Our Customer Experience team are always happy to assist. We are contactable via WhatsApp here or you can send an email to contact@gruzze.com

Please ensure you are checking all tracking details carefully. We also advise checking with your local post service as they will provide further updates for you.

Once your order has been fulfilled, you’ll receive a shipping confirmation email. You will then be able to track your order through the tracking link provided in the email. Your order can take 1-3 business days to be dispatched 

*Please note, tracking can take around 24 hours to update after dispatch 

We ship worldwide including: Australia, New Zealand, United States, Canada, the United Kingdom. Europe, Asia, Middle East, Japan as well as many other countries. 

Our shipping timeframes for majority of our international regions are: 

Tracked Standard Shipping (6-10 Business days)
EMS Express Tracked Shipping (2-4 Business days)

All orders will be dispatched from our warehouse within 1-3 business days.

*All shipping times exclude clearance/customs delays.

Yes! Your parcel will be delivered to the address provided at the time of purchase.
However, if you are not home at the time of delivery, or you have provided an incorrect address your parcel will be redirected to your local post office for collection.

If the parcel has been redirected to the post office, it is the customer’s responsibility to follow this up.
*Please note: UAE and Israel customers must collect their parcels from their local post office.

Please contact contact@gruzze.com or our WhatsApp team here as soon as possible. We can amend address details if your order hasn’t already been processed by our distribution team. If your order is undeliverable due to an insufficient or incomplete address our Customer Experience team will contact you to organise a re-delivery.  

Customs fees or taxes vary between individual countries. Additional taxes or customs fees may be applied at the port of entry at the recipient country.

If you are unsure about customs fees in your country, please contact your post office or customs office. We take every effort to ensure a quick and smooth delivery. However, we do not take responsibility for any delays and extra fees that may be applied via customs and duty offices in the receiving country.

It is the customer’s responsibility to cover any additional import duties, customs and taxes. Payment is necessary for your parcel to be delivered.

Customs charges aren’t affiliated with G R U Z Z E. If you do not pay your customs fees your order may be destroyed/abandoned and we are unable to provide a refund of your order.

We are offering a lifetime warranty to our customers to prove that we care to the environment and earth with our sustainable G R U Z Z E Leather Goods. If anything is wrong with your G R U Z Z E Leather Goods, please contact us at contact@gruzze.com or send us WhatsApp/ Live Chat. We will quickly and easily take care of your problem!

Please take a note: it is compulsory to send the pictures and details before you ship the item to us to repair. We will check with our workshop team either it can be repair or not for specifically. And you are compulsory to bare the shipping cost to us and when we send it back to you once the item is ready to ship back after repaired.

If you require a change to your order, please contact contact@gruzze.com or our WhatsApp team as soon as possible. You can request to change the size of your case or change your monogram preference. This is subject to availability and if you order hasn’t yet been processed. 

*Note: all changes aren’t guaranteed due to quick processing times. 

Unfortunately, we are not liable for changes to orders once they have been placed. We don’t guarantee change requests can be fulfilled and we are unable to replace items once they have been personalized. Please ensure all details are confirmed and correct before finalizing your purchase.

In the rare instance, you believe you have been sent the incorrect item please email photos of the front and back of your items to contact@gruzze.com

Please know G R U Z Z E is not liable for incorrectly ordered products. We are unable to replace these unless it is a fault made by our warehouse team.

In the rare instance your monogramming is incorrect please send through your order number and photos of the incorrect monogram to contact@gruzze.com

We do not currently have any discount codes. If we are to offer discounts please keep an eye out on our social media channels.

Maximum 4 characters with only English letters, numbers and the symbols: # . & and ♡

We currently only offer the “love heart” emoji.
Simply click the “heart” button when completing your monogram.

We offer full customization for our corporate customers. Please note minimum order quantities apply.

Please email your request to: contact@gruzze.comor Live Chat/ WhatsApp us.

Your initials will be monogrammed depending on the product of your choice: 

– Center of your G R U Z Z E Leather Goods
– Inner fold right corner of your G R U Z Z E Leather Goods
– Top Center of your G R U Z Z E Leather Goods
– Bottom Center of your G R U Z Z E Leather Goods

We perform quality checks on all of our products prior to dispatch and are confident that all orders are up to standard before being sent.

If you are dissatisfied with your product please contact our customer experience team on contact@gruzze.com advising us of the problems you are having. Please also include a photo of the front and back of your product and we will endeavor to resolve this as soon as we can.

Yes, you can cancel your order within 14 days of your purchase day. However, the amount that you paid will be deducted with the shipping cost to your country before we refund to you. But, if the item is not in dispatch yet, then we will refund your amount 100%.

Under no circumstances will monogrammed or customized products be accepted for return due to change of mind. We do not refund or exchange monogrammed or customized products unless the item is faulty as a result of manufacture.

In the rare instance your product is faulty or damaged please email contact@gruzze.com with your order number and photos of the damages occurring.

Items that are damaged as a result of normal wear and tear are not considered to be faulty.

We are a young company and are very focused on sustainable growth. In order to guarantee top class quality, we currently only produce small numbers of our backpacks. Therefore, it might be possible that your “favourite” of our products is sold out. If you write us at contact@gruzze.com we can let you know when it is back in stock.

Leather is a high quality natural product. Irregularities in colour and structure are part of the natural state of leather and are a typical sign of quality and authenticity. Your backpack is therefore genuinely unique! For this reason, your backpack may differ slightly from the product photos on our website. However, as part of our quality assurance process, we ensure that these deviations are only minimal.

We offer our bags in different sizes, so everyone can find the perfect fit. To make it easier to compare the sizes, we have created a size guide to help you in your decision to find the right bag for you.

We only uses naturally produced leather materials. Your backpack is therefore a natural product that will continue to develop its appeal over the course of its life-time.You find all information on how to take  care of your products best here.

We work with a growing network of retailers where you can find our products. Check our Store Locator to find a store near you. Of course you can also just order your favorite model online and send it back within 14 days (right of cancellation) without any issues, in case you don’t like something about it.

If you are having trouble with your payment, please ensure that you are using one of our accepted payment methods and that you have sufficient funds on your card.

We are currently accepting MasterCard, PayPal, Visa, and Bank Transfer.

No, we don’t accept this form of payment. All orders must be purchased through our website and paid full amount at the time of check out.

If you have received a discount voucher from us, you can redeem it in the shopping basket view. Enter your “discount code” in the correspondingly marked box and click on “Use Coupon”. Your shopping cart total will now be displayed taking this discount voucher into account.

Please note: Only one discount voucher can be redeemed per order. Different discount vouchers cannot be combined. Discount vouchers cannot be used to buy gift vouchers

If you have bought or received a gift voucher, you can redeem it in the shopping basket view.

Enter your “gift voucher code” in the correspondingly marked box and click on “Use Coupon”. Your shopping cart total will now be displayed taking this gift voucher into account.

Please note: If the gift voucher has a higher value than your basket, you can use the remaining amount for your next purchase. Gift vouchers cannot be redeemed for cash.

The gift voucher expires 365 days after purchase.

The expiry date is written on the received gift voucher via email. Right of cancellation of ordered gift vouchers is 14 days after delivery, only valid for non-redeemed gift vouchers.

No we don’t accept this form of payment. All orders must be purchased through our website and paid at the time of check out.

We use premium Full-Grain Leather.

As our products are all hand-made, every item is unique and there will be slight variations.

With any natural product, your leather goods do require care to ensure they will be admirable for times to come.

Avoid rubbing your G R U Z Z E Leather Goods against rough or sharp surfaces to minimize scratching. Avoid bringing your products into contact with dark articles of clothing that may impart color.

You will need to protect your G R U Z Z E Leather Goods from humidity and temperature extremes and avoid harsh chemicals or prolonged periods in direct sunlight. If you casing does get wet, gently pat dry immediately with a soft cloth.

If your G R U Z Z E Leather Goods appears to be marking simply use a damp cloth and wipe and dry immediately.

EMAIL US: contact@gruzze.com