FAQs and POLICIES

SHOP
Why does everything say "Sold out" on the Shop page?
North Moor has been so lucky to have such a loyal and supportive group of clients that typically as soon as stock is listed, it is sold. We try to list as often as possible and hope to be able to add more stock on a regular basis. Over time this will change as we grow and add additional members to the team.

How often are In-Stock Events held?
There is no set amount of time between in-stock events at this time but North Moor aims to do as many as are feasible while also holding Collectives, Hide Shares and Custom drops.

Where can I connect with other clients to discuss the leathers, designs and to join or start Collectives and Buy,Sell and Trade North Moor Bags?
On Facebook, the group North Moor Insiders BST & Chat is a great place to post pictures, learn about leathers, purchase pre-owned North Moor bags, and design Collectives.

CARE
How should I protect my North Moor bag?
Carbon Pro is a very good leather protector that has been shown not to alter the color or surface of the leather. For cleaning and conditioning, Bick 4 works very well. Do not use Bick 4 on suede without testing on an inconspicuous spot first. For oiled leathers, Mink oil is our go-to. Lastly, if you would like to darken a lighter leather such as Camel, you can use Lexol leather oil. Please read labels first and test in an inconspicuous spot prior to covering the bag.

CUSTOMS
How many Custom spots are generally offered?
Typically 5-10 Custom spots are offered each month. Some months we substitute a Stocking Event in lieu of adding more custom spots.

Why does it seem like customs spots are so limited?
There is currently only one person fulfilling all the roles at North Moor. This includes all design communication, custom sewing, purchasing, coordination of materials, tracking sales, invoicing and follow up, dropping materials off, picking bags up, packing, and shipping. The result is that time for sewing customs is limited. Hopefully, in time, North Moor will evolve and include some help in certain areas in order to broaden the custom scope.

Due to this limitation: PLEASE allow three months between your last custom purchase and your next. This will allow more people to have a chance at customizing a bag.

How long does it take for a Custom order to be made?
The timing depends on the number of Custom orders and Custom Collectives that are currently being processed. An average amount of time for completion is likely 8-12 weeks at the outside.

SHIPPING
How soon will my orders ship?
There are MANY moving parts being handled by one person at North Moor. When a Collective is listed as "done" and photos are posted, or similarly with Customs or In Stock events, it means that potentially several steps still need to happen before shipment. Leather pulls to be added, key leashes, d rings... invoicing, packing, labeling and notifications sent. Please be patient and know that your bag will be on it's way to you as soon as possible. It could be a week after photos have been posted, depending on the size of the order and what additions need to be added.

Why did I get a notification with a tracking number and it hasn't been scanned at the Post Office yet?
Often several shipments will be coordinated together and brought in bulk to a Post Office bulk delivery location. This coordination is strategic to make best use of time and resources. Please understand that there is currently only one person fulfilling every single role at North Moor and time is precious.

Does North Moor do combining shipping? If you would like North Moor to hold and combine shipping with another order, please reach out and make this known.

What happens in the case of lost or undelivered shipped bags? North Moor will insure the packages for full amount of the contents and will follow up on any lost or undelivered bags. International orders will be charged the actual shipping and may incur Customs or VAT fees.

POLICIES
What is your warranty policy?
The goal is for North Moor Customers to be very happy with their purchase. North Moor will repair stitching or rivets etc for up to a year after purchase as long as you are the original owner and we have some way to refer to the original invoice. Sometimes leathers don’t behave the way they were expected and in those rare occasions North Moor will offer refunds on a case by case basis. The client will ship the bag to North Moor, and NM will cover the shipping cost for the return of the item to the client. For repairs outside of one year, the repair will incur a nominal charge based on the complexity of the task. The client will cover both shipping charges.

What is your return policy?
In stock bags in new and unused condition may be returned for a refund for the bag less all applicable shipping charges within 7 days. Semi custom, limited styles, promotional or sale bags may be returned within 7 days for credit only. Please contact me for return authorization. Custom orders are non-returnable. Bags with leather aberrations should be discussed within 7 days of receipt and depend on the situation, though most leathers have disclaimers so please read them carefully before ordering. All rivets, screws and stitching can be repaired upon request.

**On leathers that are described as distressed or destroyed, PLEASE read the description of the leather VERY carefully on the website under THE LEATHERS If you have further questions about the types of outcomes from the leather, PLEASE ask before ordering. This includes for Collectives. With distressed and especially destroyed leathers, each bag may have a different representation of the leather, most hides have a lot of variation and disappointment with the iteration of your distressed hide will not warrant a return.

What are the Collective Policies
A bag ordered from a Collective is considered a Custom and is not returnable if all details are correct as ordered. If you are unsatisfied for some reason, please contact North Moor and if there is something we can do to make it right we will do our best.

If North Moor makes a mistake on your Collective, you will be offered the option to keep with an additional 10% off your final price OR you may send the bag back at North Moor’s expense and have it recreated (if the materials are available). If the materials are not available, you will be refunded for the full amount of the bag plus your shipping fees.

If the Collective Leader makes a mistake on the order form, and the bag is created using that order form, the leader is ultimately responsible for the resulting bags. In most cases, the members may decisde to keep the resulting bags, OR together they can resell the bags that were made and remake the Collective with the correct details. North Moor is not responsible for mistakes made by the Collective leader or for misunderstandings among the leaders and members of a collective.