Custom Products FAQ's

1. What is a custom product?
A custom product is a piece of work that results from the exclusive Vaja Customization service. This allows you to build the product by selecting among numerous options according to your personal needs. Our master artisans will then handicraft your exact request making your own creation real.

2. What features can be required for custom products?
Each specific design allows certain features to be either included or removed from the final product. All these features are listed in each model’s customization chart; any other option that is not included there is not viable since it may not be compatible with such design.

3. Why does the manufacturing process take about 20 days?
Each customized product is specially handcrafted for the customer who requires it. All of our products are handmade by a group of craftsmen specially selected for this purpose. There are many stages involved in the customization process: leather selection and special arrangement according to the model and features selected, case molding and assembling, finishing, quality and functionality testing. Attention to even the smallest details is always present in each of these steps. This special handmade work is reflected in the time frame set for custom cases. This frame may vary according to demand.

4. Do prices listed in the site include shipping fee?
The shipping is charged separately and varies according to shipping destination and number of items ordered.

5. How do I know the status of my order and tracking information?
To get an update on your purchase, you can contact us to orders@vajacases.com and we will provide an immediate reply. Once the order has been released from production and is ready to ship, you will receive the corresponding tracking information to the e-mail you have provided when submitted. Bear in mind that shipping time will vary according to the shipping location.

6. When is my order charged?
Orders are charged within one business day after it was placed. The reason we charge credit cards before starting handicraft process, is that custom items are produced especially following your requirements, pertaining exclusively to you and no one else.

7. Which leathers can be personalized? How is this process carried out?
Most of our leathers can be personalized, but there are some exceptions which due to their texture or pattern, name and logo embossing turns completely illegible; this is why some combinations do not provide the personalization option in their customization charts directly.
To personalize our leather we use laser technology, which does not use any ink at all; it just engraves the leather by heat and the resulting tone will depend on the leather combination selected. The only font available for this method is Avenir-Medium 12. In case you choose the Embossed Logo option, known also as Graphic Personalization, be so kind as to e-mail it in a .jpg, tiff, psd or bmp file to orders@vajacases.com.
To get this option applied to your product, please make sure you click the “Text Personalization” or “Embossed Logo” check boxes before typing the name or providing the logo attachment respectively. Otherwise, our system will not consider this feature applicable to your product, no matter a name is written.

8. Can I cancel or make changes in my order?
If, after reviewing your custom order confirmation email, you want to cancel it, or need to make any modifications, you must notify us within 24 hours of entering the order to customercare@vajacases.com. We cannot accept any changes or cancellations after this timeframe because the product will already have begun handicraft process. Please note that any modification requests made during the acceptable 24 hour period will only be viable as long as the new option is listed on our site and the selected product design itself allows for it.

9. Can I return or exchange a Custom product?
Custom products cannot be either returned or exchanged. Once the product enters the first manufacturing step, it belongs exclusively to the customer who ordered it, i.e. the customer is the actual owner of the product even though it has not been shipped yet. These products are handcrafted by unit and this process is complex; there is no pattern fixed beforehand and each particular product will have its own design according to the special features selected by each customer.