Shipping Policy

El Desolado is a small independent studio producing ready-made, made-to-order and individually commissioned work. Every order is inspected and carefully packaged before leaving the studio.

The time required to create an item is separate from the time it spends in transit. Please review the processing information below before ordering.

Where We Ship

El Desolado currently ships within the United States.

Limited International shipping to Europe and Asia at this time. Please ask before purchase if you are interested in International shipping.

Ready-Made Pieces

Ready-made items are typically packaged and shipped within 3–5 business days after payment is confirmed.

If an item requires a different processing time, that information will appear in its individual listing.

Made-to-Order Studio Pieces

Made-to-order Studio pieces are typically completed within 2–4 weeks. The estimated production window begins after payment is received and all required options have been confirmed.

Production times may vary based on:

• Item complexity

• Relic selection and integration

• Material availability

• Current studio workload

• Approved custom options

The product listing or order confirmation will provide the best available estimate.

Custom Commissions and Burnwalkers

Custom commissions, Singular Works and made-to-measure Burnwalkers receive an individual production estimate as part of the quote and approval process.

The estimated production period begins only after:

• The required deposit has been received

• Measurements and reference photographs are complete

• Materials and design options are confirmed

• The customer has approved the final design direction

Changes requested after approval may affect both the price and completion date.

Shipping Charges

Shipping charges are calculated at checkout or included in the individual commission quote.

Charges may reflect:

• Package dimensions and weight

• Destination

• Tracking

• Insurance

• Signature confirmation when required

• Protective packing materials

Shipping charges do not include expedited production. Expedited commissions are accepted only when specifically approved in writing.

Tracking and Insurance

Tracking is provided for all shipped orders.

Orders are insured for their purchase value whenever reasonably available through the selected carrier. Signature confirmation may be required for orders valued at $300 or more, custom commissions, Singular Works or other items that cannot easily be replaced.

The customer is responsible for monitoring tracking and arranging timely receipt of packages requiring a signature.

Delivery Estimates

Carrier delivery estimates begin after the package leaves the El Desolado studio. They are estimates rather than guaranteed arrival dates unless a guaranteed service has been purchased and confirmed.

El Desolado is not responsible for carrier delays caused by weather, service interruptions, peak shipping periods or other events outside the studio’s control. We will, however, assist with reasonable carrier inquiries and claims.

Production or Shipping Delays

If we learn that an order cannot ship within the timeframe originally provided, we will contact the customer with a revised estimate.

The customer may choose to accept the revised shipping date or cancel the unshipped order for a prompt refund, as required by applicable law. For partially completed custom work, any refund or cancellation terms will also be governed by the approved commission agreement and applicable law.

Address Accuracy

Customers are responsible for providing a complete and accurate delivery address at checkout.

Please contact us immediately at [customer-service email] if an address correction is needed. We cannot guarantee that an address can be changed after an order has been packaged or transferred to the carrier.

If a package is returned because of an incorrect address, refused delivery or failure to claim the shipment, the customer may be responsible for additional shipping charges before the order is sent again.

We will not redirect a package to a different address after shipment.

Lost Packages

If tracking indicates that a package may be lost, contact us at [customer-service email].

El Desolado will review the tracking information and, when appropriate, initiate an inquiry or insurance claim with the carrier. Carrier investigations can take time, and replacement may not be possible for a one-of-a-kind piece.

Do not file a duplicate carrier claim without coordinating with us, as competing claims may delay resolution.

Damaged Packages

If an order arrives damaged:

1. Photograph the unopened package from multiple angles.

2. Photograph the shipping label.

3. Photograph the packaging materials and the damaged item.

4. Retain the item and all packaging.

5. Contact us within five calendar days of delivery.

These materials may be required for a carrier or insurance claim. Depending on the circumstances and the nature of the piece, El Desolado may offer repair, replacement or refund.

Do not return a damaged item until you receive instructions.

Stolen Packages

If tracking confirms delivery but the package cannot be located, first check:

• Other household members

• Nearby entrances and secure delivery areas

• Neighbors

• The local carrier office

Then contact us. We will help review the available delivery information, although confirmed-delivery theft may require a carrier report or local police report and is not always eligible for replacement or refund.

Local Pickup

Local pickup may be available by prior arrangement in [pickup area].

Customers will be contacted when an order is ready. Pickup is by appointment only. Custom-sized pieces may require a brief final fit check.

An order is not considered delivered until it has been transferred directly to the customer or the customer’s authorized representative.

Packaging

Each piece is packaged to protect the leather, hardware, Relics and other artistic elements during transit. Whenever practical, we reuse or select recyclable shipping materials without compromising protection.

Please take care when opening packages. Do not use a knife deeply through the top of the box, as doing so may damage the item inside.

Questions

For questions concerning production status, shipping or delivery, contact:

Email: admin@eldesolado.com Please include: Your name and order number

Returns, Refunds & Cancellations

El Desolado creates handmade leather goods, wearable art and limited works in small quantities. We want you to understand what you are purchasing and to receive a piece that is accurately represented, soundly constructed and unmistakably yours.

Because our offerings include ready-made pieces, made-to-order Studio designs and fully custom work, return eligibility depends on the type of item purchased.

Ready-Made Pieces

Ready-made, nonpersonalized items may be returned within 14 calendar days of confirmed delivery.

To qualify for a return, the item must be:

• Unused and unworn

• Unaltered

• Free from odors, stains, pet hair or other signs of use

• Returned with any included accessories

• Securely packaged in its original packaging when reasonably possible

Please contact us at [customer-service email] before sending a return. Unauthorized returns may not be accepted.

The customer is responsible for return shipping and should use a trackable, adequately insured service. Original shipping charges are nonrefundable unless the item arrived damaged, was materially misrepresented or the wrong item was sent.

Approved refunds will be issued to the original payment method after the returned item has been received and inspected. Please allow [5–10] business days for processing.

Final-Sale Items

The following items are final sale and cannot be returned or exchanged for change of mind:

• Custom commissions

• Made-to-measure Burnwalkers

• Personalized or customer-sized pieces

• Made-to-order items once production has begun

• Studio items customized with a selected Relic

• Pieces with custom colors, hardware, dimensions or structural modifications

• Relics created from a customer-requested image or original design

• Clearance items clearly marked “Final Sale”

Final sale does not eliminate our responsibility to address damage, incorrect fulfillment or a verified construction problem.

Handmade Character

Every El Desolado piece is constructed individually by hand. Natural leather grain, scars, wrinkles, color variation, irregular distressing and subtle differences in stitching or placement are part of the work’s character.

These expected variations are not considered defects when they do not interfere with the item’s intended use or structural integrity. Product photographs and descriptions will identify notable characteristics whenever reasonably possible.

Damaged, Incorrect or Defective Items

Please inspect your order promptly after delivery.

If an item arrives damaged, is not the item ordered or has a suspected workmanship problem, contact us within five calendar days of delivery at [customer-service email]. Include:

• Your order number

• A description of the problem

• Photographs of the item

• Photographs of the packaging if shipping damage is involved

Please retain the item and all packaging until we respond. Depending on the circumstances, El Desolado may offer repair, replacement, alteration or refund. We will provide return instructions and cover reasonable return shipping when the problem resulted from our workmanship, fulfillment error or shipping damage.

Damage caused by ordinary wear, misuse, improper storage, unauthorized alteration, unsuitable cleaning products or failure to follow care instructions is not considered a manufacturing defect.

Fit and Customer Measurements

Custom-sized pieces are created using the measurements and footwear information supplied by the customer.

If a fit problem results from an El Desolado construction error or a failure to follow the confirmed specifications, we will work with the customer to correct it.

Alterations resulting from inaccurate customer measurements, changes in footwear, different clothing layers or changes requested after approval may require additional labor, materials and shipping charges.

Order Cancellations

Ready-made orders may be canceled for a full refund if cancellation is requested before the order has shipped.

Made-to-order and custom orders may be canceled for a full refund only before materials have been committed and work has begun. Once design, material preparation or construction begins, the deposit is nonrefundable and additional completed work may also be chargeable.

If El Desolado must cancel an order, all amounts paid for unfinished work will be refunded.

Custom Deposits

Unless otherwise stated in the individual quote, custom and made-to-measure work requires a 50% deposit before materials are committed or production begins.

Once work begins, the deposit compensates for reserved studio time, design development, materials and work already performed and is therefore nonrefundable, except when El Desolado cancels the project or when otherwise required by law.

The remaining balance must be paid before the completed item is shipped.

Shipping Delays

Ready-made and made-to-order listings will provide an estimated processing or shipping time. Custom completion dates are estimates because material availability, design approval and the nature of handmade construction can affect production.

If we cannot ship within the stated timeframe, we will contact you with a revised estimate and give you the choice to accept the delay or cancel the unshipped order for a prompt refund, as required by applicable law.

Lost or Delayed Packages

If tracking shows unusual delay, loss or damage, contact us so we can review the shipment and work with the carrier.

Customers are responsible for providing a complete and accurate delivery address. Additional shipping charges resulting from an incorrect customer-provided address or an unclaimed package may be billed before reshipment.

Return Authorization

Before returning any item, contact:

Email: admin@eldesolado.com Order information required: Order number, purchaser’s name and reason for the request

Do not return an item without receiving instructions. Returns sent to an incorrect address or without adequate tracking may delay or prevent processing.

Nothing in this policy limits any rights or remedies that cannot legally be waived under applicable law.