If your new MANDRN piece isn’t a perfect match, you can return it within 30 days of your order being fulfilled. Items must be in brand-new condition with tags and accessories still attached. While we can’t offer refunds after the 30-day window, exceptions may be made in exchange for store credit. In those cases, shipping fees, discounts and package protection will be deducted from the credited amount.

For U.S. returns, we’ll need to charge a restocking fee of $12 USD. For Canadian returns, the restocking fee is $20 CAD. You may also choose to use your own carrier and send the return to:

THE ShipDaddy 

Attn: Patrick
C/O MANDRN LLC
15 Railroad Avenue, Newville

PA 17241, USA 

For all returns, customers are responsible for tracking and ensuring the return reaches our warehouse.

Have something you’d like to return? Visit our Returns Portal to get started. More details on our return and exchange policy can also be found here. Please note that all sale items and leather care products are final sale and cannot be returned or exchanged.

All sale items are final and cannot be returned or exchanged.

Our shipping options vary depending on your location. Please allow 1-2 extra days for processing before your order is shipped, in addition to the courier’s shipping time.

Please note that free shipping does not apply to items purchased during sale periods, when shipping costs will be calculated separately at checkout.

Domestic orders can take up to 2 business days to be processed and shipped, regardless of the shipping speed selected at checkout. Once processed, orders cannot be changed or cancelled.

Once your order has been processed, shipping within the USA typically takes 4-10 days. For the U.S. Territories, Hawaii and Alaska, delivery may take up to 5 weeks depending on the postal carrier used.

United States:

• UPS Economy (5-9 business days): Free for orders over $150 USD; $7.99 USD for orders below.
• UPS Express (1-3 business days): $24.99 USD.

Canada:

*Shipping estimates do not include time in customs clearance, which may take longer. 

• UPS Expedited (3-7 business days): Free for orders over $200 USD; $14.99 USD for orders below. 
• UPS Express (2-5 business days): $39.99 USD.

International:

*Shipping estimates exclude time at customs, which can take up to four weeks.

• Economy International (6-18 business days): $19.99 USD.
• UPS Expedited (3-10 business days): Free for orders over $250 USD; $29.99 USD for orders below.

UPS Express (2-5 business days): $39.99 USD.

Keep in mind that we do not cover any duties or customs fees for Canada, Europe and Asia. These costs vary depending on the carrier and country, and must be paid by whoever receives the order.  

Yes! For our customers in North America, we offer one free exchange per order where we cover the restocking fee. After the first exchange, any additional exchanges will be charged a restocking fee of $12 USD for U.S. orders or $20 CAD for Canadian orders.

How to make an exchange:

• Visit our returns/exchange portal to return your original item. Follow the instructions on the portal and include all tags and dust bag along with your order number and email address.
• Any questions? Email customerhappiness@mandrn.com with your order details.

Important details:

• Due to customs duties, Canadian and international customers must cover their own return and/or exchange shipping costs. Unfortunately we are not able to issue return labels to customers outside of the U.S. 
• For our U.S. customers, we offer easy returns with a restocking fee of $12 USD. 
• If your item arrives damaged, send us photographic proof so we can process your return or exchange. After one exchange, only store credit is available.
• We can only accept two item exchanges per order. After that, you can only exchange for store credit (with no refunds).

Processing times:

• Refunds and exchanges will be processed within 14 business days after the returned item arrives at our warehouse. However, please note that it can take up to a full month for the refund to be completed or the exchanged item to reach you.

Once your returned item has been received at our warehouse, please allow up to 14 business days (excluding holidays) for our team to process your refund. The funds will then be credited back to your original payment method as soon as possible. 

If you're tracking your package and see that it’s arrived at our warehouse, the inspection and refund process has begun. Please note that a restocking fee of $12 USD (for U.S. orders) or $20 USD (for Canadian orders) will be deducted from your refund, if applicable.

Got questions? Reach out to customerhappiness@mandrn.com so we can help. 

Unfortunately we are not able to refund shipping fees or package protection for returned items. The restocking fee, shipping fee and package protection (if applicable) will be automatically deducted from the total refunded amount. 

If any hardware or functionality issues arise within one year of purchase, send an email with photos of the damage to customerhappiness@mandrn.com. Our team will review your request and determine whether to issue a discount code, partial refund or exchange. We can also offer a partial refund (of up to 25% of the purchase price) if you’d rather repair the item yourself.

• Our warranty covers damages to the hardware and functionality for one year after purchase. After that, any repairs are the responsibility of the customer.
• Wear and tear is not covered by our warranty.
• Returns and exchanges made via our Returns Portal must be inspected before refunds are issued. If we find that your item is not in refundable, unused condition, we will return your item back to you instead.

Free shipping does not apply during sale periods unless it’s specifically mentioned in the sale terms. Shipping costs for sale items will be calculated and displayed at checkout. We appreciate your understanding and hope you enjoy the great deals!

Yes, through UPS. Please note that for remote areas, delivery may take longer due to the interim postal carrier’s timeframes. For PO Box delivery, please contact customerhappiness@mandrn.com.

If your order hasn’t been processed, email customerhappiness@mandrn.com ASAP and we’ll update the address if there’s still time. 

Please note that we cannot update the shipping address once your package has shipped. In that case, you’ll need to contact the shipping company directly with your tracking number to arrange a new delivery address.

If you have package protection, we’ll resend you the bag at no additional cost when the package is returned to us. If you don’t have package protection, the package will be returned to our warehouse marked ‘returned to sender’, and you’ll need to pay for shipping to the correct address.

If your shipment is delayed, it’s best to contact the carrier directly as they may need additional information to complete the delivery. Please note that address changes may incur an extra charge.

For international orders, customs duties may be required. Please note that MANDRN is not responsible for these fees, and you’ll need to contact the carrier to settle any payments needed for delivery.

MANDRN is not responsible for lost or stolen packages. As soon as the item ships from our warehouse, the responsibility shifts to the customer. Please reach out to the carrier listed in your shipping email with your tracking information if you need assistance!

Alternatively, if you have purchased the package protection at checkout, just email customerhappiness@mandrn.com and our team will happily help you through the claim process.

Possibly. If you’re ordering from outside the U.S., there may be additional duties that you’ll need to cover. 

Please note that MANDRN is not responsible for covering any international duties or customs fees. If these fees are required, you’ll need to contact the carrier directly to arrange payment before your order can be delivered.

If you purchased our package protection and your item was lost or stolen, our Customer Happiness team will happily help sort a new shipment or refund. Warranty bags are not subject to any future exchanges or returns. Claims are usually reviewed within 2-3 business days. Just email customerhappiness@mandrn.com and we’ll handle the rest!

Refunds: We’ll refund the subtotal, minus any duties. Please keep in mind that the package protection insurance is non-refundable.

Reorders: If your item is still in stock, we’ll reship it at no extra cost and cover shipping. If the item is unavailable, we’ll issue a refund instead.

You can track your package on the carrier’s website using the tracking number provided at checkout. If your package is stuck, try contacting the carrier directly for more information. Keep in mind that international orders may take up to two weeks to arrive.

If you need further assistance, email customerhappiness@mandrn.com, and we’ll investigate with our warehouse. This can take up to 10 days, but rest assured: we’ll always find a solution!

Note: If you're in U.S. Remote Territories, Alaska or Hawaii, delivery can take up to five weeks. Additionally, if you authorize the carrier to leave your package in a ‘safe place,’ you take responsibility for any losses or damages.

Start by reaching out to the shipping carrier with your tracking number, as they might be able to provide more information on your package's location and how to file a ‘lost item’ claim.

You can also reorder the same item with package protection and return the original, delayed item if/when it arrives later – provided it was purchased at full price and meets our return conditions.

To make sure your gifts arrive under the tree by December 24th, we recommend placing your holiday orders by no later than these dates:

US/domestic holiday orders: 

• With standard shipping: Wednesday, December 11th.
• With express shipping: Monday, December 16th.

International holiday orders:

• With standard shipping: Wednesday, December 9th.
• With express shipping: Friday, December 13th.

If you’d like to cancel your order, email customerhappiness@mandrn.com as quickly as possible after your order’s been placed. While we’ll always do our best, our team processes orders quickly and we cannot guarantee cancellations after an order has been made. 

Once the order has been fulfilled and shipped, cancellation is no longer possible. You’ll need to follow our return process and send the items back to our warehouse, which can take up to five weeks.

For all orders made online, you’ll receive a shipping confirmation email with your tracking number and information inside. Got questions? Drop us an email at customerhappiness@mandrn.com. 

The estimated ship-out date for pre-ordered items will always be listed on our website’s page for that product. You can also check our pre-order page here, where we update the estimated shipping dates for pre-ordered items each week. 

MANDRN is not responsible for lost or stolen shipments without package protection, so you’ll need to file a claim with the delivery carrier. Once your claim has been filed, please send the details (including your claim number) to customerhappiness@mandrn.com.

If you have package protection, simply email us your order number and we’ll reship your items to the same address.

Email customerhappiness@mandrn.com with your order number in the subject line and let us know how we can help.

By purchasing and using our leather care products, you acknowledge that they are not suitable for our Saddle leather products. As such, we do not accept returns or exchanges for any Saddle leather items damaged as a result of using these products.

Our Saddle leather is more rugged than our other leathers, and beautifully patinas with each wear. This means it will naturally obtain more marks and scratches over time, adding to its vintage look and feel. 

Our Saddle leather pieces are also more likely to darken through contact with natural oils. If you prefer a more even, mark-free and lighter finish, opt for our Tan leather instead.

To prevent and protect against excess water stains, oil stains or marks, apply a leather protectant spray to the entire Saddle leather piece before your first wear. 

Please keep in mind that the MANDRN Leather Conditioner should never be used on our Saddle leather to avoid damage. 

No. The Leather Cleanser can be used on all MANDRN leathers, but the Leather Conditioner should not be used on our Saddle leather, recycled leather or any other absorbent leather products.

There’s a lot you can do before, during and after wearing your MANDRN to make sure it ages beautifully. Check out our Leather Care page for our essential tips at every stage.

We recommend giving your MANDRN a monthly refresh with our Leather Cleanser and Leather Conditioner, or cleaning immediately after coming into contact with a stain.

This applies to all MANDRN leathers except our Saddle leather (or any other absorbent leathers), which may darken slightly when the Leather Conditioner is applied.

Our products haven’t been tested on suede, so we’d advise against it. Better to find a suede-specific cleaner instead!

The Leather Cleanser won’t, unless you rub the spot too strongly and remove some of the leather’s dye. Keep it gentle, always.

The Leather Conditioner won’t change the color or texture of coated leather, but it will alter our Saddle leather (or any other absorbent leathers). Using the Leather Conditioner might give these matte leathers more of a satin sheen, or cause the color to darken slightly overall.

Short answer: no. Longer answer: it depends on the stain’s base, severity and how long the stain is left without treatment. Both products should remove the majority of most common stains if treated within hours of the stain occurring. 

Yes, as long as the leather is coated (not absorbent). If the leather is absorbent, use only the Leather Cleanser to avoid darkening the leather.

No, but we suggest storing in a cool, dry place for the best results. And making sure the cleaning pad is fully dry before storing away.

Our leather cleanser and leather conditioner are final sale and cannot be returned or exchanged, unless the product is faulty. Additionally, by purchasing and using our leather care products, you acknowledge that they are not suitable for our Saddle leather products. We do not accept returns or exchanges for any Saddle leather items damaged as a result of using these products.

We recommend using some wax parchment paper or chapstick and applying it directly on the zipper lip. We also suggest to test the zipper and slowly break it in by opening and closing it. Did you receive a zipper that appears to be broken and not closed to the other end? Slowly zip the zipper to open and close, and it should work!

Due to various minor improvements made to the construction of the product, digital photography, and dye lot variations, we cannot guarantee that the color and construction you see on your screen as an exact replica of the product. We strive to show our products as accurately as possible, but screen images are intended as a guide only and should not be regarded as absolutely correct.

Product that is received with damage can be returned for a full refund or exchanged to a new product. Please contact us at customerhappiness@mandrn.com to help you with this.

Head to the ‘Pack Protection’ section on our Leather Care page and read our tips on what to do (and watch out for) before your first wear.

MANDRN is not responsible for damage caused by normal wear-and-tear, like stains or scratching. The same goes for any dye that transfers from your clothing to your bag (or vice versa), so be sure to follow our pre-wear tips to avoid any mishaps.

Due to the rugged nature of our product, please expect your bag to obtain marks and scratches over time. Most will fade or disappear after a leather conditioner treatment, and the leather patinas with each wear. 

We recommend conducting a patch test on a small, inconspicuous area of the leather item to ensure compatibility before full application. This will help you determine if the product is suitable for your specific leather item.

If you are unsure about using our products on your leather item, we recommend conducting a patch test on a small, inconspicuous area or consulting with a leather care professional.

Our leather strap extender can take up to 5 weeks for delivery from Bali.

If we’re offering a gift with purchase, this will automatically be added to your cart once you meet the promotion’s criteria – like adding a specific item to your cart or reaching a certain spending threshold. Please note that if you return an item that came with a free gift, the free gift must also be returned. Free gifts cannot be exchanged for a different color or item.

As a small business with limited stock available, we are unfortunately not able to apply discounts retroactively after a sale has ended. However, if you’ve preordered an item that hasn’t shipped by the time an offer or sale goes live, email us at customerhappiness@mandrn.com and we’ll review individually. 

Any items purchased during our Black Friday and holiday sales are final sale, and not eligible for exchanges, refunds or store credit. For any items purchased outside of our Black Friday and holiday sales, our standard 1-month exchange window applies from the date of purchase.

Any items that are already discounted before applying the Black Friday or holiday sale discount codes are also final sale. These items are not eligible for returns, exchanges or store credit.

Holiday sale discounts vary between products and are valid from November 5th, 2024 at 00:00 (PST) until December 31st, 2024 at 23:59 (PST). Please note that all sale items are final sale and cannot be returned or exchanged. T&Cs apply.

To make sure your gifts arrive under the tree by December 24th, we recommend placing your holiday orders by no later than these dates:

US/domestic holiday orders: 

• With standard shipping: Wednesday, December 11th.
• With express shipping: Monday, December 16th.

International holiday orders:

• With standard shipping: Wednesday, December 9th.
• With express shipping: Friday, December 13th.

So everyone can spend time enjoying the holidays, our customer service team will be offline on December 24th, December 25th and January 1st. Thanks for understanding!

As a small business with limited stock available, we are not able to apply holiday discounts retroactively after a sale has ended. 

Please note, you cannot combine discount codes. One code may be used per purchase! Thank you for supporting our small business!

All mystery gifts are human-touched pieces that’ve either been returned unused, or lightly altered during the hand-crafting process. Since they look great and work perfectly, we still sell them (just at slightly lower prices) but they are all final sale.

No, mystery products are final sale and cannot be returned or exchanged.

NOV 28-DEC 1: BLACK FRIDAY WEEKEND SALE
20-60% off everything

Get ready for unbeatable deals—and exclusive gifts when you spend more!

• Spend $250: Free Mystery Remy (value $169-$189)
• Spend $350: Free Mystery Atlas (value $189-$220)
• Spend $450: Free Mystery Atlas & Accessory Bundle (value $220+ in mixed colors)
  

DEC 2-DEC 3: CYBER MONDAY SALE
20-65% off everything + Free MANDRN Canvas Tote Bag

And the same amazing free-gift offers:

• Spend $250: Free Mystery Remy
• Spend $350: Free Mystery Atlas
• Spend $450: Free Mystery Atlas & Accessory Bundle
  Mystery Bundle Details

All Mystery items are carefully selected—styles and colors are a surprise!

All sales, including Mystery Bundles, are final with no returns or exchanges. Small marks or imperfections? Just part of the charm!

Thanks for joining us in the thrill of the unexpected!

You can reach the team through our Customer Happiness portal from 1:00pm – 8:00pm (PST) Monday through Friday. The rest of the MANDRN team is spread out around the world, but we’ll always aim to respond to customer emails within 48 hours (not including weekends). 

We do! You can register to become a wholesale partner right here on our website. Once our team reviews and approves your wholesale stockist request, you can shop freely for your store at wholesale prices.

We rarely discount, but when we do, we like to keep it a surprise. The best way to get updates on our sales is through following us on Instagram or TikTok, and subscribing to our email or VIP SMS lists. That’s where we’ll share any upcoming sales or special offers first (and give you the chance to get first dibs). 

We love hearing from influencers, content creators and potential partners. If you’d like to connect, email marketing@mandrn.com telling us a bit about who you are and what you have in mind.

Chat with our team by clicking the chat bubble in the bottom left corner of our website, or email customerhappiness@mandrn.com letting us know how we can help. You can also fill out the form on our Contact page here.