FAQ
Frequently Asked Questions
SERVICES
What is the normal turnaround time for a service?
Most services take roughly 4 weeks to complete once a shipment has been received but occasionally, we are able to group similar items to speed up the process!
Can you expedite services?
We do not offer any formal type of rush service, but based on availability and with enough notice, we may be able to accommodate specific deadlines.
Will the texture of my bag change after pigments have been applied?
Pigments can come with a compromise in texture, but we do everything we can to minimize it. The amount of texture change that can be expected depends on the color, severity of wear/staining, and how soft/supple the leather was to begin with. We always work in an “as needed” way with the goal of feathering out to no pigment wherever possible, so even in cases of widespread wear and discoloration, the entire item would not receive the same amount of pigment. Texture compromise is usually noticed as a loss of suppleness and dryness in the leather or, in cases of very severe wear, a somewhat rough feeling.
How long does a spa service last?
Just like with a new purchase, how long an item remains in good condition depends entirely on use and storage. We see items every week that have become scuffed or stained the day after leaving the boutique! Our services cannot prevent new damage from forming, but our pigments and plating will wear and age similarly to how the leather and hardware did originally.
How often should I get my bag serviced?
In our perfect world, we’d like to see a bag every 12 to 24 months for a cleaning and conditioning or spa service, depending on how much it’s been worn in that time.
Can you remove stains from a patent leather bag?
Unfortunately, it is not possible to restore patent leather. Staining on patent penetrates through the top coat, making it impossible to remove through cleaning, and there is currently no pigmentation system that can match the look and texture of patent closely enough to conceal the stains.
Can you dye my bag to a different color?
We have a very firm policy against dying handbags to different colors. In our opinion, there just isn’t a truly professional way to change the color of a handbag once the leather has been tanned and assembled in the original production. Changing the color can also create authenticity issues for certain brands. As a restoration company, we feel a responsibility to protect the original spirit of the design.
Will you restore bags that have been re-dyed, refinished, or painted by another company?
Often, yes, but it always comes down to the specifics! The truth is that most people's wardrobes are full of items that have been worked on in some way or another; whether it was touchups during the manufacturing process, maintenance from shelf wear at the boutique, or repairs performed for resellers and previous owners. Depending on how that work was performed, we might not be able to accept an item for restoration, but often, we can find a way to accommodate these requests!
Do you work on apparel or shoes?
We do not accept any shoes for repairs, however, we do have a leather apparel service in the works, so stay tuned!
Do you work on fabric bags?
Fabric has many limitations compared to leather, but we are happy to help however we can! Often, we’re able to offer similar hardware restoration, reshaping, and cleaning services, though spa services are generally not possible for fabric bags.
Are you able to appraise handbags for sale?
Leather Surgeons does not offer appraisal services.
SHIPPING
How do I ship my bag to your studio?
If you are within the contiguous U.S., we can provide a print-at-home shipping label with optional shipping insurance. While international customers can still purchase shipping insurance through our system, we are not able to provide the label itself. All items must be shipped to the studio. Drop-offs, pick-ups, and walk-ins are not permitted.
Will my package be insured?
Shipping insurance can be purchased through our system at a rate of ~$0.90 per $100.00 of coverage (each way). The charges will be added to your final invoice.
Do you accept work internationally?
Yes, we accept work from all over the world! Unfortunately, we are currently unable to provide international shipping labels, so we must ask that our customers outside of the contiguous U.S. arrange shipping from their location.
Can I drop my bag off at the studio in person?
Due to security reasons and commitments we have made to the privacy of some of our clients, we do not allow walk-ins, drop-offs, or pick-ups at our studio. We apologize for the inconvenience, but the safety of our clients’ handbags is our highest priority!
Can a bag be shipped straight to your studio after purchase?
We prefer customers first receive their items before sending them to the studio. This gives you the opportunity to inspect the bag, make sure it is as described, and confirm you’d still like to keep it before any work is performed.
PRICING
How do I get a quote?
For all quoting, please submit a form through our Contact Page.
Can I get a quote on Instagram?
We do not provide quotes on social media. All quoting, consulting, and assessments must be initiated through our Contact Page.
Do you exchange services for promotion?
We have a firm policy against exchanging services for promotion. As a small family business, we're very proud to say all our reviews and reveals have been unpaid and completely organic! Of course, we certainly would appreciate you sharing your experience, but you would be under no obligation.
Can you send me photos of my bag before I pay?
As a policy, we do not send photos as this would significantly slow the workflow of our studio. In our experience, photos do not always reflect results accurately as small changes in lighting can make an item look significantly different and may be misleading about the end result.
When and how do I pay?
Once the work has been completed, we will email you an invoice that can be paid online via credit card. After payment is received, your package will be put into the shipping queue and will be picked up by the courier within a few business days. Please note that the invoice will also include the return tracking number for your shipment, and tracking will begin updating once the shipment is scanned by a delivery driver.
OTHER
Do you sell any leather care products?
We do not currently sell any leather care products.
How can I maintain my bag?
We are often asked about leather conditioners or other similar maintenance products, but we always encourage customers to play it safe when caring for their own bags because we’ve seen so many damaged from at-home treatments! Even high-quality conditioners can eventually make leather feel gummy if applied too frequently or liberally, so we strongly discourage you from taking the risk of conditioning your bags yourself.
What happens if you find out my bag is counterfeit or inauthentic?
While we do not authenticate every item we service, we will not service an item we suspect to be inauthentic. In those cases, the item will be returned and the customer will only be invoiced for our shipping costs.
What is the difference between painting, refinishing, and redying?
There is no unified terminology for restorations, so all of these words tend to be used interchangeably and may refer to anything from “rattle can” spray paint to the careful application of pigment items received during our spa services. We avoid these terms since they can bring the wrong idea to mind, but the application of pigment is actually a normal part of manufacturing, as well as the tanning process for the leather itself.
Will pigments affect the value of my bag?
There is a lot of confusion around the topic of restorations, especially since they are most often noticed when performed incorrectly or on severely worn items. The answer to this question really depends on how pigments were applied!
Generally, bags lose value as they accumulate wear; however, some of that value can be recovered with a well-executed restoration. In theory, if you have two identical bags, but one had to be restored to achieve the condition, it would be expected that the untouched bag would be more valuable. But in most cases, we find that a well-restored bag is worth more than a damaged one. This is why our services are used by many of the largest resale platforms, boutiques, and auction houses.