Shipping and Returns Information

Shipping Times & Costs

All orders are primarily shipped with DHL Express service and are usually dispatched on the same or next working day after purchase, ensuring fast and reliable delivery. Shipping is complimentary on all orders over £100.

The United Kingdom orders typically arrive within 1 working day after dispatch. If you are purchasing a pre-order item, please review the shipping date displayed on the product page before placing your order. In the rare event a delay occurs due to our shipping partners, Von Baer is not responsible for these delays.

Shipping Insurance & Protection

All orders are insured, ensuring that in the event of loss or damage during shipment, Von Baer will arrange for a replacement to be sent to you. If your package arrives damaged, please report it within 48 hours of delivery.

Duties and Taxes Information

All relevant duties and taxes are included in the displayed price, with no additional charges upon delivery for customers in the United Kingdom. If you live outside the United Kingdom, you may be required to pay import duties and taxes once your order arrives in your country. As these charges are subject to local customs policies, it is your responsibility to check and understand them. We advise consulting your local customs office or conducting your own research to ascertain these potential costs before placing your order.

Order Processing & Packaging Standards

Each Von Baer order enters our internal workflow shortly after payment is confirmed. Orders are generally processed in the order they are received and are subject to a multi-stage verification that includes order detail review, personalisation checks (if applicable), and dispatch preparation. We prioritise both speed and accuracy to ensure that products are dispatched efficiently, without compromising quality.

Packaging is an essential part of both product protection and presentation. Unlike many online retailers, we use extra-thick boxes to ensure your valuable items are as well-protected as possible. Most items are sent in custom five-layer corrugated cardboard cartons, which provide structural rigidity and high resistance to pressure, impacts, and moisture during transit. Where necessary, we add additional protective materials such as bubble wrap and air cushions, depending on the nature of the item. This ensures that both the product and its accessories arrive in excellent condition.

Product Handling & Inspection

Unlike many online retailers, we do not outsource our handling process — it is performed in-house to maintain consistency and control. Each item is carefully prepared for dispatch by trained staff to reduce the risk of damage during transit and to uphold Von Baer's quality standards. Every product is individually handled and undergoes a visual inspection. Personalised items receive an additional layer of scrutiny to ensure that customisation is completed exactly as requested.

Order Tracking Information

Once your order has been packed and prepared for dispatch, tracking details will be assigned and sent to the email address you provided at checkout. While tracking numbers are usually activated shortly after handover to the courier, there may be a short delay before movement appears in the system. You will be able to follow your parcel in real time via the courier’s platform using the provided link. The tracking link will include key delivery stages such as dispatch, transit, and final delivery.

Product Availability

Certain items on our website may be marked as sold out, which in most cases means they are temporarily unavailable and currently in production. In such cases, we provide an estimated restock date, which reflects our best forecast based on production timelines. Please note that these dates are estimates only, and may shift due to supply chain or production-related factors. These estimates are reviewed regularly and updated where necessary.

If a product variant is sold out but still part of the current collection, you can click on it directly on the product page. An email field will appear — enter your email address and click the “Notify Me When Available” button. You will receive an email notification from us as soon as the item is restocked and ready for purchase.

Materials & Craftsmanship

At Von Baer, we take pride in the artisanal quality of our products. Each item is crafted from premium materials, such as full-grain leather and signature hardware. Due to the inherent characteristics of these materials, slight variations in texture, colour, or grain may occur. These natural markings are not imperfections but rather unique traits that attest to the authenticity and individuality of each piece.

Our commitment to craftsmanship ensures that every product not only meets our high standards but also offers a distinct and personal touch to our clients.

Multiple Item Orders

If your order includes multiple items and we determine that separate consignments are necessary to ensure safe delivery, we may divide your order into multiple parcels. In such cases, our customer service team will contact you with tracking information for each shipment and remain available to assist with any logistical questions.

This approach allows us to maintain the integrity of each item during transit and ensures that your order reaches you in optimal condition.

Delivery Responsibility

Once your order is delivered to the specified address and a signature is obtained, our obligation is fulfilled. If someone other than the purchaser (e.g., family member, roommate, colleague, receptionist) signs for and accepts the package at the provided address, the delivery is considered complete, and Von Baer is not liable for any claims of non-receipt.

Shipping insurance & protection applies only to loss or damage that occurs during transit and does not cover issues after a package has been successfully delivered. If your package arrives damaged, please report it within 48 hours of delivery so we can assist you in resolving the issue in accordance with the insurance policy stated above.

If a delivery is made to an incorrect address due to an error by the shipping carrier, it is subject to the shipping insurance policy stated above. However, if the incorrect address was provided by the customer at checkout, Von Baer cannot take responsibility for lost or misdelivered packages.

Order Cancellation and Amending

Due to our streamlined workflow, we are unable to cancel or amend orders once they have been placed. Personalisation details and item quantities also cannot be modified after purchase. Personalisation must be selected at the time of purchase, as our workflow begins immediately and does not allow for later modifications or returns for post-purchase personalisation.

Important Information About Delivery Dates

• The estimated delivery dates displayed on our website are based on real experiences with our shipping providers and are intended as accurate as possible. However, these dates are estimates and not guarantees. Shipping delays and other factors beyond Von Baer’s control may occasionally result in delivery times exceeding the estimated window.
• Deliveries do not occur on weekends or national holidays, so please account for this when placing your order.
• If your order includes personalisation, please note that the "allow 1 additional working day for personalisation" refers to a day that can be added to the latest estimated delivery date displayed on the product page. For example, if the delivery estimate is December 27–30, an order with engraving can arrive by December 31 or the next working day thereafter. While this additional day is not always required, it must still be taken into account.

Returns

To return an item, the return request must be sent to Von Baer within 14 days from the date of delivery. Please note the return address specified below. After receiving return confirmation from Von Baer, the item must be shipped back within 7 days from the date of confirmation. Failure to do so will result in the return being declined, and any items shipped after this timeframe will not be refunded.

Items must be returned unused, undamaged, and in perfect condition, complete with the original product and shipping packaging. When returning a bag, please ensure the original stuffing, including air pillows, is placed back inside to prevent damage during transit. Additionally, all included accessories that are part of the product, such as shoulder straps, luggage tags, money clips, and other components, must be placed in the same positions as they were originally shipped. Returns that arrive damaged due to improper packaging will not be eligible for a refund. Each item must be returned individually to ensure proper protection and maintain the condition of the product; combining multiple items into one package is not permitted, as it may compromise both the safety and appearance of the products, potentially causing permanent damage.

We recommend using our prepaid courier service return label, but please note that this service is available only if the item is returned in its original shipping box and packaging. If you use our prepaid label, a return shipping fee of 10% of the original cost of the returned items will be deducted from your refund, subject to a minimum fee of $50. This fee covers the costs associated with the return process, including shipping insurance, handling, inspection, reimporting, and restocking of items.

If the original shipping box is no longer available, you will need to arrange the return using a courier service of your choice, ensuring that a 5-ply (five layers) carton box is used to prevent damage during transit. If these conditions are not met, the return will not be accepted, and the item will not be eligible for a refund. This ensures that all returned products are in a condition suitable for resale.

If you choose to return an item using your own courier, please use a tracked and insured shipping service and keep your proof of postage. While this is an option, it does not offer the same security as our prepaid service. We cannot be held responsible for parcels lost or damaged in transit, and such returns will not be eligible for a refund.

After receiving return confirmation from Von Baer, the return must be shipped back within 7 days from the date of confirmation. Failure to do so will result in the return being declined, and any items shipped after this timeframe will not be refunded. Please ensure timely shipment to avoid losing eligibility for a refund. This ensures that the return process is completed in a timely manner, allowing us to process your refund promptly and maintain the quality of our products.

Returns Due to Client Inaction

If an item is returned to Von Baer due to the client’s inaction — such as failing to accept delivery or refusing to pay applicable import fees — a refund will only be issued once the item is safely received and inspected. In such cases, a non-refundable fee equal to 20% of the order value will be deducted. This covers costs directly resulting from the return, including outbound shipping, insurance, handling, reimporting, and restocking.

Ineligible Returns

Returns sent without prior approval will not be processed and will not be eligible for a refund. Unauthorized returns cannot be matched to an order and may be treated as abandoned. As a result, such items will be automatically disposed of and cannot be returned to the sender. In rare cases, if the item has not yet been disposed of, it may be offered back to the customer upon request, with return shipping costs amounting to at least 10% of the original cost of the returned items, subject to a minimum fee of $50.

Items returned in unacceptable condition are not eligible for a refund. We will notify you, and a return shipping fee of 10%, subject to a minimum fee of $50, will apply if you’d like the item shipped back. If we don’t receive a response within 14 days, the item will be responsibly disposed of.

Personalised and Custom-Made Products

Due to the permanent nature of item personalization, we are unable to issue refunds for personalized or custom-made items, including products tailored to your specifications (such as the Classic and Premier belts) or items with customized components — such as luggage tags, straps, or clasps — which form an inseparable part of the complete item. Once any part of a product has been personalized, the entire item becomes non-returnable. Please ensure all personalization and customization details are correct before placing your order.

Damaged or Defective Items

If any item arrives damaged or defective, please report it within 48 hours of delivery. We will arrange for a replacement. When returning such items, please ensure that the original product packaging, the original shipping packaging in which the product was delivered, and any stuffing (e.g., air pillows inside bags) are used to prevent damage during transit. If the specified original packaging is not used and the product is damaged during transit as a result, we reserve the right to decline a replacement. If a replacement is declined, the item will not be eligible for further claims, and the customer will be responsible for any costs associated with returning the item back to them.

Refund Processing Time

After receiving and inspecting the returned items, refunds are typically processed within 10 business days and issued in the form of store credit. Please note that the time it takes for the refund to appear in your account may vary depending on your bank’s policies and the method of payment used. International customs duties and sales taxes are not refunded for shipments outside the European Community (EU).

Initiate a Return

Currently, all items are shipped from our headquarters in Tallinn, Estonia.

Contact us at service@vonbaer.com to initiate your return. Please include your order number in the message.

Please note that our return address is:

Von Baer Ltd.
Tala 2
Tallinn, Estonia 11415

Warranty

Von Baer products are made to the highest specifications and are designed to provide our clients with enjoyment over many years. Our products are expected to perform flawlessly under normal use, and the likelihood of encountering faults or malfunctions is quite low. In the rare event that defects do occur, they are most likely to appear within the first few months of use. To address this, we offer a comprehensive warranty against manufacturing faults.

For further information on our warranty policy, we kindly invite you to visit our warranty page: /pages/warranty