CUSTOM MADE ORDERS, PAYMENTS, SHIPPING & REFUNDS
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Every customer is obliged to measure the dog (neck width, chest girth etc.) before ordering. Please purchase seriously because Sauri leather dog products are uniquely handcrafted art pieces. Hand crafting process implies many working hours and a serious craftsmanship. Therefore we cannot accept refunds or exchanges by default.
As dog lovers, artists and humans we give our best in creating beautiful and unique pet gifts. We are working most eagerly on finding the right design solution for every custom made order. We communicate thoroughly with each customer because we recognize the importance of custom made orders, i.e. the power and beauty of a special human-canine relationship that lies behind it. For custom made orders we take 50% (non-refundable) down payment before leather is cut in accordance with the measures that the customer had given to us. The agreed price of the custom made item can be altered if the customer changes the original measurements during the process of crafting or if the originally agreed design needs to be changed (i.e. different ornaments, embossing etc.).
Workshop Sauri uses the official postal service of Serbia (JP “Posta Srbije”) as the carrier. Parcels are shipped as certified priority mail, with a tracking number and delivery on signature for added security. If the first delivery attempt is unsuccessful, your local post office will normally hold a package for pick up or redelivery 15 days after the first delivery attempt. Please keep track of your order to avoid delivery delays or unclaimed label (when the parcel is not picked up at the destination post office and/or the purchaser made no attempt to reschedule delivery in a timely manner).
All Sauri leather products are packed as fragile items, especially unique leather dog collars where each ornament as well as the whole collar is being wrapped with a bubble wrap then placed in a box filled with strong wrapping paper for additional support during the shipping. We have never had a case of a missing or damaged parcel but we are obliged to advise you the procedure. Customers need to report any damages of the parcel and/or missing items as soon as they receive the parcel. All intermediary post offices need to keep their record of the shipments in transit to ascertain the responsibility for the damage that occurred during transit. If the customer receives a damaged parcel this should be reported IMMEDIATELY UPON DELIVERY TO THE DELIVERING POSTAL SERVICE. THIS CANNOT BE DONE ONLINE because a postal employee has to inspect the damaged parcel and write the official damage report. If the customer doesn’t file a claim in his local post office, Workshop Sauri won’t be able to compensate for the damage.
Because of the nature of our business, refunds are typically not permitted unless there are very special circumstances, which we will determine on a case by case basis. This is because the majority of our collars are custom ordered, though some considerations can be made if you are not happy with your order, such as shop credit or an exchange, minus the shipping costs. Personalized items are not subject to exchange.
Our collars are made with top of the line materials by expert craftsmen. We are not responsible for your dog damaging its collar. The guarantee does not cover a normal wear and tear like chewing, scratching or dings to the decorations. However we can send you the replacement parts at your expense. We cannot oblige to repair the collar at our own expense.