Orders are placed as direct purchases (custom orders) via email to Buwood. Orders may be placed for bags that are in-stock or custom orders. In-stock includes any bags currently available for purchase at our Milan facility.

Custom orders include any bag that steps outside Buwood's currently offered in-stock options. Custom orders may involve substantial production time, especially if the customisation includes a configuration previously not produced. Custom orders should be placed with care as they are non-refundable. [please see Refunds]. Availability of custom orders will be given as best estimates.

Image-to-product comparison disclaimer: Buwood bags are created using natural materials: American walnut wood and select Italian calf leather, which will contain grains, patterns, colours and tones that are unique to that material and to the bag produced from it. Buwood cannot be responsible for the quality of product images viewed on digital venues other than the Buwood website. The images on the website are the truest possible representations of the available products and are created using studio lighting. The processes for finishing the natural materials used in Buwood bags are rigidly maintained under strict compliances within the factory and the quality control review in order to ensure consistent standards of excellence.

All payments you submit for Buwood purchases are processed by Buwood's designated payment intermediary. A receipt is provided by this intermediary at the point of purchase. A personalized Buwood receipt is included with your shipped bag. Your personal payment information is never available to Buwood in any form; that information is only available to our designated payment intermediary through their secure payment portal.

Please note: All prices do not include local taxes (if applicable). Import duties or fees and local taxes connected with the purchase or shipping of any order is the purchaser's responsibility. Buwood cannot know what additional costs may be associated with making your purchase or shipping your purchase to your locale. We urge our purchasers to acquaint themselves with any local rules or regulations that might mean import duties or local taxes would be charged to you.

Upon receipt, orders are submitted to the Milan factory, where they are carefully fulfilled and readied for shipment. An email is then sent to you advising that your order is ready to ship, the date it will ship, the courier information, and the projected delivery date.

Purchasers are responsible for providing accurate delivery information with their order. Buwood cannot be held responsible for items delivered to an incorrect address if the purchaser has given incorrect delivery information. Shipments cannot be redirected once shipped.

While every effort is made to ensure that shipment and delivery times and dates are accurate and completed as stated, Buwood cannot be responsible for delays resulting from adverse weather conditions, courier mismanagement, delivery to remote locations, or other delivery obstacles beyond our control. Your signature (or the signature of your designee) will be required upon delivery of your order.

Please note: Buwood is not liable for a lost or missing order that was shipped to a purchaser-provided address and signed for by a purchaser-approved signatory.

Buwood is aware of the possible constraints of additional costs and time delays faced by some purchasers when shipping items to their home country.

In support of this possible dilemma, Buwood offers the Concierge Delivery Option. This allows your purchase to be shipped to an alternative location of your choice—for example, a hotel reserved during your European travels. At that alternative location, it can be received and signed for by the Concierge. Requesting this service is as simple as an email to Buwood; however, we do encourage you to confirm any delivery arrangements with your hotel concierge, in order to ensure an optimum delivery experience.

While we will do everything possible to comply with Concierge Delivery, we cannot be held responsible for, nor can we control the security of, items delivered per your directions that are then misplaced.

You are welcome to return a Buwood item that was purchased from stock within the 7 days following your receipt of the item.

Please note: The purchaser is responsible for shipping and paying shipping charges on their return. The following requirements must be met to ensure smooth processing of your return:

Overall, the returned bag must be returned in the condition they were received: perfect. The returned bag must be in pristine condition, with all tags attached and intact. The returned bag must be re-packed in the same container in which it was shipped. All Buwood packaging must also be returned intact and undamaged. Returned bags must be return shipped from the country the bag was originally shipped to and via the original courier to ensure compliance with custom regulations & avoid delays.

Returned bags that are not in pristine condition may be refused and/or a refund refused.

Refunds are ultimately processed and deposited through Buwood's designated payment intermediary. Buwood is not responsible for any refund delays experienced due to policies in place with payment intermediary or your financial institution. Refunds are normally credited to your original form of payment. The steps required to process your refund will be completed as quickly as possible and include: The returned bag will arrive at Italian Customs, where it is processed. In most circumstances, this will take 7-14 days. Once released from Customs, the bag goes to the factory in Milan. Once received in Milan, an email is sent to you to confirm receipt of the bag. The bag enters the Quality Control process, where it is inspected to confirm pristine condition. This process may take 3-5 days; however, we make every effort to expedite this inspection process without compromising the results. Once the condition of the returned bag is determined as pristine, the refund is immediately approved by Buwood.

Our designated payment intermediary is also immediately requested to process your refund. At this point, an email is sent to you confirming the refund approval. Once the refund request is received by our designated payment intermediary, it is out of Buwood's control and subject to policies and timetable of that intermediary.

Refunds are generally processed and credited to the purchaser's original form of payment within 7-14 working days. Buwood makes every effort to expedite refunds within the boundaries of our policies, but cannot control nor expedite the processes of outside agencies or institutions.

Please note: Custom orders, and those orders that include special additions such as initials, the customer's name, exotic leathers, or special-order colours are non-refundable. Please note: Local taxes and any Custom/Import costs, where applicable, can not be refunded, as these costs are not paid to Buwood, but rather to the purchaser's country of order origin.

Buwood bags are exclusively handcrafted in Milan by Master Artisans possessing specialized skills and working with materials especially selected for Buwood bags.

Each bag must pass five exclusive levels of Quality Control in order to be released for purchase. We cannot be responsible for wear due to normal use.