Our Story
Craftsmanship & Material
Are your products handcrafted?
Yes. At Emmaus Experience, each piece is handcrafted with intention and care. While slight differences in stitching, edge finishing, and dimensions are part of the handcrafted process, we are committed to excellence and strive for consistency.
Why does my leather piece look slightly different from the photos?
At Emmaus Experience, each piece is thoughtfully handcrafted using authentic leather. Natural variations in grain, texture, markings, wrinkles, and subtle colour differences are unique characteristics of the material that make no two pieces exactly alike. These are not imperfections, but part of the beauty and authenticity of natural leather.
Will the leather change over time?
Yes. Over time, authentic leather will naturally develop a rich patina through use, gradually becoming softer and more distinctive. This ageing process signals the quality of the leather and reflects the unique journey of each piece.
Product Care
How should I care for my leather piece?
To ensure the longevity of your leather piece, avoid prolonged exposure to direct sunlight and excessive heat. When not in use, store it in a cool, dry place, or the dust bag provided.
What should I do if the leather gets wet?
If the leather becomes wet, gently wipe away moisture with a soft cloth and allow it to air dry at room temperature. As excessive heat may damage the leather, avoid using direct heat, such as hairdryers or heaters.
Orders & Returns
Do you accept returns or exchanges?
As each piece is individually handcrafted, all sales are final.
We do not accept returns, exchanges or offer refunds for:
- Change of mind.
- Incorrect purchases.
- Natural characteristics of authentic leather, including variations in grain, texture, natural markings, wrinkles, or subtle colour differences.
- Minor differences in stitching, edge finishing, or dimensions resulting from the handcrafted process.
- The natural ageing and development of a patina over time.
- Scratches, scuffs, or other signs of wear that occur after the item has been used.
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of receiving your order and we will gladly assist.
Can I cancel or amend my order?
As your order is prepared promptly to ensure timely dispatch, we are not able to accommodate requests to cancel after an order has been submitted, or amend once we begin preparing it for fulfilment. If you need to make a change, please contact us as soon as possible and we will do our best to help.
Shipping & Delivery
Where do you ship?
We currently ship within Singapore only. While international shipping is not available at this time, we look forward to serving customers around the world in the future.
How much does shipping cost?
We offer the following shipping options within Singapore:
- Tracked Letterbox Delivery: $3
- Tracked Doorstep Delivery: $5
- Complimentary Tracked Doorstep Delivery: Available for orders of $100 and above.
How long will it take to receive my order?
As your order is carefully prepared before it leaves our workshop, please allow 2-3 business days for processing, followed by an estimated 3-5 business days for delivery within Singapore.
Contact
I have other questions.
We are always here for you. Should you have other questions before or after your purchase, please reach out to us at embrace@emmausexperience.co.