Returns & Exchange · Broken Fingers+

Return Window

We want every piece you receive to be one you genuinely love and can use with confidence. If you notice any problem after delivery, please submit a return or exchange request within 14 calendar days of receiving your order. Counting from the date you sign for or the parcel is delivered, a request received by email or form within 14 days is valid; we are unable to accept requests after this period.

This window is based on "submitting your request," not on "returning the item" — in other words, as long as you notify us by email within 14 days, taking a few more days afterwards to arrange the return does not affect your eligibility. We understand everyone has busy moments, so we recommend opening and inspecting your parcel as soon as possible (see the next section); the sooner a problem is spotted, the sooner we can help.

If you have any questions about the window, or have special circumstances (for example extended travel or hospitalisation that prevents you from inspecting the item in time), you are always welcome to email us, and we will do our best to handle and discuss your case with care on an individual basis.

First Things First

Every Broken Fingers+ piece is hand-stitched stitch by stitch by makers at a local sheltered workshop, produced in small batches. Before each order ships, we hand-check every piece, pack it carefully in an eco paper bag, and include a thank-you card. Even so, knocks and pressure during transit are something we can never fully control, which is why your first inspection on receiving the parcel matters so much.

After delivery, please take two minutes for the following checks:

Check the outer box — look for any obvious crushing, tears, water damage, or dents.
Verify the item — once opened, confirm the style, colour, size, and quantity match what you selected when ordering.
Examine the workmanship — look for loose stitching, loose fittings, damaged hardware, or anything noticeably different from the product photos.
Keep the packaging — if you have not yet decided whether to keep the item, please retain the original packaging, thank-you card, and tags for now, so a return or exchange can be arranged if needed.

If you notice a problem as soon as you unpack, please take photos and contact us as soon as possible, and keep the item in its original condition as much as you can (please do not cut off the tags, please do not use it) so we can handle it faster and more smoothly. Inspecting early and notifying early is the key step to the smoothest return or exchange.

Eligible for Return or Exchange

If your item falls into any of the following situations, we are glad to arrange a return or exchange:

Damaged in transit — the parcel was crushed or knocked during courier delivery, damaging the product.
Not what you ordered — the style, colour, or size that arrived does not match what you selected (for example you ordered style A but received style B, or the colour was wrong).
Manufacturing defect — including loose stitching, damaged fittings, detached hardware, or a noticeable colour difference compared with the product photos.
Unused, unopened, with complete packaging — the item is in brand-new condition, together with the original packaging and tags.

In short: as long as it is our responsibility (a defect, a wrong item, or transit damage), or the item is still brand-new and unused, you may request a return or exchange. We follow up on every case with care, aiming to leave you satisfied.

Not Eligible

As a small-batch, handcrafted social enterprise, some items cannot be returned or exchanged for reasons of hygiene, customisation, or cost. We appreciate your understanding:

Customised products — including engraving, custom sizes, corporate gifts, and other made-to-order pieces. These are made exclusively to your specifications by an artisan and cannot be resold to others, so once ordered they cannot be returned or exchanged (unless there is a manufacturing defect).
Products that have been used or show signs of use or odour — for example scratches, stains, perfume, or other smells, which mean the item is no longer brand-new.
Purely personal preference — for example feeling that the colour, feel, or texture differs from what you imagined, when the product itself has no defect.
Discounted, clearance, and mystery-bag items — these sale or surprise-bundle items cannot be returned or exchanged (if there is a manufacturing defect on arrival, you may still contact us).

If you are unsure whether a particular product falls within the return or exchange scope, you are always welcome to email us before or after ordering. We are very happy to answer each question to avoid any misunderstanding.

On Flaws and Colour Variation

We want to be candid with you about one thing: handcraft is not a flawless industrial product, but handcraft carries a warmth all its own.

Broken Fingers+ leather goods are made from 69% apple-pomace bio-based leather and are USDA Certified Biobased and verified by Beta Analytic to ASTM D6866-22. This apple leather is tough and durable, but as a natural material, each piece varies slightly in grain and shade — and because every piece is hand-stitched stitch by stitch by an artisan, slight grain variation and very subtle differences in colour depth are natural characteristics of handcrafted leather goods, not defects. These small details are exactly what proves each handmade piece is one of a kind.

In addition, product photos are affected by screen settings, shooting light, and other factors, so the colours shown may not be a one-hundred-percent match for the actual item; slight colour differences are within the normal range.

So what counts as a defect eligible for return or exchange? We will always follow up on the following:

Obviously loose or open stitching.
Hardware that is damaged, detached, or rusted.
An obvious colour difference (not a slight variation in shade, but clearly wrong at a glance, for example large-area discolouration or uneven dyeing).
Obvious tears, gaps, or stains on the leather surface.

If after delivery you are unsure whether something is a natural characteristic or a defect, the simplest way is to take photos and email them to us. We will judge honestly with you, and will never brush you off.

How to Apply

Requesting a return or exchange is simple, in four steps:

Contact us — within 14 calendar days of delivery, email info@brokenfingers-plus.com, or use the website Contact Form and select the "Product Orders" category.
Provide details — in your message, note your order number, the product you wish to return or exchange, and the reason, with clear photos attached (for a defect or damage, photos greatly speed up our verification).
Wait for our reply — we will reply within 2 working days to confirm your request and provide the return address and instructions. Please only ship the item back after receiving our reply and the address; please do not send it on your own, to avoid mis-shipment.
Ship back and complete — after you return the item, we receive and inspect it (taking 3 to 5 working days), and once confirmed, we process your refund or exchange and notify you.

Throughout the process we keep in touch with you proactively, with someone following up at every step, so you are never left waiting.

What to Have Ready

To have your request handled faster and more smoothly, please have the following ready when you contact us:

Order number — found in your order confirmation email, usually starting with #.
The product to return or exchange — note which piece (style, colour, size); if your order has multiple items, please state clearly which one.
Reason for return or exchange — briefly describe the situation (for example "crushed in transit," "received a different colour from what I ordered," "strap stitching came loose," etc.).
Clear photos — for a defect, damage, or wrong item, please attach photos, ideally including one of the whole product and a close-up of the problem area; if the outer box is damaged, please include a photo of the box too.
Contact details — an email or phone number so we can reach you.

The more complete the information, the faster we can verify and follow up. If you cannot find your order number right away, or are not sure how to take photos, do not worry — just email us anyway and we will guide you step by step.

Refund Method and Timeline

Once we receive your returned item and complete inspection (taking 3 to 5 working days) and confirm it is eligible for a refund, we refund via your original payment method:

Credit card / Apple Pay — refunded back to your payment card or account. Because of bank processing time, the amount usually takes 5 to 10 working days to appear on your statement.
FPS / bank transfer — the refund generally arrives within 1 to 3 working days.

Please note these timelines start from when we finish inspection and confirm the refund; the actual posting time for credit-card refunds depends on your card-issuing bank and is beyond our control, which we appreciate your understanding on. We will notify you when we process the refund so you know where things stand.

If you still do not see your refund after the expected time, please email us and we will check and follow up for you right away.

Who Pays Return Shipping

Who pays return shipping depends on the reason for the return or exchange, and the principle is simple:

If the cause is ours (a manufacturing defect, a wrong item, or transit damage) — we cover the return shipping in full. After all, the mistake is on our side, and you should not be out of pocket. We will explain the arrangement clearly in our reply.
If the exchange is for personal reasons (for example simply wanting a different style or colour when there is nothing wrong with the product) — the buyer covers the round-trip shipping. That is, the cost to return the item and the cost for us to send the new item to you are both paid by you.

When we confirm your request, we will explain clearly which situation applies this time and how shipping is arranged. There are no hidden charges, and you will never find out about a fee only after sending the item back. Everything is explained clearly in advance.

Exchanges and Stock

Because we make in small batches by hand, we do not hold large stock — every piece is hand-stitched stitch by stitch by an artisan, so the style or colour you wish to exchange for may not be in stock right away. If this happens, we offer the following three options, and there is sure to be one that suits you:

Exchange for another style or colour — choose a different existing piece, with the difference refunded or topped up. If the new choice costs more, you top up the difference; if it costs less, we refund the difference.
Wait for the next batch — if the style you love is sold out, you can choose to wait for the next batch to be made, taking about 4 to 6 weeks (depending on the artisans production schedule). We will notify you as soon as the new stock is ready.
Full refund — if none of the above suits, we are also glad to arrange a full refund via your original payment method (see above for refund timelines).

Whichever option you choose, we respect your decision and follow up the whole way. Handcraft takes time, and we thank you for your patience and understanding — the wait for each piece is repaid by the care an artisan puts into stitching it.

FAQ

Q: I have already opened the packaging and cut off the tags — can I still return it?

A: If the item has a manufacturing defect, was the wrong item, or was damaged in transit, you can still return or exchange it even if opened — please take photos and contact us. But if it is for personal preference, the product must remain unused, unopened, and with complete packaging to be processed. So if you have not yet decided whether to keep it, we recommend retaining the original packaging and tags for now.

Q: Why can customised or engraved products not be returned or exchanged?

A: Customised products (engraving, custom sizes, corporate gifts) are made exclusively to your personal specifications by an artisan and cannot be resold to others, so once ordered they cannot be returned or exchanged for personal reasons. However, if a customised product itself has a manufacturing defect, we will certainly take responsibility and handle it.

Q: The colour I received differs slightly from the website photo — is that a defect?

A: Apple leather is a natural material, and combined with screen display differences, a slight colour difference is normal and not a defect. But if it is an obvious large-area discolouration or uneven dyeing, please take photos for us to assess. See "On Flaws and Colour Variation" above for details.

Q: A discounted or clearance item has a defect — can I return or exchange it?

A: Discounted, clearance, and mystery-bag items cannot be returned or exchanged for personal reasons; but if there is a manufacturing defect on arrival, please contact us and we will still follow up and handle it.

Q: When will I receive my refund?

A: We process the refund once we receive your return and complete inspection (3 to 5 working days). Credit card / Apple Pay takes 5 to 10 working days to appear; FPS / bank transfer arrives in about 1 to 3 working days.

Q: Can I use any courier to return the item?

A: Please contact us first and ship back only after receiving the return address and instructions; please do not send it on your own. If the cause is ours, we cover the shipping, and we will explain the return method clearly in our reply.

Get in Touch

For returns, exchanges, or any questions about your order, big or small, you are always welcome to contact us — a real person follows up on each one, not a machine reply:

Email: info@brokenfingers-plus.com
Contact Form: submit via the website Contact Form and select the "Product Orders" category.

We generally reply within 2 working days. Thank you for choosing Broken Fingers+ — every order of yours is a vote of support for local artisans and social inclusion. We treat every enquiry with care.