Frequently Asked Questions
Shopping at The Tannery Manila
Where are you stores?
We have two branches in Metro Manila and we hope you can visit us soon. 🙂
> Shangri-la Branch I 0917-596-4013 I 5th Level East Wing, Shangri-la Plaza Mall, Edsa Cor. Shaw Blvd, Mandaluyong City
> UP Town Center Branch I 0995-085-1063 I 2nd Floor, Phase 1B, UP Town Center, Katipunan Avenue, Diliman QC
Can I place an order with customer service?
Yes, if you wish to make a purchase over the phone or email, our Customer Service team will be delighted to help. They are available Monday to Sunday, 11 am – 5.30pm, and can be contacted via:
Can I avail discounted items from the store branch, but order online?
Yes, you can avail of exclusive branch discounts, however, shipping charges are incurred regardless of an order of over P5000.
To inquire or order get in touch with our sales team from any of the following branches:
Shangri-la via I 0917-596-4013 or UP Town Center I 0995-085-1063
How many days does it take to deliver?
We offer various shipping options. In-some cases a third-party supplier may be managing our inventory and will be responsible for shipping our products.
For Metro Manila, we delivery via company messenger and it takes 2 to 5 working days. For provincial orders, we use Ninjavan and it takes 5 to 7 business days for provincial addresses except Cotabato (not included the holidays and weekends). It varies also on location. For Cotobato, we ship via LBC.
Schedule of shipment also happens after payment is verified.
Do you have same day delivery?
For Metro Manila orders, Yes, we can arrange to book a courier service such as Grab, Lalamove or Mr. Speedy for you, however shipping charges incurred is at your expense, and will be paid "collect" directly through the 3rd-party service provider.
Item must also be fully paid before shipping through OTC, G-Cash, or Paypal. You can also opt to avail courier's "pabili" service and pay the driver COD.
For these types of orders, it is better to order direct with our customer service team to avoid shipping charges that is automatically computed if ordered through the website. Contact our store hotline at 0917-596-4013 available Monday to Sunday, 11 am – 5.30pm.
Do you ship internationally?
Yes, we also ship internationally through FedEx. To get an estimate quote please contact us with your shipping information and product of interest.
What payment methods do you accept?
Payment options for online orders are BPI/BDO Bank deposit, G-cash and credit card/ Paypal payments.
How do I change or cancel my order?
We fulfill orders quickly, and once your order has been processed in our system,
it cannot be cancelled or changed. To request an order cancellation, contact
us immediately by using the Contact Form or calling our store hotline at 0917-596-4013. Be ready with your order number and email address to see if your order is still eligible for cancellation.
What is your returns policy?
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. This is valid for store credit or a product exchange. We do not issue refunds. If 7 days have gone by since your purchase, unfortunately we can’t offer you an exchange.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
You can find our complete Terms of Purchase (including Returns Process, Damages and Exception) here.
About Our Leather and Products
Do you offer warranty?
Of course! Each product we sell is carefully inspected before it is shipped out. I
Our items have a one-year limited warranty against defects in materials or craftsmanship, from the original date of purchase. The warranty does not cover normal wear and tear, accidental damage, improper care, or alterations.
Once you receive your item, fill in the warranty card information and send it to us; you can also register through this link.
Rest assured, we take care of our customers when it comes to after-sales service. If you have any product concerns, please contact us immediately after receipt so we can help you to resolve. 🙂
Will the actual product vary from what I see on your website?
We do our best to provide you with the most accurate images, but please be advised that some variation in color & leather texture may exist. Be advised that each mark, scar, and wrinkle is unique per hide, and thus not all items will be equally similar. The product images shown have the most accurate color possible but there may be differences in computer monitors which may result in color variations between the actual product and your computer monitor.
What leather do you use?
We only use top grain cow leather for all our products. We use different types of leather depending on the style, from vegetable tanned to milled nappa to embossed to supermatte finishes.
We manufacture and source our leather locally. Both our tannery and leather workshop are located in Bulacan.
Is your leather ethnically sourced?
We tan our own leather and we source our rawhides locally. We are a by-product of the food industry as these rawhides are recycled materials that instead of being thrown away is made to use for a better purpose than industrial waste. We also use green technology in our tannery as we recycle our water systems used in tanning, unlike other companies who pollute our water systems.
Do you sell leather?
Yes, we sell leather materials, if you want something to your own (home use or hobby). We sell from our available stocks or those in display at the store. Price is PhP170 per square foot. Total price will depend on the size of leather you will purchase which averages 18 to 25 square foot.
To order, please contact our team and let us know what leather you need, for what purpose and how you wish to have it delivered, so we can get back to your inquiry.
How do you care for The Tannery Manila leather products?
To maintain your leather item, dust regularly with a soft cloth to avoid dirt pile-up. If in storage, air out once every few months to make sure no mold, mildew, etc has appeared on the leather.
Do not use water, household cleaning products, saddle soap, furniture polish, oil, varnish, ammonia, or cleaning solvents. Avoid perfumes, alchohol, ballpen stains, oils or food spillage that may cause permanent stains.
Leather conditioners may be applied but may cause the appearance of leather to change. It is recommended to try this first on a non-conspicuous area.
We also sell leather cleaners and anti-mold solutions. You can also shop online for our leather care products.
About Our Services
What services do you offer?
> Monogramming I personalize your leather goods
> Made-to-Order I bring your design concept to a reality
> Corporate Gifting I wholesale orders for company giveaways to event gifting
> Repair Service I customer care is our priority
What is personalization?
Monogram is a traditional method of personalizing leather goods. Here at The Tannery Manila, we offer gold, silver, and blindstamping service to flat leather surfaces of our handbags and accessories.
You can add in a more personalized touch by embossing your name on your leather bag or wallet.
Price varies depending on number of letters to be placed: a) Php200 for 1-7 letters
b) Php400 for 8-15 letters (Lead Time: At least 7 Working Days)
For more information, click here.
What is the process for Made-to-Order?
After we receive your complete design details, including size and leather choices, we will get back to you with a price quotation. Should you approve this, we will request for a 50% down payment before we start.
Our lead time for production is 1 month from the date of down payment. We will coordinate with you in the duration of the order process and of course, once your order is finished.
Can I return a personalized item?
Once an item has been personalized, we are unable to offer a refund or exchange. Please see our Terms of Purchase for more details.
My The Tannery Manila bag is in need of repairs how do I go about it?
Please contact our team for your concerns. Better yet, send us a photo of the item/ damage and details of your warranty card so we can check.
To facilitate a repair job, please drop it off at any of our branches or send it back to our factory address:
Factory Address: Goldenhide Enterprises, Inc., Rosales St., Tugatog, Meycauayan, Bulacan Philippines Postal Code 3020. Contact No. 0917-855-0207