At PEGAI, most pieces are made in small batches or crafted to order. That means timelines can vary, leather will behave naturally, and no two pieces will age exactly the same. We believe those details are part of the beauty. Below are answers to the questions we receive most often.
Before You Order
1. Leather & Materials
Leather is a natural material, and we intentionally preserve much of its original character. That means some pieces may include natural markings such as wrinkles, grain variation, healed scratches, veins, or subtle texture shifts. These are not defects. They are part of the individuality of full-grain leather and a reflection of the material’s origin. Many of our leathers are minimally finished to preserve their softness, depth, and ability to age naturally over time. As the leather wears in, it will develop additional marks, movement, and patina unique to your use. We believe this evolving character is part of what makes leather meaningful. For care guidance and maintenance recommendations, please visit our Leather Care page.
2. Personalization
We offer select personalization options designed to make your piece uniquely yours while respecting the character of the leather itself. Please note that personalization is only available on select Atelier PEGAI products.
- Traditional Firebranding
For a timeless touch, initials can be fire-branded directly into the leather before shipment. This traditional technique uses heated brass letters pressed carefully into the surface, creating a permanent impression that ages beautifully over time. Available characters include:
- Uppercase and lowercase Latin letters
- Select punctuation and symbols: , . ! @ # $ % & * ( ) - + ? ♥ “ : | ‘
To preserve the integrity of delicate leathers, firebranding is not available on certain finishes including Togo and select Italian leathers.
- Laser Engraving
For portfolios and journals, laser engraving is available for logos or artwork. To ensure the cleanest result:
- Vector or high-resolution artwork is preferred
- Black-and-white graphics reproduce best
- We currently do not provide custom logo design services
If needed, our team can help guide placement and sizing before engraving.
3. Processing & Shipping
Each order is carefully prepared in our workshop before shipment. Most orders are processed within 2–3 business days, followed by standard shipping transit times of approximately 3–7 business days depending on destination and courier conditions. If you’re in a hurry, Express shipping is available for US customers at checkout. Please note that “2-day shipping” refers only to transit time and does not include workshop preparation or personalization. Please also note that these timelines do not apply to pre-orders, limited workshop experiments, or Hatch48 projects, which may require extended production timelines depending on material sourcing and batch availability.
Why is my order taking longer than expected?
We currently operate from both the United States and Spain. For US customers, some orders are first routed through our Dallas workshop to help prevent unexpected customs charges before final delivery. Transit estimates begin once the package departs Dallas. International orders ship directly from the nearest available workshop location.
4. Pre-orders
Some releases are offered as small-batch pre-orders. Estimated shipping timelines are typically between 3–4 months unless otherwise stated on the product page. For experimental releases, limited leathers, or workshop projects, timelines may occasionally extend depending on material sourcing and production capacity. Rather than rushing production, we prefer to preserve the quality and integrity of the piece.
5. International Shipping
We currently ship worldwide. Orders above $250 qualify for complimentary shipping. Please note that international duties, taxes, or customs fees are determined by your local government and are the responsibility of the recipient upon delivery.
6. Shipping Delays & Deliveries
Once a package leaves our workshop, delivery timelines are handled by the courier. If tracking has not updated for several days, we recommend first contacting the courier as local delivery issues or address access problems are often resolved fastest through them. If the package still appears stalled after 7 business days, please contact us and we’ll gladly assist with opening a courier claim or mail search if needed. We’ll stay in communication throughout the process and do our best to help locate the shipment.
7. Order Changes
If you need to make changes to your order, please contact us within 24 hours of purchase. This may include:
- Shipping address updates
- Color adjustments
- Personalization edits
- Quantity changes
- Cancellation requests
Please include your order number and full name when reaching out so we can locate the order quickly. If the item hasn't shipped yet, we’ll always do our best to accommodate adjustments.
8. Order Cancellations
Orders may be cancelled within 24 hours of purchase provided production or shipment has not yet begun. Once an item enters processing or workshop production, cancellations may no longer be possible. If a cancellation is approved, refunds are typically processed within 3–5 business days depending on your financial institution. If an order has already shipped, customers may still request a return in accordance with our return policy .
9. Returns & Refunds
If you would like to request a return, please begin through your customer account portal using the same email address used during checkout. Once submitted, return requests are typically reviewed within 24 business hours. Please note:
- Personalized pieces are final sale
- Sale items may not be eligible for return
- Returned products must remain unused and in original condition
If you’re unable to locate your order, it’s possible the purchase was completed using a phone number rather than an email address. In that case, please contact our team directly and we’ll gladly help locate it. For complete return eligibility and policy details, please visit our Returns page.