Just shoot us an email to hello@jacquesilbert.com and tell us what you want to change and we will do our best to accommodate your needs.

As soon as you place an order successfully, you will receive an order confirmation email. If you can’t find it, please check your spam folder.

Our artisans receive your specifications within 24 hours of the moment you place the order. They start crafting your orders as soon as they can and once they finish we ship them to you. 

We estimate that we need 4 weeks to deliver your products right to you.

Jacques Silbert is committed to delivering the best experience to its customers. 

Therefore, we will gladly answer any questions you may have within 24-48 hours. 

You can contact us via this form or directly via e-mail at: support@jacquesilbert.com

Or through our Facebook page by clicking here. 

All our products are custom made for your, so as far as there is not a production problem we will not accept returns.

If the back presents any production problem we take full responsibility and will send you instructions on how return your backpack. 

Once we received the backpack we will issue the refund which will take 5 - 7 days to arrive to your account.

Yes, we offer a 2 year international warranty on our products.

You will notice that if you scratch the leather, marks can easily be removed by simply rubbing over the scratch with your finger or a cloth. If you have a deeper scratch we recommend you to apply colour neutral conditioner

Yes, as long as the weight specifications of the particular airline are respected (usually 6-10 kg). Please make sure to check again with the particular airline you are flying with.  

Our bags are being handcrafted by talented local artisans in Ancient Town of Hoi An which is very well known for the skilled artisans who spend their lives crafting beautiful leather products.

In the ocassion that something in your bag brakes you will need to contact our customer support by e-mail at support@jacquesilbert.com and we will be able to assist you.

We ship internationally directly from Vietnam where our products are being made. Shipping times varies between countries but we are commited to deliver our products within 4 weeks of the moment of the order.

In most cases there is no issue at all and you will not incur any additional fees. However, the following needs to be read and understood before ordering from our website.

When ordering from jacquesilbert.com, you are responsible for ensuring the product can be lawfully imported to the destination country. The recipient is the importer of record and must comply with all laws and regulations of the country that he is trying to import the product to.

Orders are, unless otherwise specified, marked as gifts when shipped. This measurement aims to avoid unnecessary customs & duties payments at the country of destination. Nevertheless, it may occur that products may be still subjected to import taxes, customs duties and fees levied by the destination country. In these cases the post will only deliver the product once the recipient has paid the amount due. Unfortunately, we do not have control over this but can only inform you here.

In case additional charges apply upon reception and you choose to not pay, Jacques Silbert reserves the right to not refund at all or partially shipping fees, return fees, taxes or the entire product costs.

We use different shipping companies and we will provide you with the tracking code via e-mail with the instructions on how to track your shipment.

If more than 4 weeks have gone by and your order have not arrived please send us an e-mail to support@jacquesilbert.

As far as we have not shipped your order yet that will not be a problem. 

Yes. Undandy understands that the safety of personal information is extremely important. We use a wide array of electronic security measures and devices to protect your personal data and credit card information from unauthorised access.

We use the secure 128-Bit-SSL encryption standard for all orders, which guarantees you a worry-free shopping experience.

Our card payments are processed with Stripe payments which is the industry leading payment gateway.

We offer the following payment options:

American Express

Master Card

Visa

Paypal

If you have problems with a specific payment provider please contact us on suppor@jacquesilbert.com, we will investigate the problem and fix it within 24 hours. If there is a technical issue from our end we will reward your patience with a discount code :-)

Our store and default currency is the Euro and we can process any international cards. You will be billed in Euros and then your bank will make the exchange to your local currency.

In order to meet high quality expectations on the durability and natural aspect of our products, we have chosen to work with cow and buffalo leather. This allows our products to be resilient and soft at the same time. Moreover, the leather that we use is of the highest quality, Full or top grain - meaning that. With an average thickness of 1.8mm, it is twice as thick as the leather used in conventional leather bags and thus more robust and natural in its essence. In order to ensure a beautiful surface, without any unnatural changes in the structure, we select our raw material carefully and use healthy cowhide.

Our site uses 3D representations of the textures we use in reality. We tried to make it as realistic as possible but due to the nature of the leather being a natural material, imperfections or differences are part of its beauty.

This means that your products designed on our web will be as close as possible to the ones in reality but there is always going to be a slight difference.

Your bag will have developed a unique patina and the leather might appear to feel a bit rougher. Most of our customers like exactly that feel, but if you want to give your bag a cleaner feel you can nourish your leather bag with all kinds of leather care products.

If you have doubts on how to take care of your product please send us an e-mail to support@jacquesilbert.com and we will carefully explain

Your new leather bag does not require any particular care initially as it will be protected by the waxed finishing applied in our tannery. Anyways, if you want to give your bag a cleaner feel and protect it from future scratches you can nourish your leather bag with colour neutral and all natural beeswax.

No, our products are not waterproof and we do not recommend to expose them to big quantities of water. 

Nevertheless, all our leather hides are waxed in our tanneries to become water repellent which means that a few drops of water or a light rain wont harm them.