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  • How do I find the perfect size?
    Refer to our sizeguide in the <Online Shopping section and find the size that best suits you.
  • Is there a risk of ruining the material with personalisation?
    The personalization process has been tested for a successful result. The material will not be affected during or after personalisation. We guarantee the precision and durability of this technique which is always tested on new materials and surfaces.
  • How is personalisation done and which products can I personalise?
    You can personalise a selection of Haibonsau items, which are helpfully marked with a specific personalisation icon, by adding a maximum of 9 initials or numbers in the custom text box and choosing a colour from the selection available on the product page. The position of personalisation varies for each product and a preview of the relevant area will be shown before you can complete the purchase. Our items can only be personalised on one area as shown in the simulation.
  • Can I be informed if a product is back in stock?
    Of course! By clicking the "Notify me when available" button on the product page you will receive a notification when the product is available.
  • What's the difference between a ready-to-wear garment and a custom piece?
    A ready-to-wear piece is as you can tell from the name itself: A piece that is ready to wear. No modifications, just the standard model that we sell in our shop. A custom piece has the possibility to be adjusted from color to patchwork, selection of other patches and badges and a custom name on your name and pants/ skirt using HTV.
  • Is it possible to change or cancel an order?
    Unfortunately, once we have sent you the order confirmation email this cannot be modified or cancelled. All items are made-to-order: Which means all materials are sourced for that one piece. However if there are any issues, please contact us here and we will advise accordingly. We offer our customers a 3- day return policy from the date of delivery. The right to return the product may be exercised exclusively by the customer and under no circumstances by the recipient of a gift. Please do read the general terms & conditions under paragraph 'Right of withdrawal' regarding cancellation and refund.
  • Can I return a personalised product?
    Considering the nature of personalised items, once an order has been placed, it cannot be cancelled and the item cannot be returned or exchanged. This in no way changes the customer’s rights in accordance with law. The amount will be charged at the time of the order, shortly after, and always prior to shipping.
  • Where is my order?
    If you have received the shipping confirmation email with the tracking code you can track your parcel and check the expected delivery date.
  • What are the delivery times for personalised products?
    Shipping times of personalised products are the same as those of non-personalised ones. However, please note that from time of purchase, it may take up to 14-21 days to complete personalisation.
  • How can I clean Haibonsau products?
    All products are hand-made and request the highest level of craftsmanship. Please read and follow the care instructions on the website carefully. The essencce of it all is: Clean with a damp, clean cloth – never use harsh or abrasive cleaners. OK! ​ Alternatively, you can always contact our customer service if in doubt.
  • How to clean vegan leather?
    To properly care for your garments, follow these easy tips: ​ If dust or light dirt is evident, clean with a soft cloth and warm water. GENTLE! For embossed or textured surfaces you can use a dampened toothbrush to gently clean between the grooves. For stubborn marks, add some dish detergent to your cloth or sponge. Avoid using an abrasive cloth or harsh cleaning products as they can damage the surface. Eucalyptus oil is the final frontier, if the mark refuses to shift - a small amount on a clean cloth + rubbing gently, should yield positive results. be damaged + rub off.
  • How to store my garment?
    Rotating your garment is essential to the longevity ofyour item -be they animal leather or vegan leather. We don’t buy a pair of shoes or a blouse, wear them every single day, then expect them to look brand new, season after season, and the same is true for vegan leather garments. So, what’s the best way to store vegan leather pieces when not in use? Don’t store your garment in front of a window, or leave it on the seat of your car as excessive exposure to sun can damage the fabric. Don’t stack bags on top of each other – they can get crushed, and zips + hardware can scratch! Store your faux leather garments in the dust bags we supply with every order- this will keep dust + dirt away from your special pieces. On a coat hanger please! Keeping them folded will increase the amount of creases on your piece.
  • Animal leather VS. Artificial leather - What's the difference?
    Sometimes referred to as vegan leather, our bags + wallets are made of Eco PU (polyurethane). The 'eco' part refers to the makeup of the painted coating - unlike some fabrics, such as PVC, it doesn't leach toxic gases + the paint ingredients are all within REACH + Prop65 standards. For us, it’s a central part of our philosophy that no animal products are used in our collections - we don't support the exploitation that exists for the leather industry, nor the environmental degradation that is caused by mass animal raising + leather production. PU is just one 'vegan leather' - there are an increasing number of alternatives on the market, as both environmental + animal welfare concerns become more important to world citizens. ​ Animal leather is the combination of an organic surface - a skin - before it's tanned with chemicals (90% of worlds' leather is chrome tanned) to prevent it from rotting. It's then sprayed with various colours + surface treatments. Moisture can still impact leather - anyone who has experienced rising damp in a house + had accessories ruined as a result, knows this. Leather can also dry out over time - again, due to being derived from a skin. Conditioners are used to keep leathers soft, and water repellant sprays are used to keep moisture away - particularly necessary on suede leather - both can prevent damage + increase the life of a leather bag. ​ Polyurethane (PU) is a highly resilient, flexible and durable material with water resistant qualities, meaning leather cleaners + leather protectors are not needed. The protective layer that PU brings to the fabric surface itself means that a water repellant spray is not necessary (unless it's a sueded surface) - and whilst conditioning is not going to do any damage, it's also not going to make any fundamental difference to your garment.
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