a very limited number of each zXezXe product. We promote the leasing model as it a decision we made at zXezXe that we intend to be a sustainable brand. We have been delighted by the response we have received. In promoting this model, we have taken care to ensure that the items our clients receive are as close to new as possible. Also, our website carries information of the number of items of each type that have been produced and are in circulation. This ensures that our clients are ensured of exclusivity.
Q How can I be sure that when I request for a new zXezXe the product I receive will be in a good condition?
A. We take great care in reviewing each item whenever we receive them – from our craftsmen, and when returned by our customers at the end of the leases. Leather is a natural material of choice due to its hardy texture, but is not immune to the vagaries of time and weather. Wear and tear are but natural expressions of experience. Through responsible use and care, our clients and we can ensure that zXezXe products remain in great condition. We will hold ourselves to the standard where we ensure that our clients receive bags that perform their duties with reliance and responsibility.
Q How do you know that the zXezXe returned from a customer is the original and one of the limited lots being produced?
A. We are committed to providing our customers with high quality, exclusive products. Since we only produce exclusive products in limited quantities and handcraft each product we internally and externally barcode each of our products sold or leased.
Q How do I get in touch with zXezXe to discuss my concerns, queries and comments?
A. Contact us on firstname.lastname@example.org to talk to us about absolutely anything. We are passionate about bags, accessories, sustainability and productivity. We love to hear from you.
Q How can I pay zXezXe?
A. We accept credit card payments from Visa, Mastercard and American Express. Prices on our website are currently charged in sterling (GBP).
Q Is it possible to return or exchange my products?
A At zXezXe you can always return or exchange your products within 14 days of receiving the product delivery. This is applicable only for product sales. To be eligible for a return the products must be unused with their original packaging and their original tags on. To us trying and spoiling is not the same as leasing, using and promoting reusing.
To initiate a return, please contact us on email@example.com with your order number and reason for return.
Q Does zXezXe ship worldwide?
A Currently, we offer free shipping on both product leases and sales for customers only within the UK. We also ship to countries outside the UK but limited to within the EU. However, at the moment, we do not offer free shipping and product leases for customers outside the UK.
Although, it just takes a few days to deliver your order, wherever you are we cannot guarantee exact delivery times due to unexpected delays that could occur with customs, the courier company etc. We however will send you a tracking email once the product has been shipped out to you. In case, you face any issues with shipping please contact us on firstname.lastname@example.org and we will do our best to resolve the issue for you at the earliest. Please note that due to limited production quantities of each product, style and colour we are unable to guarantee availability of our products. If, your preferred zXezXe is out of stock please contact us on email@example.com so that we can add you to our waitlist and let you know as soon as the zXezXe is available to be purchased or leased.
Q How do we contact zXezXe for press related queries?
A For press related queries please contact firstname.lastname@example.org
Q. What happens when I lease my bag or accessory and it gets damaged during the contract period?
A. At zXezXe we aim to promote sustainable consumption and reduce waste by promoting reuse and creating beautiful long lasting durable products. Therefore, we encourage all our customers, especially our lessee’s to help us accomplish this mission by carefully following the recommended care instructions on our care documents to create an equally cherished experience for the next user. We do understand that while the products are in use they will experience normal wear and tear and therefore we will not charge you for any normal wear and tear. However, if for any reason the products are stolen, lost or badly damaged (i.e. with unremovable coffee stains etc) and cannot be reused we will assess the products and charge you a fee according.
Q. Does zXezXe also pay the shipping costs in case of a repair?
A. In case of minor repairs like chain or zipper breakages during product leases zXezXe will cover the cost of shipping within the UK. However, you will need to notify us about your return first via email on email@example.com. We will then send you further instructions on shipping and next steps.
Q. How and when is the customer informed about the ending of a lease contract?
A. The lease period will be specified when you order the product from us. As a courtesy, we will remind you of its expiry and return one month before the end of the lease . The customer can choose between purchasing the zXezXe by paying an additional amount or renewing the contract (if the product is still available to be leased) or returning the zXezXe and/ leasing a new zXezXe.
Q. I have returned my zXezXe, how will I know if I have been charged an amount towards bag damage.
A. When we receive your bag, we will examine it and send you an email within 5 working days to confirm receipt of the bag and notify you on the outcome of the assessment. Please be assured that we will not charge your card before notifying you on the amount and reasons for the charge.
Q Is it also possible to buy and/or lease a zXezXe from a physical store?
A No. We are an online only exclusive functional luxury brand.