Refund policy

Product Categories We Support Inquiries For

Our online Shopify store provides full customer service support for all merchandise available on https://portlandleathergoodse.shop, including wallets, fabric pouches, backpacks, lanyards, belts, shoulder bags, keychain pouches, mini bags, keychains, zip wallets, crossbody bags, jigsaw puzzles, playing cards, and store gift cards. Our support team possesses professional product knowledge to answer all questions related to material, size, style, usage scenarios, gift card rules, puzzle and playing card specifications, and accessory matching suggestions.

Types of Inquiries We Accept

Customers may send emails to info@portlandleathergoodse.shop for the following service requests, and our team will process each submission in strict accordance with Shopify merchant service standards and consumer protection policies:
  1. Pre-purchase consultation: product material introduction, size selection guidance, color matching, inventory status, delivery cycle, shipping cost calculation, gift card purchasing and usage rules, bundle discount rules, and product suitability consultation for travel, daily commuting, and gifting.
  2. Order-related assistance: order tracking, order address modification before shipment, order cancellation application, order quantity adjustment, missing item checking, wrong item delivery verification, and order payment failure troubleshooting.
  3. After-sales service requests: product quality defect feedback, damaged goods during transit, return and exchange application, refund progress inquiry, accessory replacement request, and compensation consultation for defective products.
  4. Logistics and delivery issues: delayed delivery tracking, lost package filing, customs clearance consultation for cross-border orders, shipping address correction, and delivery failure resolution.
  5. Policy and rule consultation: Shopify store return policy, privacy policy, shipping terms, tax and tariff explanation, gift card expiration rules, and promotional activity rules.
  6. Business cooperation requests: wholesale cooperation, brand joint customization, product consignment sales, and official marketing collaboration proposals.
  7. Feedback and suggestions: store shopping experience optimization advice, new product development suggestions, negative experience feedback, and complaint submissions regarding service attitude or product quality.

Response Time Standard

Our customer service team adheres to uniform response time regulations compliant with Shopify merchant operation norms. All emails sent to info@portlandleathergoodse.shop will receive a formal reply within 24 business hours from the time of receipt. Emails submitted on weekends, public holidays, and official store rest days will be processed sequentially on the first working day following the break. During large-scale promotional events with surging consultation volume, the maximum reply delay will not exceed 48 business hours, and we will clearly notify customers of the processing progress in the auto-reply email.

Email Submission Guidelines

To accelerate the processing efficiency of your request and reduce back-and-forth communication, please include the following complete information in your email to info@portlandleathergoodse.shop according to the type of your inquiry:
  1. For order-related inquiries: full order number registered on our Shopify store, the full name used when placing the order, the delivery address bound to the order, and the payment time of the order. If you need to apply for returns, exchanges or compensation, please attach clear front, side, and damage photos of the problematic products.
  2. For pre-purchase consultation: clearly state the full name of the product you intend to purchase, such as crossbody bag, zip wallet, jigsaw puzzle or gift card, and specify your demands for size, color, usage scenario, and delivery region.
  3. For complaints and feedback: describe the incident process in detail, attach relevant order screenshots, logistics screenshots, or product photos as supporting evidence, and put forward your specific reasonable demands.
  4. For business cooperation: attach your complete cooperation plan, enterprise qualification introduction, expected cooperation mode, and contact information for follow-up negotiation.
We recommend setting a clear email subject that directly reflects your core demand, such as "Order Tracking Inquiry + Order Number", "Return Application for Defective Backpack", "Gift Card Usage Consultation", "Wholesale Cooperation Proposal", which will help our team classify and process your email priority.

Unsupported Service Requests

Our customer service team will not provide processing support for the following types of requests, and we reserve the right to ignore irrelevant, malicious, or illegal emails in accordance with Shopify platform rules:
  1. Malicious harassment, abusive language, threatening remarks, spam advertising, and repeated identical meaningless mass emails.
  2. Requests for illegal modification of order records, fake refund applications, false loss claims, and other behaviors that violate Shopify transaction rules and consumer fair trading principles.
  3. Requests for private offline transactions bypassing the official Shopify store checkout page, including offline remittance, private transfer payments, and off-platform gift card transactions.
  4. Demands for disclosure of other customers’ order information, personal addresses, payment records, and other private data that violate our store privacy policy and Shopify data protection regulations.
  5. Requests for unapproved secondary wholesale, unauthorized brand resale, and counterfeit product cooperation intentions.

Fraud Prevention Reminder

The only official contact channel of Portland Leather Goods Shop is the email info@portlandleathergoodse.shop displayed on our official website https://portlandleathergoodse.shop. We will never take the initiative to send emails from unknown mailboxes to ask customers to provide bank card numbers, payment passwords, identity documents, or conduct offline private transfers. If you receive any suspicious messages claiming to be our store staff from other contact channels, please report the suspicious information to our official email immediately for verification and alert the local consumer protection authority or Shopify official platform support team if necessary.

Shopify Platform Official Support Channel

If you encounter unresolved transaction disputes, platform rule violations, or cannot reach a mutually agreed solution with our customer service team via info@portlandleathergoodse.shop, you may submit a service ticket directly through Shopify’s official merchant and buyer support portal for third-party platform mediation in compliance with Shopify’s dispute resolution rules. All transaction records, email communication screenshots, and product photos generated on our store’s official website https://portlandleathergoodse.shop are valid supporting evidence recognized by Shopify platform arbitration.