Frequently Asked Questions
What does CONTACTS FAMILY make?
We create leather accessories designed around the things you use and keep every day — including watch cases, writing cases, desk and tech organizers, and travel-ready carry pieces.
Are your products handmade?
Our products are made with a hands-on approach to leatherwork, with attention to functional organization, construction, and everyday use.
Is every product made from the same leather?
No. Leather type, finish, lining, construction, and hardware can vary by product. Please refer to the specifications and images on the individual product page for the most accurate details.
Will the leather look exactly like the photos?
Leather is a natural material. Slight variations in grain, tone, natural marks, and surface character are normal and make each piece individual. Crazy horse leather in particular may develop light marks and colour variation through use.
How can I check whether an item will fit?
Please review the dimensions, capacity, and compatibility notes on the product page before ordering. For watches, measure the case diameter, wrist size, and strap thickness where relevant. For pens and tech accessories, check the stated maximum dimensions against your item.
Are the items shown in product photos included?
Unless expressly stated on the product page, watches, pens, devices, and other styling objects shown in product images are not included.
Can I personalize a product?
Customization is only available on products where a personalization or custom option is clearly shown on the product page. Custom-made or personalized items cannot be returned for a change of mind.
Can I change or cancel my order?
Contact us as soon as possible after placing your order. We will make reasonable efforts to help if the order has not entered processing or shipping, but changes or cancellations cannot be guaranteed once fulfilment has begun.
Do you offer worldwide shipping?
Yes. We offer complimentary worldwide shipping on all orders via DHL.
When will my order arrive?
Most orders are processed within 2 business days. DHL delivery typically takes 5–10 business days after dispatch, depending on the destination. Tracking details are provided once your order ships.
Are duties and taxes included?
Yes. CONTACTS FAMILY covers applicable duties and taxes for your order.
What is your return policy?
You may request a return within 30 days of receiving your order, provided the item is unused, unworn, undamaged, and returned in its original condition with proof of purchase. View the full Return Policy.
How do I start a return?
Email contactsfamily168@gmail.com before sending anything back. Include your order number, the item you wish to return, the reason for the return, and photos or videos if the item is damaged, defective, or incorrect.
Who pays for return shipping?
For change-of-mind returns, the customer is responsible for return shipping costs. If an item is defective, damaged in transit, or different from what was ordered, we will cover reasonable return shipping costs or offer another appropriate remedy.
Can I exchange an item?
We do not offer direct exchanges. Please return the original item in accordance with our Return Policy and place a new order for the item you prefer.
When will I receive my refund?
After we receive and inspect your return, approved refunds are issued to the original payment method within 5–10 business days. Your bank or payment provider may take additional time to display the refund.
Is there a warranty?
Every CONTACTS FAMILY product includes a one-year warranty against manufacturing defects. It does not cover normal leather ageing, natural changes in colour or surface character, accidental damage, misuse, or damage caused by improper care.
How should I care for my leather item?
Keep leather away from prolonged moisture, direct heat, and harsh chemicals. Wipe gently with a soft, dry cloth and store the item in a cool, dry place. Use only a leather-care product suitable for the specific leather finish, and test it first in an inconspicuous area.