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FAQ

+ When will my order ship?

Usually, orders take 10 business days to ship, with an occasional exception.  If you need an item to arrive by a certain time, please contact us and we will do our best to accommodate.  All items are shipped USPS Priority Mail, unless otherwise noted.  Delivery times vary depending on your location.

Please note that shipping charges are the full responsibility of the buyer. Under no circumstance will SHELTER refund money related to shipping charges.


+ What payment methods do you accept?

During checkout you will be directed to PayPal.  You may use your PayPal balance, or Visa, MasterCard, American Express, or Discover.  You do not need a PayPal account to pay with your credit card.  If you have any questions about this process, please contact us right away and we’ll be happy to help.  

For all orders places in North Carolina, PayPal will add 8% NC sales tax to your order total.  


+ Do you take custom orders?

Often the answer is no (not always though), but please feel free to contact us if you have an idea.  


+ What if I have an issue with my order or want to return it?

Please contact us right away. Because our pieces are handmade and small runs, we do not accept returns nor issue refunds.  


+ How do I care for my bag?

Spot treat the body of each bag with a soft cloth, warm water and gentle soap. Do not use soap or water on leather. Both the leather and waxed canvas will develop a lovely patina over time, and these materials should not be washed. If you have specific questions related to the care of your bag, please contact us.


+ Do you make any of your designs with a leather substitute?

Generally we do not.  We choose the highest quality USA leather products that will last a very long time.  Please contact us if you have any questions.


+ How often do you add new pieces or designs?

We generally release 2 lines per year, one for Fall and Winter, one for Spring and Summer. We add new limited colorways regularly, so be sure to sign up for our mailing list to receive updates.


+ Who does what?

Karie and Rob come up with ideas for pieces together.  Karie drafts the patterns, sews the pieces and works on all other aspects of the business (with some help from some incredible friends).  Rob provides emotional and design support and endless inspiration.