FAQs

WHERE TO FIND JƏRNĒ

jərnē is an online retailer and does not have a physical retail store. You may however find jərnē at exclusive trunk shows and pop-ups in Cape Town and Johannesburg in the future. Watch out for dates on social media and in our newsletter.

SHIPPING

WHERE DOES JƏRNĒ DELIVER?
Unfortunately, we only deliver in South Africa at this time, unless by special arrangement. For any specific inquiries for international orders, please email hello@jernedesign.com and we will follow up with you shortly.

IF I ORDER MY JƏRNĒ BAG TODAY, HOW LONG WILL IT TAKE TO ARRIVE?

If your bag is in stock, it will be shipped and will arrive within 5 business days. If you live in an outlying area, then it may take an extra day or two as some routes are not delivered to as often as others.

If your bag is not in stock and you are requesting a Pre-Order it may take up to two weeks to be delivered as the bag needs to be produced before shipping.

WHAT IS A PRE-ORDER?
We offer pre-order as a way to reserve a bag in advance of our upcoming product production, with the understanding that it will ship at a later date than when you purchase. Payment is due at the time of purchase, and you will receive a shipping notification once the order is on its way to you.

CAN I CANCEL OR MODIFY MY ORDER?
We process and complete orders as quickly as possible. If you have any modification requests or need to cancel, please contact us at helllo@jernesdesign.com as soon as possible after placing your order. We cannot guarantee that we will be able to cancel or modify, but we will try our best to accommodate all requests. 

RETURNS 

WHAT IS YOUR RETURN POLICY?
At jərnē, we take great pride in the quality and craftsmanship of our products and hope you love your purchase as much as we loved making it. However, if you don’t love it, or if for any reason or there is a problem with it, we will happily repair, replace or refund your purchase for you. We accept returns within 7 days of the date of delivery of an item.

When choosing your jərnē item, please keep in mind, our natural materials have been selected for their special and individual textures.

FULL GRAIN LEATHER
All scratches, scrapes, wrinkles + folds that gather on the surface of our leathers are an integral part of the character of our products. These signs service as evidence of the leather’s authenticity. As each hide is unique there will be variation in colour and pattern.

For all jərnē returns purchased with us online, please first notify us via email at hello@jernedesign.com for return instructions. 

PLEASE NOTE THE FOLLOWING EXCEPTIONS TO OUR RETURN AND EXCHANGE POLICY:

  • Discounted/Sale items are final and cannot be returned or exchanged
  • Returned items must have tags still on and be returned in original packaging
  • Returned items must have no visible signs of wear or use

If we receive a return and it has been used or damaged, or if tag is not attached and not in its original packaging, we cannot accept your return. You can request to have it shipped back at your expense. Please note free gifts that are not returned with the original order will be deducted from the refund.

Didn’t find what you were looking for? Contact us at hello@jernedesign.com

PRODUCT CARE

HOW SHOULD I CARE FOR MY JƏRNĒ BAG?
For most leather bags, applying a leather cream or wax is a good idea, as it adds a layer of protection to the bag’s finish, repelling superficial scratches and scuffs. Choose a cream containing natural waxes: they give a rich look and act as a barrier against dirt and moisture.

Leather cleaners and leather waxes can be purchased at a grocery store or shoe repair store. Be sure to test products preferably somewhere on the inside of the bag that can't be seen before applying to the whole bag. Please avoid using wipes that have chemicals in them (such as baby wipes) as this will ruin the leather. If you’d rather leave it to the professionals, a shoe repair store or other leather professional can deep clean your bag.

Some finishes such as suede and nubuck require immediate waterproofing before you debut your new purchase in public. A waterproofing spray is the most effective tool against moisture.

TO PRESERVE THE QUALITY AND BEAUTY OF ALL JƏRNĒ BAGS, WE RECOMMEND: 

  • Keeping the product in its dust bag when not in use
  • Avoiding contact with dark clothing and vice versa to reduce possibility of colour transfer
  • Avoiding contact with liquid, water, alcohol or oils
  • Avoiding exposure to direct sunlight
  • Avoiding contact with rough or abrasive surfaces

HOW DO I REMOVE STAINS FROM MY LEATHER BAG?
GREASE: Hand cream on the handles of your bag and food spillages can often be the culprit. Wipe the oil or grease off the surface with a clean, dry cloth. A microfiber cloth works particularly well for this and condition after. If you have baking soda or baby powder to hand sprinkle it on the grease. Let it sit overnight to absorb the stain and brush off with an old toothbrush. Then use leather conditioner to moisturise the bag. NEVER use water on grease stains.
*TIP: AVOID holding your bag if you've just applied hand cream... or you're just ASKING for grease stains.

INK: The key to removing ink marks is to treat them straight away... Try a special ink removing product for leather and follow the care instructions or dilute a few drops of rubbing alcohol with a large spoonful of water, dip a cotton bud into the mixture and lightly rub it over the ink stain with a circular motion. Use a leather conditioner on the area afterwards to revitalise it and leave to dry properly. If this doesn’t work or the ink stains are old, it’s time to call in the professionals.

WATER: Sometimes despite your best efforts, your bag will get soaked. Thankfully water spills tend to dry naturally without much assistance on most leathers. Try to absorb as much water as possible with a thick microfiber hand towel and allow the bag to air dry, if needed buff out any residual spots with conditioner. DO NOT use a direct heat source such as a hair dryer, among others. This could cause significant damage to the leather, such as dryness and cracking.

SCRATCHES: Unfortunately scratches are inevitable when you take your bag out with you but don't despair, if and when you come across a small scuff. Here are some quick tips for dealing with scratches;

  • Clean the leather with a leather cleaner
  • Smooth it out with leather conditioner
  • Repeat, if necessary

HARDWARE DAMAGE: Hardware damage on a bag can be due to too much stress on the straps or details (e.g. overfilling your bag or using it to carry heavy items). Once a week, try emptying out items that you don’t need from your bag. It’s not only bad for your back but it stretches out the handles and body of bag. Leather is a living material so it will stretch out. If you do need all those things, switch to a backpack with 2 straps to distribute the weight. You can keep metal work looking fresh with a simple metal polish but you need to avoid this coming into contact with the rest of the bag.

DON’T FORGET TO LET IT AGE GRACEFULLY
As time passes full-grain leather, especially if vegetable tanned, will develop a natural patina, whereas lower grades will not. This is not something that can, or should, be avoided, it is part of the natural ageing process making the bag more beautiful. This makes your piece even more desirable and ensures that no two bags or products look exactly the same. Proper leather care will keep your backpack, weekend bag or overnight bag looking great for years and assist in providing a lustrous patina as it ages.

A brand-new bag has its appeal, but there’s nothing better than the warm familiarity of one you’ve broken in and had for years - which is why jərnē designs our leather bags to last forever. But like any long-term love affair, a little TLC is required.

LIFETIME WARRANTY

WHAT IS THE JƏRNĒ  WARRANTY POLICY?
We stand behind the quality of our products and offer a lifetime warranty covering repairs or replacements for functional damages on all of our bags. This means if there's a functional damage which prevents you using the product, we will fix it for you. This includes all stitching, zips, metalwork, and handles. We do not cover related costs, such as shipping.

Please note that the warranty does not cover the natural ageing of materials or any damage caused by misuse or neglect, accidents, normal wear and tear, exposure to extreme temperatures, solvents, acids, water, or damage by common carrying.

If you are experiencing unforeseen quality issues, email us at hello@jernedesign.com with details of your issue, order number or purchase receipt. Please include photos of the issue as well as the front, back, sides, bottom, and interior of your bag. We’ll assess the item and contact you to agree the most appropriate resolution.

CUSTOM ORDERS

CAN I CUSTOMIZE MY JƏRNĒ BAG?
Please email us at hello@jernedesign.com with your request, and our production team can assist you with a quote and delivery timeline if the required customisation is possible.  

PAYMENT ISSUES

I AM HAVING ISSUES TRYING TO PAY ONLINE. IS THERE ANOTHER WAY I CAN MAKE PAYMENT?
If you are having problems with processing payment online, please email helllo@jernedesign.com with your purchase details and we will send you an invoice for payment via EFT. Please attach your Proof of Payment to the same email thread. Once we receive proof of payment, we can dispatch your order.