FAQ - Vaja

How does vaja use the information collected?
Vaja use such Personal Information for the following purposes: - for the specific purpose for which it was volunteered ( for example, to purchase a product, to enter a contest, to comment on our products or site etc. ); - to improve the content, appearance and utility of this site; - to track our visitors' use of this site for internal market research or other business purposes; and - to notify our visitors of new updates of this site.
How does Vaja protect visitor information?
Whenever you provide any order information, we use SSL technology to make sure that it is "encrypted," or scrambled, so that no one else can read it while it is being transmitted over the Internet. If you become a member of Vaja, all information (such as your name, address, and email address) is safely stored behind a firewall. Vaja implements a variety of security measures to maintain the safety of your personal information. It's Vaja's policy to maintain all Personal Information as confidential, and it is only accessible by a limited number of employees who have special access rights to such systems.
Can I return my purchase if it doesn't fulfill my expectations?
Should any item fall short of your expectations Vaja will honor a 30-day money back guarantee on all products sold on its website upon receipt. In all cases the refund of the money will NOT include the shipping cost. Under no circumstances will a refund be granted after this time. To apply for this benefit the product should be in the original condition and packaging with no signs of user wear. The credit will be applied once the unused case has been received and checked. In case the retail packaging is not included, a 15% restocking fee will be charged.
Who must I contact in order to arrange for a return?
To arrange for a return, please email Vaja Customer Support at support@vajacases.com to receive a Return Authorization number and the full instructions to return the product and we will send you a prompt refund or exchange, whichever you prefer. You will be responsible for all costs involved in re-shipping the product.
Can I return a purchase made though a reseller?
If you purchased your product through an authorized Vaja reseller or distributor (listed in our website) you may be eligible for a full credit within the reseller/distributor's return policy. You should contact the location where you purchased the product, as return/warranty policies may vary. Vaja cannot accept product returns of products purchased through a reseller or distributor. However if the answer that you receive from our distributors is not satisfactory, please email us and we will analyze the case and help you solve the issue. Vaja warranty will ONLY be applicable if an order number and an invoice from any of the authorized resellers/distributors legitimate the purchase. For items being sent to our Returns Department, please be sure to ship your item by insured, traceable mail. UPS and other carriers offer this service. Please include a note with your address and daytime phone number along with the instructions sent by Customer Service and a copy of your sales receipt or packing slip
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.
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.
Why is there delay in the handicraft process?
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.
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.
How do I know the status of my order and tracking information?
To get an update on your purchase, you can contact us to support@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.
When is my order charged?
Custom orders are charged within one business day after it was placed. The reason we charge credit cards before starting handicraft process, is that custom cases are produced specially following your requirements, pertaining exclusively made to you and no one else.
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 cases we use a laser engraving technique, 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, be so kind as to e-mail it in a .jpg file to support@vajacases.com. To get this option applied to your product, please make sure you click the "Name 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.
Can I cancel or make changes in my Custom order?
If, after reviewing your custom order confirmation email, you want to cancel it or if you need to make any modifications, you must notify us within 24 hours of entering the order to support@vajacases.com. We cannot accept any changes or cancellations after this timeframe because the product will already have begun the handcraft 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 case design itself allows it.
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. Custom products are handcrafted by unit, and this process is more 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.