Customer Service & Store Policies⎮FONTEM

CUSTOMER SERVICE & POLICIES

 
Ordering Process

How To Send Us Your Text?
The words you wish to have imprinted on your handbag may be a precious letter you hold dear… a favorite poem or quote, or a message to the recipient, if the bag is meant as a gift. Whichever you choose, the words will be printed on one side of the bag’s lining, as shown in the item description pictures.

 

Your personalized text may be handwritten or typed:

・ Typed: enter your message in the designated box and proceed to checkout. 

・Handwritten (on plain, unlined paper): after completing your purchase, scan and send your text as a PDF file to contact@fontemhandbags.com with your full name and order number. Please use a high-quality scan.

 

Text Dimensions And Appearance In Item
Your personalized text will appear on one side of the lining, inside your handbag, as shown in the item description pictures.

✽ IMPORTANT: Please follow instructions for TEXT DIMENSIONS AND APPEARANCE IN HANDBAG for your item of choice.

 

Important Notes
✽ We do our best to make sure that handwritten messages will match the original handwriting as closely as possible. Please note that certain handwriting may appear slightly faded on top of the lining, in comparison to the original document. The handwriting may also be slightly adjusted and resized in order to fit your chosen bag. 

Coloring: We recommend using black ink for best results. Bright colors will not come out in the printing process, therefore, if necessary, we will adjust the color of your scanned text to make it more visible on the item. 
✽ All items are made from the finest quality, genuine Italian leather. Please note that the color and texture of each specific item may vary slightly from its photo on the website, as we are dealing with natural raw materials.

 
Payment Options

Payment Policy

We accept all major credit cards.

Taxes

Fontem follows all applicable taxing regulations for the areas were we do business.

Each of the 50 US States has established state tax regulations. Taxes will be charged according to the shipping address of your order.

Currently, Sales Tax will only be applied to orders shipped to California, and will be added to the order total at checkout.

 
Production

All Fontém handbags are Hand-Crafted in USA, from Italian made leather, lining and metal accessories only.

Production Time
Please see production time for each specific style under 'product info'. Each item is specially handmade to order – we believe you’ll find it well worth the wait!
* Production begins after order has been finalized. If any changes are made after order has been submitted, production time will be counted from after finalization and confirmation of all changes. 

Modifications will be accepted only within 24 hours of from purchase.
** Order arrival time = production time + shipping time. See below for expected shipping times of various delivery options.

 
Shipping & Handling

Shipping Within The USA & Canada

We currently offer shipping inside the USA and to Canada only.

All items are shipped via Fedex or UPS shipping, to the address you provide upon checkout. 

Once your parcel has been dispatched, a unique tracking number will be sent to your nominated email address. 

For "Standard Shipping", deliveries can be expected to arrive within 1-5 business days from the time of shipment.​

 
Returns & Exchanges 

Sales of personalized items are final and cannot be exchanged or returned, as they have been made specifically for you. 
If for any reason, your purchase does not match your expectations, please contact us, and we will do our best to solve any dissatisfaction. 
Items that are not personalized may be returned within 10 days from time of receipt, unused and undamaged, for a full refund. Refunds will be issued after we receive the item and ensure that its condition is the same as when it left the Studio.

Fontem does not provide return shipping labels and shipping charges for returned item(s) are the client’s responsibility. We recommend shipping returned merchandise via FedEx or UPS for tracking purposes. Please be sure to request adequate insurance to cover the shipment.

Cancellation
Order cancellations are accepted within 24 hours and will be refunded within 5-7 business days.
Order cancellations after 24 hours will not be accepted.

 
Privacy

Collection of Your Personal Information

We recognize the importance of protecting the personal data of our customers for example identification data, financial information such as credit card numbers, personal information about you such as your name, contact details and records of your dealings with us.

We collect, hold, use and disclose personal information:

  • To process transactions and deliver products to you

  • To communicate with you

  • To assess applications for employment

  • To maintain our business records and to otherwise run our business

  • For purposes disclosed to you and to which you have consented

  • Or purposes that you would otherwise reasonably expect, and

  • For any other purposes required or permitted by law.

We make all reasonable efforts to ensure that your personal information is stored securely, both in electronic and physical form, and otherwise protect it from misuse, interference and loss caused by unauthorized access, modification or disclosure. We hold your personal information in both paper-based and electronic files. Our employees and agents are obliged to treat any personal information held by us confidentially.

Collection Of Website Usage Information

Your credit card details are completely safe. Your credit card number is transmitted by SSL directly to a secure, electronic vault. At no time is your credit card information stored on our servers.

Our website uses "Cookies", which are pieces of data that are stored on your computer or mobile device by the website and automatically collect some information that you do not provide directly. Use of a cookies does not provide us with information about you that can be used to identify you. Rather, they anonymously track usage of our website, so that we can enhance users' experience of our website. You may elect to reject cookies and still use our website, however in doing so, you may not be able to access certain pages.

We also use IP addresses to analyse trends, administer our website, track use movements on our website, and gather broad demographic data for aggregate use, which we may share with our partners and advertisers. We note that IP addresses are not linked to any information that could identify you.