FAQs

Last Updated: May 2024

About Coyzoon

Who is Coyzoon?
Coyzoon is an artisan brand founded on July 17, 2022, specializing in premium handmade leather accessories. Based in Shenzhen, China, we combine traditional leathercraft techniques with modern design to create durable and stylish wallets, bags, and accessories, which we ship directly to customers worldwide, with a primary focus on the USA.

What makes Coyzoon leather accessories unique?
Each Coyzoon product is handcrafted, meaning no two pieces are exactly identical. We select high-quality full-grain and top-grain leathers for their natural character and longevity. This dedication to craftsmanship, from our founding to today, ensures every accessory is not just an item but a testament to enduring quality and artisanal skill.

Where is Coyzoon located?
Our design, workshop, and warehouse operations are centrally located at: Room 1203, 12th Floor, Zhenqian Mansion, Gongye Road, Longhua Street, Longhua District, Shenzhen City, Guangdong Province, China 518110. This integrated facility allows us to maintain strict quality control and efficient global shipping.

Orders & Payment

What payment methods do you accept?
We accept all major payment methods for your convenience: PayPal, Visa, Mastercard, Maestro, American Express, JCB, Diners Club, and Discover. All transactions are securely processed through PCI-DSS compliant gateways.

When will my credit card be charged?
Your card is authorized for the order amount at the time of purchase. The charge is formally captured and processed once your order has been verified and prepared for shipment from our warehouse, typically within 1-2 business days.

What is your order cut-off time?
To have your order processed on the same business day, please place it before 5:00 PM (GMT-06:00) Central Standard Time (Chicago). Orders placed after this time will be processed on the next available business day (Monday-Friday).

Shipping & Delivery

Where do you ship from?
All Coyzoon orders are shipped directly from our warehouse in Shenzhen, China, via reliable international carriers.

What are your shipping timeframes?

  • Processing: 1-2 business days (Mon-Fri).
  • Transit: 7-12 business days.
  • Total Estimated Delivery: 8-14 business days to destinations in the USA. Please note these are estimates, and delays in customs or carrier networks can occasionally occur.

Do you offer free shipping?
Yes, we provide free standard shipping on all orders to the United States.

Will I have to pay customs or import duties?
For international shipments, including to the USA, local customs authorities may levy import duties and taxes. These fees are the responsibility of the customer upon arrival, as determined by the laws of the destination country. Coyzoon does not collect or control these charges.

How can I track my order?
Once your order ships, you will receive a shipping confirmation email containing your tracking number and a link to monitor your package’s journey.

Returns, Exchanges & Refunds

What is your return policy?
We offer a 30-day return policy from the date of delivery for items in new, unused condition with original packaging and tags. All returns must be pre-approved by our support team. Personalized items are final sale.

How do I start a return or exchange?
Please contact our support team first via email (support@coyzoon.com), phone, contact form, or live chat. We will provide a Return Authorization and instructions. Do not ship items back without approval.

Who pays for return shipping?
For changes of mind or non-defective returns, the customer is responsible for return shipping costs to our facility in China. We cover all return shipping costs if the item is defective or we made an error.

Are there any restocking fees?
No, we do not charge any restocking fees for returns that meet our policy conditions.

How long do refunds take?
Once we receive and inspect your return at our Shenzhen warehouse, we process refunds within 5 business days. The refund will be issued to your original payment method. Please allow additional time for your bank or payment provider to post the credit.

Do you offer exchanges?
Yes. Please initiate a return as described above and specify you would like an exchange. Once the original item is received and approved, we will ship the new item to you.

Product & Care

How should I care for my handmade leather accessory?
Genuine leather develops a beautiful patina over time. To care for it, keep it clean and dry. Use a soft, dry cloth for dust. For deeper cleaning or conditioning, use products specifically designed for the type of leather (e.g., full-grain). Avoid prolonged exposure to direct sunlight and moisture.

What if my item arrives damaged or defective?
Please contact our support team within 48 hours of delivery with photos/video of the damage and packaging. We will arrange a prepaid return label and expedite a replacement or full refund at no cost to you.

Contact & Support

How can I contact Coyzoon customer service?
Our dedicated team is here to help. You can reach us via:

  • Email: support@coyzoon.com
  • Phone: +86 755 2814 5678
  • Live Chat: Available via the chat app on our website.
  • Office Mail: Room 1203, 12th Floor, Zhenqian Mansion, Gongye Road, Longhua Street, Longhua District, Shenzhen City, Guangdong Province, China 518110.

What are your customer support hours?
Our support team is available Monday through Friday, from 9:00 AM to 5:00 PM Central Standard Time (GMT-06:00, Chicago). We aim to respond to all inquiries within one business day.