Frequently Asked Questions

About Hoi An Soul Leather

  • Where are you located?
    • Hoi An Soul located in Hoi An, a city in central Vietnam with a long-great history.
  • Where are your leather products made?
    • All our leather products are made in Hoi An by our team of experienced artisans (Find out more about them here). Every piece of the product is handmade by our leathercrafting experts. The leather chosen for all our products is guaranteed to be the highest quality leather to ensure longevity and durability.
  • Where can I see Hoi An Soul products in person?
    • We currently have an official store located in Hoi An, and showrooms in Ho Chi Minh City.
    • Store location: 21 Phan Chau Trinh, Hoi An, Vietnam.
    • Showroom location details are listed here.

Orders

  • How can I pay?
    • We only accept payment through Paypal for international orders in order to guarantee the safety of all parties. For orders in Vietnam, we also accept cash on delivery.
  • How can I see the status of my order?
    • We will provide you with the shipping and tracking information as soon as your item(s) has been shipped through email.
  • Can I cancel or modify my order?
    • We process and complete orders as quickly as possible, including monogrammed items. If you have any modification requests or need to cancel, please contact us at [email protected] as soon as possible after placing your order. Keep in that once the order has been shipped, we are unable to change or cancel your order.
  • Can my order be gift wrapped?
    • Yes, we are happy to offer free gift wrapping with a handwritten letter. If you want to request gift wrapping, please contact us at [email protected] with your order number and gift wrapping information immediately after placing your order.

Shipping and Returns

  • Do you offer international shipping?
    • We offer free Standard international shipping to all countries that we can ship to. We also offer Express Shipping via DHL for US$30. Check out the list of countries that we ship to, and find out more about our international shipping info here. For any specific inquiries, please email [email protected] and we will follow up with you shortly.
  • How long will my order arrive?
    • We ship your order within 1-2 business days after you complete placing the order. Depending on your location and your chosen shipping option (Standard, DHL), it might affect the duration of delivery time after it has been shipped out.
    • Vietnamese orders – Standard shipping estimated: 2 – 3 days
    • International orders – Standard shipping estimated : 14 – 21 days/ Express shipping estimated: 4 – 7 days
    • Find out more about Delivery Information here.
  • Do you offer a guarantee on products?
    • Yes. We have a 2-year warranty for all our leather bags and accessories on any manufacturing defects. We will repair and replace free of charge under our warranty policy, except for any of these conditions: general aging of the leather, misuse, personal damage. You can request a return via email [email protected] with photos of the issue, as well as proof of purchase (confirmational email or order number).
    • Find out more about Hoi An Soul Warranty here.
  • How do I return an item?
    • You can return the item within 30 days. The item must be unused and with the tags untouched. Custom made/ personalized items are non-returnable. Contact us at [email protected] with proof of purchase to begin your return. 
    • Find out more about our Return & Refunds Policy here.
  • How do I exchange an item?
    • If you find your item is defective, damaged, or does not look as described on the website, please contact us at [email protected] so we may assist you. 

Products & Leather Info

  • How do I clean my leather product?
    • We recommend cleaning and conditioning the leather surface with a good conditioner or cream once every 2-3 months. Use a dry cloth to gently wipe out dirt or moisture regularly. Find out more leather care and maintenance tips here.
  • What kinds of leather do you use?
    • Hoi An Soul’s products are crafted from the highest quality full-grain leather/ pull-up leather. Minor scratches and bumps are unique characteristics of high-grade leather and they add beauty to the bag when leather ages. With proper care, your leather bag can last a lifetime. Find more about our leather here.
  • My product doesn’t look exactly like the one in the photos?
    • Our products are crafted from natural leather so each piece can vary slightly in texture and color. If the product you received is not what you expected, please feel free to contact us at [email protected] so we can figure out how to assist you.

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