Frequently Asked Questions
Can't find what you're looking for? Contact us and we'll be happy to help!
🛒 Ordering
How do I place an order?
Simply browse our collection, select your item, choose your preferred color/style, and click "Add to Cart." Then proceed to our one-page checkout, enter your contact information, shipping address, and payment details all on one page, then click "Pay Now." You'll receive a confirmation email shortly after. For a detailed guide, visit our How to Order page.
Can I modify or cancel my order?
You can cancel your order for a full refund before it ships. Once shipped, cancellation is not possible, but you may return the item within 7 days of receipt. To cancel, contact us immediately at customer@dwarvesbags.com.
Do I need an account to place an order?
No, you can check out as a guest. However, creating an account at account.dwarvesbags.com makes it easier to track orders and reorder in the future. Simply enter your email and we'll send you a verification code to log in - no password needed!
Can I place a custom order?
Yes! We love custom orders. Contact us at customer@dwarvesbags.com with your requirements (size, color, material, personalization), and we'll bring your vision to life. Custom orders typically take a few extra days to produce.
Do you offer discounts or promotions?
We believe in fair pricing every day, so we keep our prices as low as possible year-round - no need to wait for sales. We offer:
- $8 off on orders over $200 (automatically applied at checkout, no code needed)
- Affiliate Program: Earn 8% commission by sharing our brand. Your friends get 2% off with your referral code. Contact us to join.
How do I use a discount code?
Enter your discount code in the "Discount code" field on the checkout page and click "Apply." Only one discount code can be used per order unless otherwise specified.
Can I order if I'm outside the United States?
Absolutely! We ship to most countries worldwide with free standard shipping. International orders may be subject to customs duties and taxes imposed by your country, which are the responsibility of the customer.
💳 Payment
What payment methods do you accept?
We accept a wide range of payment methods:
- Credit/Debit Cards: Visa, Mastercard, American Express, Discover, Maestro, Diners Club
- PayPal (with or without a PayPal account)
- Shop Pay (with installment options available)
- Apple Pay (on compatible devices)
- Google Pay
- Meta Pay (Facebook Pay)
For more details, visit our Payment & Tax page.
Is my payment information secure?
Yes, absolutely. All transactions are encrypted with SSL/TLS technology and processed through Shopify's PCI-DSS compliant payment system. We never see, collect, or store your full credit card information. You can shop with complete confidence.
When will I be charged?
Your card is charged immediately when you place your order. Production begins once payment is confirmed.
Can I pay in installments?
Yes! If you use Shop Pay at checkout, you may be eligible for installment payment options (subject to approval by Shop Pay).
Will I be charged customs or import taxes?
-
United States: No. We handle all customs clearance and duties for our US customers. The price you see at checkout is your final price.
-
Other Countries: Possibly. International orders may be subject to import taxes and duties as mandated by your local government. These fees are not collected by us and must be paid by the recipient.
My payment was declined. What should I do?
Please check that your card information is entered correctly and that your card has sufficient funds. Your bank may have flagged the transaction - try contacting them or use a different payment method. If the problem persists, contact us at customer@dwarvesbags.com.
🚚 Shipping & Delivery
Do you offer free shipping?
Yes! We offer free standard shipping worldwide to most countries. We also offer a paid FedEx express option for faster delivery at checkout.
How long does delivery take?
Total delivery time = Production time + Shipping time:
- Production time: 2-7 business days (most bags are handcrafted to order)
- Free standard shipping: 5-15 business days
- Paid FedEx Express: US/Canada 3-4 business days. | Europe 4-7 business days. | Australia 5-8 business days. | Asia 2-3 business days.
Note: Australia free shipping typically takes around 20 days. We recommend choosing FedEx for faster delivery to Australia.
Where do you ship from?
We are Chinese craftspeople. All bags and leather goods are handcrafted in our studio in China and ship directly from China. Our warehouses in the US, Canada and Australia are for return processing only.
How do I track my order?
Once your order ships, you'll receive a shipping confirmation email with a tracking number. You can track your order via:
- The tracking link in your shipping confirmation email
- Your account at account.dwarvesbags.com → Orders
- The free Shop app (iOS/Android) for real-time push notifications
For more details, visit our Order Tracking page.
My tracking hasn't updated in several days. Is my package lost?
Not necessarily! Tracking may not update during international transit between countries, weekends, holidays, or customs clearance. If tracking hasn't updated for more than 7 days, please contact us and we'll investigate.
What if my package is lost or not delivered?
If your package cannot be delivered within 60 days, the logistics provider will compensate for the loss. Please contact us within 60 days of your order date. We cannot accept claims for orders over 90 days old. Please note: we are not responsible for packages lost due to incorrect addresses provided by the customer.
Can I change my shipping address after ordering?
Contact us immediately at customer@dwarvesbags.com. If the order hasn't shipped yet, we may be able to update the address. Once shipped, we cannot change the delivery address.
Do you accept urgent orders?
We cannot guarantee specific arrival dates and do not accept urgent orders. Please place your order well in advance if you need it by a specific date.
🔄 Returns & Exchanges
What is your return policy?
You can return items within 7 days of receipt for a refund or exchange, provided the item is:
- Unused and unworn
- Unwashed and unaltered
- In original condition with all tags attached
- In original packaging
For full details, visit our Shipping & Return Policy page.
How do I return or exchange an item?
- Email us at customer@dwarvesbags.com within 7 days of receipt
- Include your order number and reason for return/exchange
- Wait for our return address and instructions
- Ship the item back in original condition
Important: Do NOT send packages back to the sender's address on the original package. Always wait for our return instructions first.
Who pays for return shipping?
- Customer pays: Returns due to personal preference (wrong size ordered, item not liked, change of mind)
- We pay: Returns due to our error (wrong item sent, manufacturing defect, damaged product)
When will I receive my refund?
After we receive and inspect your return, we'll email you a confirmation within 7 business days. Refunds are then processed within 10 business days to your original payment method:
- PayPal: Up to 48 hours
- Credit/Debit Card: 2-7 business days
What items cannot be returned or refunded?
- Items returned more than 7 days after receipt
- Used, worn, washed, or altered items
- Clearance or Final Sale items
- Orders over 90 days old
- Items damaged by improper use or misuse
- Packages refused by the customer at delivery
- Packages returned due to incorrect addresses provided by the customer
Do you have return warehouses outside China?
Yes! We have return processing warehouses in the US, Canada, Europe, and Australia (offered by our logistics partner). These are for return processing only - all production happens in our China studio. Contact us for details and to get a discount on return shipping to these warehouses. Note: a $28 USD processing fee applies for international returns under 3kg to regional warehouses.
✅ Quality Guarantee
What quality guarantee do you offer?
- 30-day free replacement: If your bag has manufacturing defects (broken hardware, peeling leather, loose stitching, zipper failure, glue separation), we'll replace it free of charge
- 90-day free repair: We'll repair any manufacturing defects at no cost within 90 days of purchase
This guarantee covers manufacturing defects only, not normal wear and tear or damage caused by misuse.
How do I make a quality claim?
- Email us at customer@dwarvesbags.com with clear photos of the issue
- Ship the bag back to us (customer pays return shipping)
- Email us the tracking number
- We'll send a replacement or repair and reship at our cost
What is considered normal wear and tear?
Normal wear and tear includes: minor scratches from daily use, natural darkening or lightening of leather over time, slight color fading, and softening of the leather. These are natural characteristics of genuine leather and are not covered by our quality guarantee.
👜 Products & Materials
What materials do you use?
We use only premium natural materials, including:
- Cowhide - Durable, develops beautiful patina
- Sheepskin - Luxuriously soft and supple
- Calfskin - Fine grain, exceptional softness
- Horse Leather - Unique grain, very durable
- Suede Leather - Velvety texture, elegant matte finish
- Vegetable Tanned Leather - Eco-friendly, ages beautifully
- Deerskin - Naturally water-resistant, incredibly soft
- Xiangyunsha (Gambiered Guangdong Silk) - Rare traditional Chinese fabric, 500+ years of history
Learn more on our Materials Guide page.
Will my bag look exactly like the photos?
We photograph our products in natural light to show the most accurate representation. However, please note:
- Colors may vary slightly due to your screen settings and lighting conditions
- Natural leather has unique grain patterns and texture variations - no two bags are exactly alike
- Hand-dyeing may result in slight color variations between bags
- These natural variations are signs of authenticity, not defects
Do your bags develop patina over time?
Yes! Natural leather develops a beautiful, unique patina over time - it softens, darkens, and gains character with every adventure. This is especially true for vegetable-tanned leather and cowhide. We consider this one of the most beautiful qualities of genuine leather. Your bag becomes more uniquely yours with each passing year.
Are your bags suitable for everyday use?
Absolutely! Our bags are designed for real life - lightweight, durable, and thoughtfully organized for everyday adventures, whether commuting, traveling, or running errands. They're built to last for years with proper care.
Do you offer bags in different sizes?
Yes, many of our styles come in different sizes. Please check the product description for dimensions. If you need a specific size that's not listed, contact us about a custom order.
Can I see more photos of a product before buying?
Of course! Contact us at customer@dwarvesbags.com and we'll be happy to provide additional photos or videos of any product.
🧴 Care & Maintenance
How do I care for my leather bag?
General care tips for all leather bags:
- Keep away from excessive moisture, rain, and direct sunlight
- Store in the dust bag provided when not in use, stuffed with tissue paper to maintain shape
- Clean with a soft, slightly damp cloth
- Condition regularly with appropriate leather conditioner (every 3-6 months)
- Avoid overloading to maintain shape and prevent stress on seams
- Handle with clean hands to prevent oil transfer
For material-specific care instructions, visit our Care & Maintenance Guide.
My new bag has a leather smell. Is this normal?
Yes, completely normal! Since our bags are made-to-order and shipped in sealed packaging, they may have a natural leather scent when first opened. Simply allow your bag to air out in a well-ventilated area for 24-48 hours. The scent will naturally dissipate. Do not use artificial fragrances or deodorizers on the leather.
Can I use my bag in the rain?
We recommend protecting your bag from heavy rain. If it gets wet, pat dry with a soft cloth and allow to air dry naturally away from heat sources - never use a hair dryer. Some materials like deerskin are naturally more water-resistant. For suede leather, we strongly recommend applying a suede protective spray before first use.
How do I clean a stain on my leather bag?
Act quickly! For most stains, gently blot (don't rub) with a slightly damp soft cloth. For tougher stains, use a leather cleaner specifically designed for your bag's material. Always test in an inconspicuous area first. For suede, use a suede eraser for dry stains. For significant stains, we recommend consulting a professional leather care specialist.
How do I care for suede leather?
Suede requires special care:
- Apply suede protector spray before first use and reapply every few months
- Use a suede brush to gently remove dirt and restore the nap (always brush in one direction)
- Use a suede eraser for dry stains
- For wet stains, blot immediately, air dry, then brush when completely dry
- Avoid water and moisture as much as possible
How do I care for Xiangyunsha (Gambiered Guangdong Silk)?
This precious fabric requires gentle care:
- Spot clean only with a damp cloth - do not machine wash or dry clean
- Store in a cool, dry place away from direct sunlight
- Handle with care - avoid prolonged water exposure
- If wet, air dry naturally - never wring
- The characteristic rustling sound and sheen are natural features, not defects
🏢 About Dwarves
Who is behind Dwarves Bags?
Dwarves was founded in 2012 by Sunny and two other mothers. We are Chinese craftspeople dedicated to creating beautiful, durable leather goods. Our footwear website has served hundreds of thousands of customers worldwide since 2017. dwarvesbags.com represents our evolution into a complete leather ecosystem, focusing exclusively on premium bags and accessories. Learn more on our About Us page.
Why is the brand called "Dwarves"?
In fantasy novels and games, Dwarves are depicted as master craftspeople with strong willpower, courage, and exceptional skill - particularly adept at creating high-quality items. We chose this name because it perfectly represents our philosophy: resilience, craftsmanship, and unwavering commitment to quality.
Where are your products made?
All our products are handcrafted in our studio in China by skilled artisans. Every bag goes through approximately 30 production processes before it's ready to ship. We ship directly from China - our warehouses in the US, Canada, Europe, and Australia are for return processing only.
Do you have physical stores?
Yes! We have two retail stores in China:
- Store 1: OCT, Shenzhen, Guangdong
- Store 2: Guangzhou, Guangdong
We also have an Asian designer shop on Pinkoi: cn.pinkoi.com/store/dwarves
Are there fake Dwarves websites?
Unfortunately, yes. dwarvesbags.com and dwarvesshoes.com are the ONLY official websites of the Dwarves brand operated by DWARVES LLC. We are not affiliated with any other websites or sellers. Imitation sites cannot match our quality, craftsmanship, or customer service. Always shop directly with us for authentic products and our full guarantee.
What is your vision for Dwarves?
We are dedicated to creating a genuine leather ecosystem - a world where quality, craftsmanship, and timeless beauty come together. In this fast-fashion world, we invite you to experience the power of time: the quiet strength of leather that ages beautifully, the peace that comes from owning something made to last. We want every Dwarves product to be a companion for your journey, becoming more beautiful with each passing year.
💬 Still Have Questions?
We're here to help! Reach out to us through any of these channels:
- 📧 Email: customer@dwarvesbags.com (response within 24-48 hours, Mon-Fri)
- 📱 WhatsApp: +86 189 2386 7563 (Mon-Fri, 9AM-6PM China Time)
- 💬 Live Chat: Click the green "Chat with us" button at the bottom right of the page (Mon-Fri, 9AM-6PM China Time)
You can also visit our Contact Us page for more ways to reach us.
Helpful pages you might also want to visit:
- How to Order
- How to Track Your Order
- Shipping & Return Policy
- Payment & Tax
- Care & Maintenance Guide
- Materials Guide
- Why Choose Dwarves
Thank you for choosing Dwarves Bags. We're honored to be part of your journey - where time is on your side!
