FAQS & PRODUCT CARE
Q1: Are all SUEDE products handmade? Yes, each SUEDE product is lovingly handcrafted using the finest materials available. We are committed to bring you unmatchable quality whilst being dedicated to the total satisfaction of each and every customer. Items such as sunglasses are machine-made and then assembled manually at the final stage. Q2: What kind of leather do you use fo
r your leather products? For our leather products, we insist on sourcing the very finest leathers available from highly respected tanneries in Pakistan and abroad. These skins & hides have been specifically picked due to their longevity, durability and attractive look. All creases and marks are natural characteristics and the specific reason we choose these beautiful natural skins & hides. Our leather products are designed to last substantially longer than most, and will grow old gracefully gaining character and distinct worn personalities. Leather care for SUEDE products is relatively easy but you need to follow a set of simple rules. Our leathers can be restored, but annual maintenance is advisable. We mainly use cow leather. However, some items are also made from sheep & goat skins and buffalo hides. If you have any further questions about the material used for a particular product, please contact us with the article number and we will be glad to supply additional information. Q3: How do I take care of my SUEDE product?
3.1. Leather
Our leather is extremely robust and should age well. However, if you want to clean a bag or wallet, lukewarm water and a mild soap are the best options available. Do not get carried away with expensive cleaners and conditioners, simple natural waxes are often the best way to condition the hide i.e. bees wax. In fact, any harsh chemicals can damage the leather, so never use household cleaners or products containing alcohol. Keep the exterior leather away from makeup, food, or any other oil based product, which can stain. In no circumstances should you try washing your leather bag or other item in the washing machine or tumble dryer. For suede, we recommend that you use a brush to remove the loose dirt and clean the product with cleaning agent specially designed for the material. New suede is subject to "crocking", which means that suede dust may rub off on hands and clothes. Crocking can be minimized by rubbing any new suede bag or accessory vigorously with a terry towel. To clean patent, use a damp cloth, after which you shine it with a soft dry cloth. Please note that you should not use shoe polish on patent. If a leather product becomes wet, wipe away excess moisture and then leave to dry naturally. Do not attempt to dry with a direct heat source e.g. fire, radiator or hair dryer. All liquid stains should be dealt with quickly, and blotted gently with a clean, dry cloth. Never forget, leather is a skin, and should be cared for in a similar way to your own.
3.2 Footwear
Fancy, embroidered and shoes embellished with decorative items are very delicately handcrafted. They are fragile and require special care. Shoes coming into contact with each other or being stepped on can cause ornaments to fall off. Sometimes these can also get caught in the threads of your clothes and get damaged. Mishandling may also result in loss, damage or dislocation of the decorative items, e.g. stones, beads, etc
- After use, put your shoes back into the box in a way that they do not touch each other
- The colour or cloth used may be damaged by sweat/water
- Never store your shoes near artificial heat or directly under sunlight. The pasting of the sole may come undone or other damage, such as colour fading, could occur
- Clean materials such as cloth and PU (Polyurethane) with a damp cloth only
- Do not wear the same pair of shoes daily
- Always buy shoes of the correct size as incorrect sizes will cause discomfort
- Avoid wearing high-heeled shoes on uneven surfaces like grass or stony ground
- If there is any defect in your shoe, do not wear it prior to repair
- Shoes are repaired free of cost, however, if decorative items are replaced, the customer may be charged for the cost incurred.
- Repair time for shoes can be up to 30 days
3.3. Storage Tips
When storing your items, they should not be allowed to come into contact with one another, as some finishes may stick together. The best wrap for all kinds of accessories is tissue paper, not plastic bags. Avoid storing in extremes of heat, humidity, dryness or cold. If repairs are necessary, have them done by a professional to avoid further damage to item. Materials Direct sun and extreme heat Cleaning Storage
Leather Kindly avoid Use small amount of mild soap on damp cloth and bring to light lather. Wipe away lather and follow-up with dry towel, and leave to air dry completely. Cool dry area to avoid mold and mildew
Suede Kindly avoid If the item gets wet, soak up excess water in a clean towel and allow bags to air dry completely. To remove oil stains, rub talcum powder on affected areas, leave for several hours and brush off. Once completely dry, use a suede brush to restore fibers. Cool dry area to avoid mold and mildew
Q6: How often do you release new styles? It depends on the category, e.g. we have seasonal collections in Ladies Bags and Footwear. However, we also introduce new styles on a bi-weekly basis regularly. Q7: Do you have a product catalogue that we can view at home? Yes, you can visit the catalogue section of our website which caters to both men & women and consists of handbags, office bags, travel items and wallets to name a few. Q8: Are you able to gift-wrap purchases? We do have the option of adding a gift-wrap of your choice from our available options. We understand that our products are popular gift ideas and we can cater to your needs accordingly. Please ask our staff regarding wrapping and gift boxes. Q9: Are you able to emboss a name on product? We offer a free product personalization service for many leather items, e.g. wallets and folders. HUB can emboss any name on the product, where applicable. You can choose a variety of font styles
We can also provide a range of corporate branded gifts, personalized with your embossed logo. These luxury items printed with your corporate branding help promote your company and leave a lasting and positive impression. We have provided beautiful products for luxury hotels, airlines, corporate banks, governmental and non-governmental organizations in a variety of fields and sectors. If you are looking for something exclusive yet a little bit special then please do not hesitate to contact one of our corporate team representatives for further information – [email protected]
Q10: What is your policy on returns, exchanges and repairs of products? Suede
- Once purchased, goods cannot be returned
- Goods can be exchanged within 3 days of purchase with price tag & receipt only
- Exchanges can be made at any Suede outlet
- Damaged, used or altered goods cannot be exchanged
- Any problems resulting from a manufacturing fault or otherwise will be assessed by our Product team and customer will be informed within 3 working days regarding resolution. Any applicable charges will also be intimated. Any problems resulting from a manufacturing fault or otherwise will be assessed by our Product team and informed to the customer within 3 working days. Items on SALE & Factory Outlet merchandise
- Goods are sold on AS-IS basis
- Once purchased, goods can neither be returned nor exchanged
- No loyalty discounts are applicable
Q11: How can I contact you directly? You can contact us regarding any inquiry or query at [email protected]. Questions or concerns regarding purchases can be directed to [email protected]. Q12: Do you share my information with others? No, your personal details that are collected through our website and customer forms are kept private and secure and will not be passed to any third party outside our organization. The details will only be used to serve you better and we will not contact you if you do not wish to be contacted.
