Custom Order Policy

Last updated: August 29, 2026

Overview

Cielo Leather offers custom, personalized, bespoke, and made-to-measure leather products for customers looking for a product tailored to their individual requirements.

This Custom Order Policy explains how custom orders are requested, reviewed, confirmed, produced, modified, shipped, and handled after delivery.

By placing a custom or made-to-measure order with Cielo Leather, you agree to the conditions described in this policy.

Section 1 — What Is Considered a Custom Order?

A custom order may include a product made or modified according to individual customer requirements.

Customization may include:

• Made-to-measure sizing
• Custom body measurements
• Leather type
• Leather color
• Product color
• Lining
• Hardware
• Zippers
• Pockets
• Product length
• Fit
• Design details
• Personalized features
• Changes to an existing Cielo Leather design
• A product developed using a customer-provided reference image

Not every customization request will necessarily be possible.

Our team will review the requirements before confirming whether the requested product can be produced.

Section 2 — How to Request a Custom Order

Customers interested in a custom product may contact Cielo Leather and provide information such as:

• The type of product required
• Reference images where applicable
• Preferred color
• Preferred leather
• Desired design details
• Size or body measurements
• Fit preference
• Any specific customization requirements

The more complete and accurate the information provided, the easier it is for our team to understand and assess your request.

For custom-order inquiries, contact: info@cieloleather.com

Section 3 — Reference Images & Inspiration

Customers may provide photographs or other visual references to help explain the style or design they would like.

Reference images may help us understand the requested:

• Shape
• Style
• Fit
• Construction
• Color
• Design details
• Overall appearance

A reference image does not necessarily guarantee an exact identical reproduction.

Differences may occur because of:

• Leather availability
• Hardware availability
• Construction requirements
• Product functionality
• Customer measurements
• Natural leather characteristics
• Technical production limitations

Where necessary, our team may recommend reasonable adjustments to the requested design.

Section 4 — Custom Order Review

Before production begins, Cielo Leather may review the customer's:

• Design requirements
• Measurements
• Reference images
• Material preferences
• Color preferences
• Customization details
• Production feasibility

If additional information is required, we may contact the customer before production begins.

Production may be delayed if required information or confirmation has not been received.

Section 5 — Custom Order Pricing

Custom-order pricing may differ from the price of a standard product.

The final price may depend on factors including:

• Product design
• Leather type
• Material requirements
• Level of customization
• Hardware
• Construction complexity
• Measurements
• Additional requested features

Where a custom price is required, the applicable price and payment requirements will be communicated before the custom order enters production.

Section 6 — Customer Measurements

Customers ordering made-to-measure products are responsible for providing complete and accurate measurements.

Measurements should be taken carefully according to the instructions provided by Cielo Leather.

Customers should not intentionally add or subtract extra inches from their measurements unless specifically instructed to do so.

If we believe a measurement appears unusual or inconsistent, we may contact the customer for confirmation.

However, customers remain responsible for the accuracy of the measurements they provide.

Cielo Leather cannot guarantee the intended fit if measurements provided by the customer are inaccurate, incomplete, or incorrectly taken.

Section 7 — Measurement Confirmation

Where measurement clarification is required, production may be placed on hold until the customer responds.

Customers should carefully review any measurements or specifications that are confirmed before production.

Once production has started based on confirmed measurements, significant changes may no longer be possible.

Section 8 — Design & Specification Confirmation

Customers are responsible for carefully reviewing the customization details provided before production begins.

These may include:

• Size
• Measurements
• Color
• Leather
• Hardware
• Lining
• Pockets
• Zippers
• Product length
• Design details
• Other requested features

Once a custom order has entered production, changes may be limited or unavailable.

Section 9 — Changes to a Custom Order

If you need to change any part of your custom order, contact us as soon as possible.

We will make reasonable efforts to accommodate requested changes where production has not progressed too far.

However, once materials have been prepared, cut, customized, or assembled, requested changes may no longer be possible.

Certain changes requested after production begins may result in:

• Additional production time
• Additional material requirements
• Additional charges

Any applicable changes or additional charges will be discussed before proceeding.

Section 10 — Production Time

Custom and made-to-measure products generally require approximately 1–2 weeks for production and dispatch.

Production time may vary depending on:

• Complexity of the design
• Level of customization
• Measurement confirmation
• Material availability
• Additional customer requests
• Order volume

The 1–2 week timeframe is an estimate and is not a guaranteed completion date.

If additional information is required from the customer, production may be delayed until the necessary confirmation is received.

Section 11 — Delivery Time

Production time and delivery transit time are separate.

Once a custom order has been completed and dispatched, delivery within the USA generally takes approximately 3–7 business days, depending on the shipping destination and courier service.

Delivery estimates are provided in good faith but are not guaranteed.

Additional shipping information is covered by our Shipping & Delivery Policy.

Section 12 — Free Shipping

Cielo Leather offers free shipping across the USA on eligible orders where stated on our website.

Custom orders are delivered to the shipping address provided by the customer.

Cielo Leather does not operate a customer-facing physical retail store, showroom, or pickup location.

Section 13 — Custom Order Cancellations

Custom products may enter production after the necessary measurements, design details, and specifications have been confirmed.

If you wish to cancel a custom order, contact us as soon as possible.

Cancellation requests are not guaranteed.

Once production has started, cancellation may no longer be possible because materials, labor, and production resources may already have been committed specifically to your order.

Section 14 — Custom Order Returns

Custom, bespoke, personalized, and made-to-measure products are created specifically according to individual customer requirements.

For this reason, they are generally not eligible for standard returns, refunds, or exchanges due to a change of mind, personal preference, or customer-provided sizing errors.

This does not affect situations where the product is genuinely faulty, incorrectly produced compared with the confirmed order, or subject to rights that cannot legally be excluded.

Section 15 — Alterations

If a made-to-measure product has a fitting concern, the customer should submit a request for review.

Custom and made-to-measure products may be eligible for alteration, depending on the circumstances.

Customers may be asked to provide:

• Order number
• Description of the issue
• Photographs
• Updated measurements
• Details of the affected area

If an issue resulted from inaccurate measurements supplied by the customer, alteration or shipping costs may apply.

If Cielo Leather produced the product incorrectly compared with the confirmed specifications, we will review the matter and provide an appropriate solution.

Further information is covered in our Returns & Cancellation Policy.

Section 16 — Wrong or Defective Custom Products

Please contact us if your custom product arrives with:

• A manufacturing defect
• A design error compared with the confirmed order
• Incorrect customization
• Incorrect confirmed specifications
• Significant delivery damage

Please contact us as soon as reasonably possible after receiving the product.

You may be asked to provide clear photographs and your order details so our team can review the issue.

Depending on the circumstances, an appropriate solution may include:

• Alteration
• Repair
• Replacement
• Remaking the affected product
• Refund where appropriate

Section 17 — Natural Leather Variations

Genuine leather is a natural material.

Natural variations may appear in:

• Grain
• Texture
• Tone
• Surface markings
• Creasing
• Leather character

These differences can vary between individual hides and do not necessarily indicate a defect.

Because of this natural variation, a custom product may not have perfectly identical grain or texture throughout every part of the garment.

Section 18 — Color Variations

We make reasonable efforts to represent product colors accurately.

However, actual color may vary slightly because of:

• Screen settings
• Device displays
• Lighting
• Photography
• Leather dye absorption
• Natural differences between hides

Minor color variations should therefore be expected with genuine leather.

Section 19 — Material & Hardware Availability

Certain leather types, colors, linings, zippers, hardware, or other materials may not always be available.

If a requested component becomes unavailable, we may contact the customer to discuss an appropriate alternative before proceeding.

We will not intentionally make a material change to an important customization requirement without appropriate communication.

Section 20 — Customer Response Delays

Custom production may require communication between Cielo Leather and the customer.

If we request confirmation regarding:

• Measurements
• Design
• Color
• Materials
• Fit
• Specifications
• Other customization details

the production timeline may be paused until we receive a response.

Cielo Leather is not responsible for production delays caused by delayed customer responses.

Section 21 — Order Accuracy

Customers are responsible for carefully reviewing the information they provide.

Before submitting or confirming a custom order, please check:

• Measurements
• Contact information
• Shipping address
• Design specifications
• Product details
• Color selection
• Customization requests

If you discover an error, contact us immediately.

Section 22 — Custom Order Expectations

Custom products are individually produced rather than selected as standard mass-produced inventory.

Small construction differences may occasionally be necessary for:

• Fit
• Strength
• Functionality
• Customer measurements
• Material characteristics

Our goal is to follow the confirmed design and specifications while producing a practical, durable, and wearable leather product.

Section 23 — Changes to This Policy

Cielo Leather may update this Custom Order Policy from time to time to reflect changes to:

• Custom-order services
• Production procedures
• Measurement requirements
• Materials
• Shipping arrangements
• Business practices
• Applicable requirements

The latest version will be published on this page together with the updated date.

Section 24 — Contact Us

For questions about custom orders, made-to-measure products, measurements, designs, or customization options, please contact us:

Email: info@cieloleather.com

Website: www.cieloleather.com

When contacting us about an existing custom order, please include your order number whenever possible.