The short version
Every piece is made by hand to your order, so I don’t accept returns for change of mind. If something is faulty, damaged, or not what was described, I’ll make it right — always.
Change of mind
I don’t offer refunds or exchanges if you simply change your mind, decide you’d prefer a different colour, or find something you like better elsewhere.
Each wallet is cut, stitched and finished specifically for your order, in the leather and thread you chose. Once it’s made, it can’t go back on a shelf.
So please take your time before ordering. Check the dimensions, look closely at the colour photos, and if you’re unsure about anything — leather colour, thread colour, how much a particular piece holds — email me at nick@nivisto.com first. I’d much rather answer three questions than have you end up with something you don’t love.
If something is wrong with your order
This is different, and your rights here are protected by law.
Your rights under the Australian Consumer Law are not affected by anything on this page. Goods sold in Australia come with consumer guarantees that cannot be excluded. My products must be of acceptable quality, match their description, and be fit for their purpose. This applies to made-to-order and personalised pieces exactly as it applies to anything else.
If your order arrives faulty, damaged in transit, or materially different from how it was described:
- Major problem — you choose: a full refund, or a replacement. A major problem is one that would have stopped you buying it had you known, that makes the item unsafe or unusable, or that can’t be fixed within a reasonable time.
- Minor problem — I’ll repair it free of charge. If I can’t repair it in a reasonable time, you can then choose a refund or replacement.
In either case I cover the return postage, and if you’re getting a refund it includes what you originally paid for postage. There are no restocking fees, handling fees or processing fees — ever.
There’s no arbitrary deadline on this. Consumer guarantees last for a reasonable period given the price and the nature of the item, and a hand-stitched full-grain leather wallet should last years. If a seam fails after eight months, I want to hear about it.
How to raise a problem
Email me at nick@nivisto.com with:
- Your order number
- What’s wrong
- A photo or two, if the problem is something you can see
I’ll reply within 2 business days and tell you exactly what happens next. Don’t post anything back until we’ve spoken — I’ll usually want to see photos first, and I’ll send you the return address and cover the postage.
Wear, misuse and the nature of leather
Consumer guarantees cover faults in what I made. They don’t cover normal wear over time, damage from misuse or accident, or the natural changes leather goes through.
Full-grain veg-tan leather is a natural material. It darkens with sunlight and skin oils, it softens, it takes on the shape of what you carry, and it picks up scratches that settle into a patina. Colour varies slightly from hide to hide, so your wallet will not be a pixel-perfect match for the photograph. That’s the material behaving exactly as it should — it’s not a fault, and it’s the reason people buy this stuff instead of plastic.
Repairs beyond the guarantee period
If something I made fails years down the track, email me anyway. I made it, I’ve still got the tools, and I’d rather repair it than see it in a bin. I’ll quote you fairly for the work.