Frequently Asked Questions
Find answers to common questions about Portland Leather Goods, our products, and your order.
Need more help? Visit our Contact Page.
Orders & Shipping
Due to our very streamlined fulfillment process, we do not have the capacity to offer gift notes, gift packaging, or wrapping services as an option for online orders.
Speed through checkout using Shop Pay, PayPal, Google Pay, Apple Pay, Amazon Pay, or Venmo — they autofill your details and make checkout faster. Just apply your discounts and rewards first!
Yes – simply select "A Bit Fast with Confirmation" at check out. Our "A Bit Faster with Confirmation" orders will ship via "A Bit Faster", with a signature required on delivery.
Carriers occasionally update the expected arrival date of your order. This can happen for a variety of reasons, including holiday volume, weather, transit delays, missed scan updates, or a change in carrier for final delivery.
Rest assured — your order is still on its way! If your tracking hasn’t updated or your package has been delayed for more than a week, please reach out to our Customer Experience team and we’ll be happy to help.
Rest assured — your order is still on its way! If your tracking hasn’t updated or your package has been delayed for more than a week, please reach out to our Customer Experience team and we’ll be happy to help.
Need to update your address? Contact our Customer Experience team before your order ships — we’ll make every effort to help!
Sometimes carriers take a bit longer than expected due to transit delays. We know it can be stressful to see a package pause in tracking! In most cases, even with delays, customers still receive their orders within the delivery timeline listed on our Shipping page.
If your order has passed the delivery window, please reach out to our Customer Experience team at support@portlandleathergoods.com with your order number, and we’ll be happy to help.
If your order has passed the delivery window, please reach out to our Customer Experience team at support@portlandleathergoods.com with your order number, and we’ll be happy to help.
As a general rule, please allow 1-4 business days for the preparation of your order, and up to an additional 1-5 days in transit for 'Best Rate' shipping, or 1-4 days in transit for 'A Bit Faster' shipping.
On average, most orders will arrive within a week of being placed online, but can take up to 12-14 days depending on the selected shipping method. Additionally, delivery times are usually extended around the holidays as all carriers deal with a sharp influx of packages. We appreciate your patience!
On average, most orders will arrive within a week of being placed online, but can take up to 12-14 days depending on the selected shipping method. Additionally, delivery times are usually extended around the holidays as all carriers deal with a sharp influx of packages. We appreciate your patience!
Our packages do not come with any pricing information, so you can ship orders directly to a gift recipient without revealing the cost.
Returns & Warranty
Refunds issued as Merchandise Credit will be sent as a digital code to your email as soon as your return package is scanned “In Transit”.
For refunds to your original payment method, you’ll receive an email confirmation as soon as your return is received and processed at our warehouse.
If your original purchase was split between a Gift Card and a credit/debit card, the refund will be applied to the original Gift Card first, and any remaining balance will be refunded to your credit/debit card.
Refunds are processed quickly on our end, but depending on your bank or card provider, it may take a little additional time for the funds to appear in your account.
For refunds to your original payment method, you’ll receive an email confirmation as soon as your return is received and processed at our warehouse.
If your original purchase was split between a Gift Card and a credit/debit card, the refund will be applied to the original Gift Card first, and any remaining balance will be refunded to your credit/debit card.
Refunds are processed quickly on our end, but depending on your bank or card provider, it may take a little additional time for the funds to appear in your account.
Because we locate returned items based on the generated labels, which are specific to each order, we do ask that you return separate orders in separate boxes. This will ensure that you receive your refund in as timely a manner as possible, without requiring manual intervention from our customer service team.
We do not charge a restocking fee.
For orders under $300 (without Package Protection), a flat return shipping charge will be deducted from your refund:
Under 1 lb → $6.95
1+ lb → $14.95
For orders of $300 or more, return shipping costs vary based on the size and weight of the package.
Orders placed with Package Protection & Free Returns include a complimentary return label, a full product refund, and the option for convenient home pickup (pickup cost may apply).
Please note that original shipping and package protection costs are non-refundable.
For complete details, please visit our Returns & Exchanges policy page.
For orders under $300 (without Package Protection), a flat return shipping charge will be deducted from your refund:
Under 1 lb → $6.95
1+ lb → $14.95
For orders of $300 or more, return shipping costs vary based on the size and weight of the package.
Orders placed with Package Protection & Free Returns include a complimentary return label, a full product refund, and the option for convenient home pickup (pickup cost may apply).
Please note that original shipping and package protection costs are non-refundable.
For complete details, please visit our Returns & Exchanges policy page.
There is currently no way for customers to change the refund method on their own once the return has been submitted. Please reach out to our Customer Experience team for further assistance with changing your refund method by emailing us at support@portlandleathergoods.com!
Source: support@portlandleathergoods.com
To start a return, go to our online Returns Portal here: https://exchanges.portlandleathergoods.com/
In order to return an item, we ask that you submit your request within 30 days of delivery (this window is extended around holidays). To be eligible for a return, your item must be unused and in new condition. Bags should be returned as they were shipped, with tissue stuffed inside and handles carefully folded to avoid any damage. There are certain situations where only partial refunds may be granted (if applicable), such as an item not in its original condition, being damaged, or missing parts for reasons not due to our error.
We reserve the right to refuse returns that do not meet these criteria. If you received an incorrect or damaged item, please reach out to us at support@portlandleathergoods.com.
In order to return an item, we ask that you submit your request within 30 days of delivery (this window is extended around holidays). To be eligible for a return, your item must be unused and in new condition. Bags should be returned as they were shipped, with tissue stuffed inside and handles carefully folded to avoid any damage. There are certain situations where only partial refunds may be granted (if applicable), such as an item not in its original condition, being damaged, or missing parts for reasons not due to our error.
We reserve the right to refuse returns that do not meet these criteria. If you received an incorrect or damaged item, please reach out to us at support@portlandleathergoods.com.
Yes. Portland Leather Goods leather goods are covered by a lifetime guarantee against manufacturing defects. If you believe your item has a defect, email support@portlandleathergoods.com with photos and your proof of purchase (order number or confirmation email).
Yes! All online orders - with the exception of products labeled as Final Sale, $0 items, and orders received via exchange - can be exchanged through our Returns Portal within 30 days of delivery. All you need is your email or zip code, and your order or tracking number, to get started!
Note: Exchange orders cannot be edited.
Note: Exchange orders cannot be edited.
Absolutely! For the return of online orders to one of our retail store locations, we just ask that you have your order number handy, that the item is in unused condition, and that the item is returned in a timely manner!
Product & Leather Info
In rare cases, brand-new leather can experience slight color transfer, a process sometimes called “crocking.” Because leather is a natural material, each hide can vary slightly, and it’s difficult to predict when this might occur.
If you notice color transfer, we recommend gently wiping the leather with a clean, dry cloth to remove any excess surface dye before regular use.
If the issue continues, please reach out to our Customer Experience team — we’re happy to help.
If you notice color transfer, we recommend gently wiping the leather with a clean, dry cloth to remove any excess surface dye before regular use.
If the issue continues, please reach out to our Customer Experience team — we’re happy to help.
Each of our leather colors is tanned using a unique formula, so variations in scent are normal – some colors have a stronger smell than others! Sometimes products can arrive with a stronger-than-usual odor depending on how recently the hide was tanned. Our leather moves from the tannery, through production, and to your doorstep quite quickly – sometimes in less than four weeks!
In most cases, smells decrease significantly over the course of a few days to weeks, especially if stored in a well-ventilated area. To speed along this process we typically recommend placing a cedar or charcoal sachet inside the item.
If you are still having trouble with your new leather not smelling quite as you hoped after airing it out for several days, don’t hesitate to reach out to our team for help!
In most cases, smells decrease significantly over the course of a few days to weeks, especially if stored in a well-ventilated area. To speed along this process we typically recommend placing a cedar or charcoal sachet inside the item.
If you are still having trouble with your new leather not smelling quite as you hoped after airing it out for several days, don’t hesitate to reach out to our team for help!
A mark on your item could be one of many things: it could be a light scratch, as these are common with new leather and sometimes even occur in transit. If you think your item arrived with a scratch, please check out our Total Leather Care Guide for more information!
However, if this mark looks like it’s part of the leather or maybe even resembles a pen mark, it’s most likely a character mark! At Portland Leather, we use only the highest quality full-grain leather for all our items, which means we refrain from sanding down natural markings to keep the entire grain of the hide intact – this maintains the strong fibers within the hide and contributes to the most highly durable leather. This also means that every hide we receive has a range of natural markings, which we call "character marks". More specifically, these can be scars, wrinkles, freckles or even stretch marks! Each is a little piece of evidence that your leather came from a cow who has lived a life and makes your new leather unique to you.
Scratch or Character Mark aside, our team is always happy to review a photo of any mark that may be concerning to you!
However, if this mark looks like it’s part of the leather or maybe even resembles a pen mark, it’s most likely a character mark! At Portland Leather, we use only the highest quality full-grain leather for all our items, which means we refrain from sanding down natural markings to keep the entire grain of the hide intact – this maintains the strong fibers within the hide and contributes to the most highly durable leather. This also means that every hide we receive has a range of natural markings, which we call "character marks". More specifically, these can be scars, wrinkles, freckles or even stretch marks! Each is a little piece of evidence that your leather came from a cow who has lived a life and makes your new leather unique to you.
Scratch or Character Mark aside, our team is always happy to review a photo of any mark that may be concerning to you!
The majority of our leathers are naturally conditioning and on their own and should not need to be treated with a conditioner right off the bat! As you begin to use your leather, you'll notice that it will naturally condition itself from the inside out, developing a beautiful sheen. Scratches and scuffs contribute to redistributing the oils and waxes in the hide, and will become less noticeable over time as the bag develops its own unique patina. There is no urgent need to treat or clean minor stains and surface marks, as these will ultimately blend in and contribute to the character of an authentic leather bag.
That said, our lighter colored leathers may be more prone to stains or discoloration from oils, water, and everyday dirt & grime. If you'd like to be extra precautious we recommend applying a leather protectant to help prevent stains and make cleaning the leather easier in the future. Our favorite is our Natural Leather Protector!
After 6-12 months of use, you may notice that you'd like to restore the luster and overall patina of your leather. We use The Ultimate Leather Conditioner in our workshop every day and are able to use it on even our lightest colors without any noticeable darkening. In our experience, the leather will look a bit darker when you first apply the conditioner, but will return to the original color when dry. Of course, take care to use a reasonable amount, as a super heavy coat may have different effects on the leather, and test any treatment on an inconspicuous area of your item at first.
Finally, some customers choose to add an extra waterproofing spray to their leather so it will better wick raindrops and moisture. We'd recommend going this route if you live in a particularly rainy or humid climate.
That said, our lighter colored leathers may be more prone to stains or discoloration from oils, water, and everyday dirt & grime. If you'd like to be extra precautious we recommend applying a leather protectant to help prevent stains and make cleaning the leather easier in the future. Our favorite is our Natural Leather Protector!
After 6-12 months of use, you may notice that you'd like to restore the luster and overall patina of your leather. We use The Ultimate Leather Conditioner in our workshop every day and are able to use it on even our lightest colors without any noticeable darkening. In our experience, the leather will look a bit darker when you first apply the conditioner, but will return to the original color when dry. Of course, take care to use a reasonable amount, as a super heavy coat may have different effects on the leather, and test any treatment on an inconspicuous area of your item at first.
Finally, some customers choose to add an extra waterproofing spray to their leather so it will better wick raindrops and moisture. We'd recommend going this route if you live in a particularly rainy or humid climate.
The difference between Premium items and our Almost Perfect items is the number of natural character marks. All natural, non-coated or buffed-down leather will display some natural character marks from the cow’s life — bug bites, scratches, stretch marks, wrinkles and scars. An "Almost Perfect" product often will have character marks that are slightly more obvious, or will have variations in color or texture.
We figured that it'd be a shame to waste such beautiful and functional leather just for aesthetic reasons, so we decided to sell it at a discounted price! Most people are very happy with their Almost Perfect purchase and appreciate the uniqueness it adds! None of these "imperfections" will affect the integrity of the item — you'll still receive a wonderfully well-made product that will last a lifetime, and if you are not happy, both Premium and Almost perfect items are eligible for a return/exchange.
We figured that it'd be a shame to waste such beautiful and functional leather just for aesthetic reasons, so we decided to sell it at a discounted price! Most people are very happy with their Almost Perfect purchase and appreciate the uniqueness it adds! None of these "imperfections" will affect the integrity of the item — you'll still receive a wonderfully well-made product that will last a lifetime, and if you are not happy, both Premium and Almost perfect items are eligible for a return/exchange.
Bag interiors can have a range of “shagginess” on the interior - this is a normal feature of leather hides and nothing to be alarmed by! Our leather comes from cows, and each animal's skin is a different thickness, which affects the tightness or looseness of the grain. Some cows quite literally have thicker skin than others. Because of this natural variation, we aren't always able to shave off the entirety of the loose fibers of skin that are closer to the muscle on smaller cows. This means that we often receive a percentage of hides where the fibers on the interior are shaggy and may be more prone to shedding.
If you are experiencing fibers shedding, we recommend using a vacuum cleaner or compressed air to remove as much lint as possible from your bag!
If you are experiencing fibers shedding, we recommend using a vacuum cleaner or compressed air to remove as much lint as possible from your bag!
For light duty cleaning like regular wear and small spills, we suggest our Natural Leather Cleaner. Weiman’s Cleaning and Conditioning Leather Wipes are also an affordable and accessible option that you can find at most department stores (they are great for car interiors, too)!
If the stain is more serious, you may need to take a two-step approach with our our Natural Leather Cleaner and the Ultimate Leather Conditioner combined. This dynamic duo gently lifts grime from deep within the fibers of the leather, while also protecting against future blunders.
If all else fails, call a professional – Google can help you find a leather care specialist or even a dry cleaner in your area who will likely be able to help you restore your leather. Those folks have seen it all!
If the stain is more serious, you may need to take a two-step approach with our our Natural Leather Cleaner and the Ultimate Leather Conditioner combined. This dynamic duo gently lifts grime from deep within the fibers of the leather, while also protecting against future blunders.
If all else fails, call a professional – Google can help you find a leather care specialist or even a dry cleaner in your area who will likely be able to help you restore your leather. Those folks have seen it all!
We are always happy to review a photo of your tote to make sure that you received the correct color. As leather is a natural material and it is dyed in batches, there is a spectrum within any particular shade. This is more prominent in the brown tones, such as Cognac and Honey. We review and update our listing photos as frequently as possible to make sure the color we are sending out is represented as accurately as possible.
Please also in mind that our photos are taken in either a bright studio or on the street using professional cameras, so your tote might not have the same "glow" when you first open the box on your dining room table! Take your tote into bright natural light to confirm, and if you feel the shade is off from what you expected, snap a picture for us to review and send to support@portlandleathergoods.com along with your order number.
Please also in mind that our photos are taken in either a bright studio or on the street using professional cameras, so your tote might not have the same "glow" when you first open the box on your dining room table! Take your tote into bright natural light to confirm, and if you feel the shade is off from what you expected, snap a picture for us to review and send to support@portlandleathergoods.com along with your order number.
Rewards & Sales
Reward points typically appear in your account within 24 hours of placing your order, and should take no longer than 48 hours to populate.
Rewards points are redeemed in increments of 100 points, with each 100 Rewards points resulting in a $5 discount. A minimum of 100 points, and a maximum of 1000 points, can be redeemed on a single order.
Our Rewards page is your roadmap to all your points and perks! You can access that page via the following link:
https://www.portlandleathergoods.com/pages/rewards
https://www.portlandleathergoods.com/pages/rewards
Signing up is easy! Simply create an account by entering your email and verifying your account with the four digit code sent to your email. It’s free to join, and you will automatically be signed up to receive emails with exclusive access to sales, promotions, and all of our newest drops.
If you currently have an active account with us, you’ve already been enrolled in the PLG Rewards program, so you can sign in, kick back and start earning points!
If you currently have an active account with us, you’ve already been enrolled in the PLG Rewards program, so you can sign in, kick back and start earning points!
Purchases will accumulate points and contribute to VIP Tier escalation if they are placed with an activated Rewards account, and products are paid for using personal payment methods (Credit/debit cards, prepaid gift cards, Express pay methods, etc.).
Purchases of products using PLG Gift cards or merchandise credit, purchases made without an active account, or purchases where the product total is reduced to $0 (via discount codes and/or Rewards point redemption), will not qualify for rewards and will not contribute towards tier escalation.
Purchases of products using PLG Gift cards or merchandise credit, purchases made without an active account, or purchases where the product total is reduced to $0 (via discount codes and/or Rewards point redemption), will not qualify for rewards and will not contribute towards tier escalation.
Qualifying Activities to keep your account active include Making a Purchase, Redeeming Points, Signing up for SMS Alerts, following us on Social Media (Facebook, Pinterest, Instagram,) Reading Our Content, Successfully Referring a Friend and joining the PLG Insider’s Group on Facebook.
Points can be kept from expiring by keeping your account active and participating in a Qualifying Activity, such as Making a Purchase, Redeeming Points, Signing up for SMS Alerts, following us on Social Media (Facebook, Pinterest, Instagram,) Reading Our Content, Successfully Referring a Friend and joining the PLG Insider’s Group on Facebook. Unredeemed points are ineligible for restoration once they have expired.
Discount codes cannot be applied to orders placed prior to the start of the sales promotion or after the code has expired. We cannot guarantee the same sale price on a replacement purchase of an item in a new color or size if the original sale is no longer active. We do not price match between separate promotions - for example, between a 25% sale and a 30% sale. Only one discount code can be used per item, and stacking coupons is not permitted. Additionally, coupon codes generally cannot be applied to 'Almost Perfect' products, except when an 'Almost Perfect'-specific promotion is held.
If you have any trouble applying a discount code at checkout, please reach out to customer service for assistance! Please keep in mind that coupon codes cannot be applied after an order has already been placed.
If you have any trouble applying a discount code at checkout, please reach out to customer service for assistance! Please keep in mind that coupon codes cannot be applied after an order has already been placed.
Marketing
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Source: Unsubscribe Page
To unsubscribe from text messages, please reply 'STOP' to the last text received.
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Source: SMS Subscribe Page
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Retail Stores
Parking is available at all Portland Leather Goods retail locations, though options vary by store. Some locations offer free parking, while others may have paid street parking or nearby garages.
Yes! Portland Leather Goods Rewards can be used in-store.
As of 4/1/2025, in-store purchases earn rewards points.
As of 4/12/2025, rewards points can also be redeemed toward in-store purchases.
To earn or redeem points in a Portland Leather Goods retail location, just provide the email address linked to your Portland Leather Goods Rewards account at checkout.
As of 4/1/2025, in-store purchases earn rewards points.
As of 4/12/2025, rewards points can also be redeemed toward in-store purchases.
To earn or redeem points in a Portland Leather Goods retail location, just provide the email address linked to your Portland Leather Goods Rewards account at checkout.
Both Portland Leather Goods Portland-area locations offer unique shopping experiences — and if you have time, many customers love visiting both in the same day!
📍 808 NW 23rd Ave (Boutique Store – Nob Hill)
This location offers a boutique-style experience in the heart of Portland’s Nob Hill district, surrounded by great shopping and restaurants. You’ll find:
Core Portland Leather Goods styles and colors
A rotating selection of fun “unicorn” items
Promotions that match the Portland Leather Goods website
📍 2512 SE Gladstone St (Outlet & Showroom)
This is the original Portland Leather Goods home base (since 2016). This location offers:
A full selection of core items featured online
A HUGE assortment of unicorn colors and styles
Prices that are often equal to or lower than our website and other stores
Special in-store deals that rotate daily or weekly
If you’re visiting Portland, we recommend choosing the location that best fits your shopping style — or making a day of it and visiting both!
📍 808 NW 23rd Ave (Boutique Store – Nob Hill)
This location offers a boutique-style experience in the heart of Portland’s Nob Hill district, surrounded by great shopping and restaurants. You’ll find:
Core Portland Leather Goods styles and colors
A rotating selection of fun “unicorn” items
Promotions that match the Portland Leather Goods website
📍 2512 SE Gladstone St (Outlet & Showroom)
This is the original Portland Leather Goods home base (since 2016). This location offers:
A full selection of core items featured online
A HUGE assortment of unicorn colors and styles
Prices that are often equal to or lower than our website and other stores
Special in-store deals that rotate daily or weekly
If you’re visiting Portland, we recommend choosing the location that best fits your shopping style — or making a day of it and visiting both!
At this time, Portland Leather Goods does not offer buy online, pick up in-store.
For returns at all retail locations, we are happy to accept your new, unused product within 30 days for refund or exchange in accordance to the following guidelines:
* A receipt must accompany all returns* Refund will be made back to the original form of payment* Items marked final sale including "As Is" items, Patina products, Mystery Boxes, and prototypes are ineligible for return or exchange* Gift cards are final sale
Returning an online order to a retail location? NO PROBLEM! Please bring in your items purchased online within 30 days of delivery in the condition they arrived in. We ask that you have your order number ready for us so we can expedite your refund.
For more information on returning your online orders, please click here.
* A receipt must accompany all returns* Refund will be made back to the original form of payment* Items marked final sale including "As Is" items, Patina products, Mystery Boxes, and prototypes are ineligible for return or exchange* Gift cards are final sale
Returning an online order to a retail location? NO PROBLEM! Please bring in your items purchased online within 30 days of delivery in the condition they arrived in. We ask that you have your order number ready for us so we can expedite your refund.
For more information on returning your online orders, please click here.
Our retail locations accept cash, and any US-issued and most internationally-issued magstripe or chip cards bearing a Visa, Mastercard, American Express, and Discover logo. We also support mobile wallets such as Apple Pay, Google Pay, and Samsung Pay. We do not accept physical checks.
You can view the full list of Portland Leather Goods retail locations here:
https://www.portlandleathergoods.com/pages/retail
https://www.portlandleathergoods.com/pages/retail
Portland Leather Goods currently has 13 open retail stores, with more locations in progress.
App
Yes! Portland Leather Goods has a mobile app where you can access exclusive perks, including early access to drops and app-only benefits.
You can download the Portland Leather Goods app from the Apple App Store and the Google Play Store.
Yes. The Portland Leather Goods app follows the same privacy policy as the Portland Leather Goods website.
Yes! Your login is the same for both the app and the Portland Leather Goods website — no separate account needed.
No, payment methods can’t be saved directly in the Portland Leather Goods app, but you can save them through Apple Pay, Google Pay, or the Shop app.
Yes. Apple Pay and Google Pay are secure payment options available in the Portland Leather Goods app.
Yes. Customer information in the Portland Leather Goods app is kept private.
No, the Portland Leather Goods app does not store payment information directly. You can save payment methods through Apple Pay, Google Pay or the Shop app for faster checkout.