Made-to-Order Leather Goods – FAQ
Made-to-Order Leather Goods – Frequently Asked Questions
How does the ordering process work?
Every piece is handcrafted to your exact measurements in West Hollywood. After you place your order, we'll reach out via the cell number you provide at checkout to gather your measurements before we cut anything. Production begins once sizing is confirmed — so have your phone handy.
When does production start?
Production begins after your measurement consultation is complete. We don't cut until we have your sizing — this is how we guarantee fit.
How long does production and delivery take?
Allow 2–3 weeks from the time measurements are confirmed. This is handcrafted, made-to-order work — not mass production. That timeline reflects the craft, not a backlog.
Are multi-week lead times normal for custom leather?
Yes. Custom leather goods require pattern-making, hand-cutting, stitching, and finishing — all done to your specific measurements. 2–3 weeks is standard for quality made-to-order leather, and it's worth the wait.
How do I provide my measurements?
Add your cell number at checkout. We'll contact you after purchase to walk through measurements before production begins. If we can't reach you, production will be delayed until we do — so please use a number you check regularly.
Can I make changes or cancel my order?
Because every piece is custom-made to your measurements, cancellations and changes are handled case-by-case. Contact us as soon as possible at support@thedencode.com and we'll work with you based on where your order is in the process. The earlier you reach out, the more options we have.
Do you accept returns?
All custom and made-to-order items are final sale. Because each piece is made specifically to your measurements, we cannot accept returns. If there's a defect or error on our end, contact us — we'll make it right.
How do I care for my leather piece?
- Wipe clean with a damp cloth
- Apply a leather conditioner monthly
- Hang dry — never machine dry
- Do not machine wash the leather or hardware
How is my order packaged?
Orders ship in plain, discreet packaging. Your billing statement will show THE DEN CODE.
How do I track my order?
Once your order ships, you can track it using our order tracking page powered by Track123. You'll need your order number and email to look it up.
Still have questions?
Reach us at support@thedencode.com. We're a small operation and we respond personally.