FAQ

Product Questions

Have a question about a Barchello product, or need more information on any of your Barchello gear? The answer is probably here! 

Leather Cases

What is the warranty policy for the Full Wrap Leather Case?
    Barchello offers a 2 year limited warranty on all of our products. This warranty covers any manufacturing or workmanship defects but does not cover damages. Leather is a natural material and is therefore subject to change over time with daily use and wear. Changes in the color and texture should not be considered a flaw but inherent to the elegance of the leather. These changes in the color of the leather and signs of wear are normal. While occasional exposure to water is not an issue, discoloration may result if exposed to water. Cosmetic issues that were not caused by the manufacturing process will not be considered for returns. 
    How protective is Leather Case?
      The Leather Case is screen edge protected and supported by a high-strength polycarbonate frame, both of which will help protect your phone in the event of a small drop. However, this case was specifically designed as a fashion piece and not as a rugged item. We want to help you protect your device, but any drop, no matter how small, may cause damage and there is no specific level of drop protection that we can guarantee for this particular Barcello item.
      Leather Case does not fit my phone
        Our leather products are made from 100% natural leather. And just like a good pair of shoes, our leather cases may need a short break in period. Once you place the case on your phone, if you notice the buttons are tight, just give the phone a few squeezes on the button locations to loosen up the leather. Try squishing the case on and around your phone to "compress" the leather case and "mold" it to your phone. We have find that this is the most effective method for alleviating any tightness of the Leather Case.
        What material is the case made of?
          The outer part of the case is made with 100% American leather. The inside of the case is lined with a thin micro fiber material.

          Leather Straps

          Will Barchello straps fit my S4 Apple Watch?

            I have a S4 44MM Apple Watch:

            The 42/44MM strap will fit your 44MM Series 4 Apple Watch. For Series 4, Apple increased the size of the display of this watch to 44M, but the area that the lugs of the strap attach to has remained the same at 42MM. All of our 42MM straps are compatible with both S1/2/3 42MM Apple Watch and S4 44MM Apple Watch.

            I have a S4 40MM Apple Watch:

            The 38/40MM strap will fit your 40MM Series 4 Apple Watch. For Series 4, Apple increased the size of the display of this watch to 40M, but the area that the lugs of the strap attach to has remained the same at 38MM. All of our 38MM straps are compatible with both S1/2/3 38MM Apple Watch and S4 40MM Apple Watch.
            How should I care for my leather Strap?

              The leather will look worn in and weathered (in a very good way) in time. A gentle, damp cloth can help clean it, but we don't recommend fully submerging Strap. Untreated leather will patina quicker than treated leathers, and leather conditioner will only darken the strap quicker.

               

              How do I install my leather strap?
                Installing your Strap is simple. First, flip the watch upside down to expose the push-release buttons on the underside of the watch. Push the button and slide the lug out of the Watch body. Insert your Barchello Strap into the lug port. The buckle side of the Strap should be oriented upwards, near the watch crown, with the holed side oriented downwards. 
                Will sweat ruin my Strap for Apple Watch?
                  Sweat will slightly change the color, similar to how it does already over time. This is a normal patina. (And arguably in a very positive way!) 



                  Order Support

                  Need to return something or wondering why your order is stuck  We have the answer here.

                  Shipping

                  How long does international shipping take?
                    International orders can take between 1 and 6 weeks for delivery. Note, there is no tracking movement after the order leaves the US. International shipping normally takes 7-21 working days. In cases where customs processing is slow, delivery can take up to 6 weeks. Please note that battery products usually take much longer to make it through customs and can often times take the full 6 weeks to be delivered.
                    How long does domestic shipping take?

                      Standard shipments are shipped with USPS and usually reach their destination in 3-7 business days, but occasionally take longer if the carrier is experiencing unexpected delays. Orders require +1 day to process.

                      Expedited shipments are shipped with FedEx and usually reach their destination in 2-3 business days, but can occasionally take longer if the carrier is experiencing unexpected delays. Orders received after 10am Pacific Time require +1 day to process. Orders received on Friday after 10am may not ship until the following Monday.

                      *Orders placed on Saturday or Sunday will be shipped on the following business day.*

                       

                      Why is my package still in the 'Pre-shipment' phase?

                        If we have notified you that your order has shipped via a shipping confirmation email complete with a tracking number, but there has been no movement with the tracking information within 2 business days, then there is an issue with the shipment of your order. The package may not have been successfully handed off to the mail carrier. 

                        On our end, it appears the package shipped successfully until further information is presented by you, so if you believe a shipment error was made, you're probably right! In this case, please reach out to us via email with your order number and the tracking number that you received.

                        Our Customer Support Team can be reached directly at support@cosmexp.com.

                         

                        Returns

                        What is the return / warranty policy?

                          Refund and Return Policy

                          If you're not totally satisfied with your purchase, you can return your item(s) for free within 90 days for a full refund (not including the original shipping fee) as long as the item is in new, unused condition and the original packaging is intact. We cannot guarantee that your item will be accepted for a refund or exchange if it does not meet these requirements.

                          Warranty Policy

                          We offer a 2-year limited warranty for all Barchello products with the exception of our cables, for which we offer a 5-year warranty. Both warranties cover any manufacturing or workmanship defects but do not cover damages that may have resulted from normal wear and tear, misuse/abuse or modification of the product.

                           

                          When will I receive my refund?

                            Domestic Returns:

                            Please allow 1-2 weeks from the returned ship date for your account to be credited. If you paid with a credit card, please allow an additional 2-3 business days for the funds to arrive in your account after the refund has been issued. If you have not been credited with your refund within 2 weeks of your return shipment, please follow up with support@cosmexp.com.

                            International Returns:

                            We cannot accept international returns at this time.

                             

                            How can I return or exchange an item?

                              If you would like to return an item that you suspect is defective, please please contact support@cosmexp.com to submit a warranty claim. We will issue a replacement or store credit for approved warranty requests. The defective item may need to be returned to us in some cases.

                              All discounted items or items found in the Outlet Sale are final sale and are not valid for returns. Used items or items without original packaging in tact will not be accepted for returns since they cannot be restocked at our warehouse. All returned items are inspected upon return. Any items in this condition that are sent to our returns address will be shipped back to you.

                              If you have any issues or questions, please contact support@cosmexp.com.

                               

                              Ordering

                              How do I find my order status?

                                You'll be directed to your order history page, where all of your past and current orders will show up. Click on the order number for more information on its current status. If the order has been assigned a tracking number, that will also be included on this page.

                                 

                                How can I change my order?
                                  After an order has been placed, you will not be able to edit your order.

                                  Orders tend to ship the same day so once an order is placed, there is no guarantee we will be able to update your order before it ships. Please double check all information before confirming your order.

                                  Once shipped, it is impossible for us to change anything about your order or cancel your order.  Thank you for understanding.

                                   

                                  How do I cancel my order?
                                    If you would like to cancel your order, please send an email to support@cosmexp.com with the word "cancel" as well as your order number in the subject line. We will respond to cancellation requests during the business hours of CET 9am-5pm. We are not able to cancel or change any part of an order once it has shipped from our warehouse.