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FREQUENTLY ASKED QUESTIONS

BAG BASICS

1. What are your bags made of?

Bags and accessories in our Core Collections are made of 100% genuine cowhide leather. We also have products that are made of PVC, Raffia, and Canvas.

2. Are your bags made in the Philippines?

Yes, our bags are proudly made by local leather craftsmen with raw materials sourced locally as well.

3. What are these marks on my bag?

No genuine leather looks and feels the same. Since our bags are made of genuine material, some bags may have natural stretch marks that cannot be chemically-treated and processed.

4. Can I have my item personalized/monogrammed?

Personalization is available for bulk custom orders. Contact us to request for a quotation.

ORDERING

1. How do I place an order?

Select the item/s you wish to purchase and ADD TO CART. You can continue shopping, or VIEW CART and Proceed to Checkout. At checkout, you can log in to your existing account, create a new one, or checkout as a guest.

2. How fast will my order be processed?

Kindly allow 1 – 2 business days for order processing. Shipment will take 3 – 5 days upon order confirmation depending on the location.

3. Can I cancel or modify my order?

We process and complete orders as soon as we receive them. If you have any modification requests or need to cancel, please contact us as soon as possible and provide your order confirmation number as soon as possible. We cannot guarantee that we will be able cancel or modify, but we will try our best to accommodate such requests.

4. I received the wrong order.

We are happy to help you. Please contact us via email or through our social media channels and provide us a copy of your order confirmation, payment receipt, and a clear photo of the item you received for verification purposes. We will follow-up with next steps as soon as possible.

5. I received my order and an item was damaged.

We are happy to help with damaged items. Please email or send us a message on social media with a brief description of the damage, the order number and your complete shipping information. We will follow-up with next steps as soon as possible. COSTAL will determine the best resolution and may ask to see a product in person before making a decision. Please note that COSTAL is not responsible for normal wear and tear, such as staining or dye fading.

PAYMENT METHODS

1. Do you accept credit card payments?

Yes, we accept major Credit / Debit Card payments.

2. Do you accept Bank Deposits or Fund Transfers?

Yes, we do. Transfers can be made through BDO or BPI. Bank details will be provided upon payment.

3. What other modes of payment do you have?

We have PayPal. We also have GCash via PayMongo. We also accept Cash on Delivery via Entrego.

SHIPPING

1. Where do you ship to?

We ship nationwide. We are currently working on international shipping, so please stay tuned for further announcements.

2. What shipping options do you have?

Our domestic courier service is Entrego.

3. Can I book my own courier for delivery?

Yes, we have a “Pick-up” option available. Store pick-up is only open every Mondays, Wednesdays, and Fridays from 9:00 AM to 5:00 PM. Please notify us ahead before booking a rider.

4. How long will my order arrive?

We will send a notification with tracking details once your package is out for delivery.

  • Within Metro Manila: 1 – 2 business days upon courier pick-up
  • Greater Manila Area: 1 – 2 business days upon courier pick-up
  • Provincial:
    • Luzon: 2 – 4 business days upon courier pick-up
    • Visayas & Mindanao: 3 – 5 business days upon courier pick-up
  • International: Coming soon

RETURNS AND EXCHANGES POLICY

1. What is your domestic return policy?

We normally accept returns and exchanges for unused products within 14 days after placement of order.

2. How do I make a return?

Please contact us to submit a return request, and we will get back to you with the next steps.

3. What is your exchange policy?

We accept exchanges within a period of 30 days upon purchase of unused item. You may send us a message for this reqest.

CARE AND REPAIR

1. How does COSTAL handle repair requests?

Products that are within the warranty period are eligible for repairs free of charge. Proof of purchase from COSTAL will be required for any repair services. Each case will be dealt with on an individual basis and repairs may take up to 2 weeks, excluding shipping time.

2. Is there anything I should do before using my COSTAL leather bag?

Before using your leather item, we recommend that you use a leather protector to preserve it, but this is not a necessary step. You may use our COSTAL Leather Balm.

3. How should I care for my COSTAL leather?

For light cleaning, we recommend spot cleaning with a leather cleaner which is available in COSTAL (check Leather Balm). Please test any products you are applying to the bag in a hidden spot first to make sure you are okay with the final result before applying to the whole bag. For deep cleaning, see a cobbler or a leather professional.

4. My bag has some variations. Is this normal?

Leather is a natural hide and some items may have variations in the material. More than an imperfection, this is a unique characteristic of raw materials and an indicator that your bag is genuine and high quality. Creases in most bags are unavoidable due to packaging, but should diminish as you use it.

5. How should I store my items?

When not in use, please store in a cool, dry area in the dustbag provided with your purchase. To keep its shape and form, we recommend to insert fillers as you store it.

OUR COVID-19 RESPONSE

1. Is your store open 24/7?

Yes, our online shop is open and are processing your orders everyday. We appreciate your patience as delays may be anticipated. Our customer support is available to help you.

2. What precautions are you taking at your headquarters to ensure both the safety of your team members and our packages?

We are taking all the necessary precautions we can to keep our employees safe and minimize the risk of transmission of COVID-19, including:

  • All team members are now fully vaccinated, and are required to wear masks at all times and practice social distancing when in our headquarters.
  • We've reduced the number of team members that can be present in the headquarters at the same time in order to enforce social distancing guidelines.
  • Sanitizing supplies are provided to all employees and are available in our headquarters.
  • Any team member showing symptoms will be advised to self-quarantine and follow all health protocols.

MORE QUESTIONS?

Email us at costal.online@gmail.com or contact us here.

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