FREQUENTLY ASKED QUESTIONS
Can I cancel my order? Yes, we offer a 2 business hour cancellation window. After 2 business hours, your order will be in the hands of the fulfillment team at which point we will be unable to accommodate cancellation requests. If you need to cancel your order please reach out to our customer support team ASAP. If it has been over 2 business hours since your order was placed, it could already be in the hands of our fulfillment team and we are unable to cancel it but we will always be willing to try to help if we can.
Will the actual product vary from the pictures shown on your website? The product images shown have the most accurate color possible. Differences in computer monitors may result in color variations. Please keep in mind that in some cases variations in leather grain or texture may also occur due to the nature of full-grain leather. We do our best to provide you with the most accurate images, but some variation in color & leather texture may exist and is completely normal.
The product I received looks wrinkled, has creases, or looks scratched? Leather is a natural material made from animal hide and it possesses certain qualities that can affect its appearance. When a new leather item such as a bag or wallet is first purchased, it's common for it to exhibit some wrinkles or creases. Here's why:
Natural Variations: Leather comes from different animal sources, and each hide has its own unique texture and grain patterns. These natural variations can contribute to the appearance of wrinkles. Just like our skin, leather can have slight imperfections and marks that are part of its natural beauty.
Softness and Flexibility: Leather is known for its flexibility and ability to conform to different shapes. When the leather is new, it may feel a bit stiff. As you use and wear the item, the leather will gradually soften, and some of the wrinkles may diminish or become less noticeable.
Dryness and Conditioning: Another factor that can make new leather appear dry is the tanning process. During tanning, the moisture content of the hide is reduced, which can result in a drier surface. Additionally, leather items can dry out over time, especially if not properly cared for. Regular conditioning with a leather conditioner or moisturizer can help restore its natural oils and keep it supple.
It's important to note that these characteristics are inherent to genuine leather and are not necessarily defects. In fact, they often add to the unique character and charm of the leather item. With proper care and maintenance, the leather will age gracefully and develop a rich patina that enhances its beauty.
Do you include gift receipts? We like to treat each order as a gift, whether it’s for yourself or a loved one. All shipments will include an order packing slip from our fulfillment team, but will not display any pricing. Unfortunately, we are not able to customize any notes on the packing slip.
What are Andar’s Customer Support hours? We’re here and happy to help during our normal business hours, Monday - Friday 9AM-5PM Arizona Time. (excluding weekends and most major US holidays) If your message is received prior to 5PM on Friday, you should receive a response within 1 business day. You can contact our Customer Support at support@andar.com
What forms of payment do you accept? We accept all major credit cards, Shop Pay, PayPal, Apple Pay, various crypto currencies and Andar e-Gift Cards.
What is an e-Gift Card? An e-Gift card is an electronic gift card that you can apply to any purchase. When you purchase an e-Gift card, it will be sent to the email address used when placing the e-Gift card order. You can either print it or forward the email to the recipient. Please make sure to check your spam, junk folder and promotions folder if you cannot find the gift card as they sometimes end up there. E-Gift card purchases are not refundable, but can be gifted or used on any product on our website. If you do have trouble receiving your e-gift card, please reach out to support@andar.com and we will be happy to help.
Do you offer discounts or promotional codes? Yes! From time to time we treat our customers to discounts or free shipping codes. They may require a minimum purchase before tax or only apply to certain items and they almost always are valid for a limited time.Please be sure to enter an active discount or special code during your purchase, before your order is finalized, so you can take advantage of the savings! Only one discount or promotional code is applicable per order, this includes exchange gift cards.
Do you offer Military Discounts? If you are active/veteran in the Military we do offer a discount code, please click on the link to be taken to VerifyPass to input your information. Here is the link to get set up with that discount code: https://www.andar.com/pages/military-discount
If I place two orders, am I able to combine them? Unfortunately, we are unable to combine orders. We pride ourselves on some of the quickest shipping turnaround times in our industry and we print orders very quickly after they have been received.
Will additional products ordered with my pre-order be shipped separately or together? Additional products ordered with a pre-order will ship together. Place an additional order if additional items are needed sooner.
Item Received Damaged or Not Working Properly? At Andar, we stand by our products and do our best to make sure each product functions and looks the best it can when shipped out. However, we are aware that each product is handcrafted and manufacturing defects can occur. If your recently received product is showing signs of damage or is not working properly, please reach out to us as we want to take care of this for you and make it right. For items received in a damaged state, we do ask that you reach out to our customer support team at support@andar.com within 48 hours of delivery. After this point, we are unable to validate if the damage occurred during transit or during use and will have to treat the issue as a warranty claim.
What do I do if my phone case’s buttons are stiff? Because the phone case buttons are made of leather they sometimes need to be broken in. With the case off of your phone, they can be worked in fairly easily by pressing them in several times until you feel them loosen up.
This should break in the buttons, make them more pliable, and the case should work how it's supposed to! You can always feel free to contact us at support@andar.com if you have any issues.
What if my wallet gets scratched or worn? Our wallets are made out of full grain vintage leather so every scratch and imperfection will wear in with the wallet and help it develop a unique patina that tells a story of where you have been and what adventures life has taken you on.
While most wallet companies will put a protective coating over their leather products, we do not, because we believe in preserving the matte quality our leather has to offer. While this means your wallet may get scratched easier than an average-grade leather wallet you can find at your local superstore, it also means that your wallet will develop a beautiful, exclusive-to-you patina and wear.
For times where you have a particular scratch you’d like to buff out, or if you would like the story of your wallet to start from the beginning we do have leather cream tins for purchase here: https://andar.com/products/leather-cream
And a useful guide on how to take care of Full Grain leather here: https://andar.com/blogs/blog/caring-for-full-grain-leather
How do I track my order? Once your shipping label is created, you will receive a shipping confirmation email from us with a link you can use to track your order! Your tracking number will update with your parcel’s new location each time it gets scanned by the courier, so you can follow your package on its way and stay in the know. To get the latest shipping updates click here.
My money clip seems loose! What do I do? You can carefully pull the money clip out of your wallet at any time to make sure that the clamp is screwed all the way into the section of the money clip that is a spring. Once you make sure this is tightened, check to see if the money clip clamps down tightly as it used to.
If you continue to have issues with the money clip after making sure both parts of the money clip are screwed tightly together, you can repurchase a money clip here: https://andar.com/products/money-clip-spring and of course, always feel free to contact us at support@andar.com.
Can I exchange my wallet for a different style? Please view our return and exchange policy here: https://andar.com/pages/returns
What is your return policy? Please view our return and exchange policy here: https://andar.com/pages/returns
Is my wallet covered under warranty? Please visit our warranty info page here: https://andar.com/pages/warranty
CASHBACK
- How can I redeem my CashBack?
- Check your email. After making a qualifying purchase, you will receive an email to redeem your CashBack. Complete the CashBack redemption form, and then select your preferred CashBack redemption method (Prepaid Visa Gift Card or Andar Gift Card).
- How long does it take to receive my CashBack gift card?
- Once you select your CashBack offer, there is a 30-day holding period until your gift card selection will be delivered via email from Fondue.
- Why is there a holding period to receive my CashBack?
- Our 30-day holding period ensures someone doesn’t receive a CashBack offer from an item they’ve returned.
- How do I use my CashBack gift card?
- If using an Andar Gift Card, enter the gift card number at checkout and be sure to use the same email address you used when redeeming the offer.
- When checking out with your Prepaid Visa Gift Card, use the same email address you used when redeeming the offer. Not all online stores accept Prepaid Visa Gift Cards, and your order value must not exceed the balance on your gift card in order to redeem. If you have issues checking out with your Prepaid Visa Gift Card, please reach out to your point of purchase, we cannot help you with issues regarding your Prepaid Visa Gift Card.
- Where can I find my CashBack gift card?
- Once you select a CashBack gift card, you will receive an email from Fondue. If you can’t locate that email, please reach out to support@getfondue.com with your exact CashBack details and they will help you locate your gift card.
- Where can I check my balance and statement on my Prepaid Visa Gift Card?
- Once you select a Prepaid Visa Gift Card, Fondue will send you an email with a secure link to the details of your card. For statement details, please email support@getfondue.com with the last four digits of your Prepaid Visa Gift Card.
For other CashBack related questions, please consult https://www.getfondue.com/cash-back-faq
How do I contact Andar? There are many ways you can reach us! You can message us on Instagram, Facebook, or email us at support@andar.com. We are always happy to help in any way we can so please do not hesitate to let us know if there is something we can assist you with!