Client Help

Frequently Asked Questions

About Ghurka

Where are Ghurka products manufactured?

Over the years, we’ve built long-standing relationships with our production partners, each one rooted in trust and a commitment to excellence.

80% Ghurka deigns are manufactured in the USA. We continue to expand our manufacting in the US, with new partners in both New York and Michigan.

Around the world, you’ll find more skilled artisans that we are proud to call our production partners. In the hills of Florence, Italy, a number of women’s handbags and select silhouettes are woven together with our Ghurka heritage look. And in Ubrique, Spain, a town with hundreds of years of leather craftsmanship as its legacy, our wallets and other small leather goods come to life.

For more information on specific items, please contact Ghurka Customer Service at 1-833-782-6062 or customerservice@ghurka.com

Why is Ghurka Leather Special?

We are craftspeople, with a passion for leather.  Producing high-quality full-grain leather begins with acquiring the best raw materials. We source only the finest hides from an Italian tannery that specializes in European cow hides. We then tan the hides using sustainable-tan processes, and the final products are manufactured with both heart and diligence by our artisan craftsmen in the USA and Europe.

Ghurka bags are built with longevity in mind.

Ordering and Shipping

How do I know the size of a product?

You can find the dimensions of each product listed under “Product Specifications” on the product detail pages within the website. Here is a link to a product detail page for example purposes: https://ghurka.com/collections/handbag/products/rover-no-66-vintage-chestnut-leather

When does my order ship and will I receive a tracking number?

We strive to pack and ship orders
that are placed prior to 3:00pm EST on the same business day;
all orders placed thereafter will be processed the following business day.

Business days are Monday through
Friday, excluding national holidays. All confirmed orders ship via UPS
within 48-72 hours depending on whether or not monogramming has been requested.

Once the item ships, you will be
emailed a shipping confirmation along with a tracking number for your
reference. If your item is being personalized with a monogram it may take 2-3
business days to ship.

Will I be charged for shipping and who is responsible for delivering my order?

Ghurka is proud to offer free
ground shipping on all domestic orders and access to other expedited shipping.

Orders are shipped via all major
carriers, but most often through UPS. You may request expedited shipping during the check-out process; however, you may incur shipping charges. For weekend deliveries there may be an additional charge.

To estimate the total delivery time for your purchase, please add order processing time (same day or next business day) together with the time indicated by your preferred shipping method (i.e. ground, next day, two day).

Due to possible delays with our
shipping carriers, there may be a delay in receiving your order. We apologize for any inconvenience and appreciate your understanding. We are committed to delivering your orders as soon as possible! 
For the most up-to-date delivery information once your order has been shipped, please refer to the tracking information in your shipping confirmation email.

Can I change the shipping address on my order?

Yes, but you will need to contact
our customer service team as soon as possible as we need to notify our shipping team.  Please call our customer service department anytime between the hours of 9-6pm EST Monday through Friday, excluding holidays, at 833-782-6062.

Can I place my order over the phone?

Yes, our customer service team
would be delighted to hear from you. Please call our customer service
department anytime between the hours of 9-6pm EST Monday through Friday, excluding holidays, at 1-833-782-6062.

Can I cancel or modify my order?

If you need to cancel or modify
your order for any reason, please promptly contact our Client Services
Specialist at 833-782-6062.

International Orders

What countries/regions are eligible for international orders?

We can ship to most countries and territories across the globe. All applicable countries can be found on our checkout page.

How do I place an international order?

To place an international order, click the option to check out once you have added the items you would like to your cart. Select the Country/Region you are located in. You will then be asked to click “OK” to proceed to international checkout. From there, use the drop-down menu to select what country you would like your order shipped to. Our website will redirect you to a page where you will then enter your shipping information.

In which currency will my international order be charged?

The value of the order will be charged in the currency of the country/region you are billing/shipping to.

Will I be charged taxes and duties?

The shipping costs provided includes all import duties, taxes, and applicable fees. Please note that
shipping, taxes, duties, and applicable fees are nonrefundable. International shipments are subject to customs clearance procedures, which can cause delays beyond the original delivery estimates.

Payments

What forms of payment do you accept?

For your convenience, Ghurka accepts a wide variety of payment methods to make your shopping experience as seamless as possible. This includes all major credit cards (Visa, Mastercard, American Express, Discover, JCB, Diners Club), and personalized, alternate payment processors Apple Pay, Google Pay, PayPal and Amazon Pay. For those seeking longer term payment options, Ghurka is a proud partner with Affirm (learn morehere). For international sales, any applicable tax and/or duties required by your country of origin will be collected and submitted on your behalf at the point of sale.

What is Affirm?

Affirm is a third-party company that allows you to pay for most items on Ghurka.com through flexible financing over time. The short application process requires providing some personal information—either through the pre-qualify link or at checkout. In most instances, you will receive an immediate decision on your eligibility to purchase with payments over 3, 6, 12, 18 or 24 months. Please note that when choosing to use Affirm, for any payment questions or concerns, you must contact Affirm directly.

Can I use two credit cards to pay for my purchase?

Unfortunately, we do not accept multiple credit cards at checkout. However, you can apply a Ghurka gift card to your payment in addition to your credit card.

Exchanges and Returns

What is your return policy?

We want you to be confident in your Ghurka purchase. If you are not, we offer free domestic returns and exchanges. You have 30 days from the date of purchase to request a return or exchange. We kindly ask that once a return or exchange is requested, you send the product back within 10 business days.

Return or exchange requests received after 30 days will result in store credit.

- Your order must be returned in the original packaging, including the dust bag.

- Product must be unused and show no signs of use or damage.

- Personalized products, custom orders, gift cards, and items marked “Final Sale” are not eligible for return or exchange.

- All returns and exchanges will be processed within 2 business days after being received and checked by our team.

- During the holiday, we are happy to offer an extended return window. Orders placed on or after November 16th, 2022, will have until January 13th, 2023 to return or exchange product.

At our sole discretion, Ghurka reserves the right to refuse the return or exchange of any merchandise that does not meet the requirements set forth in the terms and conditions of the Returns & Exchanges policy above.

To start a return, or for any additional questions, please call our Client Services Specialist at 833-782-6062, text at 212-826-8300, or email at customerservice@ghurka.com

How long does it take for me to receive my refund?

All returns will be processed within 3 business days after being received and checked by our team. Once the return is processed on our end, it can take 3-5 business days for your credit to appear. This time frame is dependent on your financial institution.

My item was a gift but I would like to pick out something different.

When receiving a Ghurka product as a gift, you may exchange or receive a Ghurka credit for your item if it is returned (see return policy) within 45 days of the purchase, is not a final sale item, or customized with a monogram.

Warranty and Repairs

What is your warranty policy?

We take pride in our quality craftsmanship as well as the care and detail that goes into the production of our product. Your Ghurka product is covered under warranty for a period of 1 year from the date of purchase. This warranty protects against any manufacturer defect. If a repair is deemed a manufacturer defect within 1 year of purchase, Ghurka is happy to repair of the defective product free of charge.

Our warranty does not cover…

- Loss, theft, or other causes beyond our control

- Damages resulting from improper use or accidents (such as scratching, staining, etc.)

- Damages due to normal wear and tear

- Items outside of the one-year policy

- Second hand items or items purchased from a third-party reseller

If you are within your warranty time period and you feel that the issue with your item is due to a manufacturer defect, please submit the repair request form below. Once submitted, our team will carefully assess your inquiry to confirm whether or not your item is covered under warranty within 3-5 business days of your submission date.

If you are outside of the warranty period and would like to get your bag repaired, we may be able to repair your item for a cost. Please fill out our repair request form to have your item assessed. We will reach out to you with a cost estimate and next steps within 3-5 business days.

Once your repairs are complete, we will ship the item back to you.

Although we do not anticipate any issues, please reach out to us within 1 week of receiving your item if you feel that the repair was not as expected.

How do I go about sending my bag in for repair?

Please fill out the repair form here. Be sure to submit photos of your item so we can assess your repair accordingly. From there, our repair team will reach out to you within three to five business days via email.

Our team of highly skilled craftsmen and craftswomen have repaired bags for the past 40 years. We are always willing to assess a damaged, worn, misused, etc. bag that might not be covered under warranty but we can still fix for a fee. Once we have completed the assessment we will let you know the costs prior to repairing the item.

Monogramming

Can I return a monogrammed product?

Once an item is personalized it is no longer eligible to be returned or exchanged.

How do I know which pieces can be monogrammed?

When clicking on any item on our website, you will see a section that says “customize”. If an item can be monogrammed, there will be an option you can click that says, “Add Monogram”.


If you would like more information on placement and sizing our customer service team can help provide more information.

Product Care

How should I store my Ghurka?

Each product comes with either a branded box, or a dust bag. To keep your bag in top condition, we strongly advise storing your product in the packaging it was received in when not in use.

How do I clean my Ghurka product?

LEATHER

We always recommend using our Ghurka Leather Care Formula to condition and clean your leather bag. For surface dirt, simply wipe clean with a damp cloth. For minor scuffs, use Ghurka Leather Care Formula as a cleaner and conditioner. Apply a small amount onto a clean, dry cloth and rub gently into the leather, evenly coating a complete section or panel of the product in order to achieve a uniform result. When dry, gently buff the leather with a clean, dry cloth.

Never machine wash or dry-clean. 

Do not leave the bag in direct sunlight for long periods of time.

TWILL

Ghurka twill can typically be cleaned with a mild solution of color-free laundry detergent and warm water. Mix one teaspoon of detergent to each pint of water. Dampen a clean white cloth with solution and blot the affected and surrounding area. Never scrub or brush a singular spot on your bag because this may cause irregular discoloring. It is always best to clean a complete section of the product to achieve a uniform appearance. All stains should be treated immediately.

Never machine wash or dry-clean. 

Do not leave the bag in direct sunlight for long periods of time. Ghurka twill is water resistant.

Ghurka Leather Care can be used on the leather details of your twill bag. However, please take special care not to apply any solution to the twill as this can cause discoloration.

HARDWARE

The hardware on your bag was custom made of either solid brass or solid nickel metal, and was chosen to compliment the article of leather used for your bag. With use, both our brass and our nickel hardware will develop a more worn and understated look.  If you want to clean it or prefer a shiny appearance, please use a good quality polish, and take special care not to apply any to the twill or leather as this can cause discoloration.

How often should you use Leathercare?

Typically, leather only needs treatment a couple of times each year. If you are an adventurer and your bag must last under the most extreme conditions, it is advisable to condition your bag three or four times each year. If your bag gets wet or rained on, always apply conditioner before allowing the bag to dry out.

Our specially formulated conditioner protects and preserves your Ghurka leather goods. Maintain your favorite designer leather carry-on bags, duffel bags, wallets, and other accessories regularly to ensure soft, supple leather for the lifetime of your Ghurka collection.

Shop Leathercare Here.

What if my bag needs a repair?

Your Ghurka product is covered under warranty for a period of 1 year from the date of purchase. If you are outside of the warranty period and would like to get your bag repaired, we may be able to repair your item for a cost. Please refer to our Warranty Policy for more information.

My Account

What do I do if I have forgotten my password?

Please contact us at 1-833-782-6062 or customerservice@ghurka.comand we will be more than happy to assist you with changing your password.

Still have questions?

Have questions about your order, or a general enquiry?