Customer Service

First, we want to thank you for your interest in Collected Works Co. and its products.  As a company, our first priority is establishing a long term and positive relationship with our customers.  We want to make the experience of learning about, purchasing and owning our products as simple, direct and hassle free as possible.  To that end, below please find information regarding our customer care.  If you have a question which we do not answer below, please feel free to contact us directly.

Contact:

We welcome you to contact us with any questions, comments or concerns you might have regarding our products or your order at contact@collectedworksco.com.  You can also reach us at our mailing address at 5268 N. Yale St., Portland, OR 97203 or by phone at (503) 560-5961 (Jacob Hinmon) or (206) 788-6066 (Patrick Vail).

Shipping Policy:

We use USPS Priority Mail to ship domestically.  For international orders, we use FedEx Express and USPS Priority International (Insured).

You will receive a tracking number by email when we ship your order.

The customer will be responsible for any: (a) customs fees; (b) charges for rejected packages; and/or (c) exchanges or returns.

Shipping/Handling Rates:

We calculate our shipping and handling rates based on the weight of the item shipped and your location.  Prior to completing checkout, you will be shown the amount of that shipping rate.

Timing of Shipping:

The timing of shipping varies slightly based on stock availability.  Generally, due to our production schedule, we expect to ship within approximately 2-3 weeks of the order.  We will send you a confirmation by email once the item has been shipped.  If you have any questions regarding either timing or expediting shipping for an order, please contact us directly.

Return/Exchange Policy:

We will be happy to accept exchanges for store credit for any unused, undamaged and unaltered item with original tags.  Any such exchanges must be received within 30 days of when we shipped that item.  Unfortunately, due to the made-to-order nature of our products, we cannot offer refunds.  The customer assumes responsibility for packages lost or damaged during shipping.  If you wish to exchange an item, please contact us at contact@collectedworksco.com.

Warranty/Repairs:

We stand behind the quality of our products and offer a lifetime warranty against defects in our craftsmanship and materials or damage due to wear and tear.  If you receive a damaged or defective item from us or if you notice a defect in craftsmanship or materials later, we will work with you to repair or replace the item.  The customer assumes responsibility for any damage to the item due to misuse.

Care of Waxed Canvas Products:

One of our favorite aspects of our waxed canvas products is the unique patina and wear marks that will develop with use over time.  You should spot clean your canvas items with a damp rag or cloth.  Do not put them in your washing machine or dryer, as it causes damage to wax wear products.  You can reapply wax, as needed, using Otter Wax or a similar product.  If you have questions about care, please feel free to contact us directly.

Care of Leather Products:

We use natural Horween Chromexcel leather for a variety of our products.  We selected that leather in part because it wears beautifully and each piece will develop a unique character with use over time.  To clean the leather, we recommend simply rubbing and burnishing it with a soft cloth, which will help take out small scuffs and bring out its shine.

Privacy:

We value your privacy.  We only obtain private information from you directly and do not collect that information without your knowledge.  We will not share, sell, transfer, and/or give your private information with any third party, except as necessary to process payments for orders and/or shipping of those orders.  If you would like to receive updates regarding our products and specials, please sign up for our Newsletter.

Press:

For press inquiries, please contact Patrick Vail at patrick@collectedworksco.com or by phone at (206) 788-6066 (Patrick Vail).

Wholesale/Retail:

For wholesale or retail inquiries, please contact Jacob Hinmon at jacob@collectedworksco.com or by phone at (503) 560-5961.

Terms & Conditions:

Collected Works Co. is a trade name of Collected Works, LLC.  All site content. logos and/or products are trademark/copyright of Collected Works, LLC and may not be reproduced in any manner without the express written consent of that LLC.