Frequently Asked Questions (FAQs)

I think my package is lost or stolen!

Azaria is not responsible for lost or stolen packages. Please reach out to the carrier listed on your shipping email with your tracking information for assistance! 

 

How long does shipping take?

Before you place your order, please double check that the shipping information is correct. You will receive an email confirmation once your order is received. Please allow up to 3 business days for all orders to ship or leave our warehouse, regardless of shipping speed selected at checkout. Processing time around sales can be up to 7 business days, due to high volume of orders. During this processing time, we need to carefully inspect and package your order. We are unable to make changes or cancel orders once they are processed.  

 

What is your shipping policy?

Azaria uses various postal carriers to determine the most efficient way to ship your order. All orders can take up to 3 business days to process before shipping, unless otherwise stated. The transit time will depend on the type of shipping selected at checkout, as well as some factors out of our control, due to the state of the mail couriers.

Please allow 8 – 21 business days for international orders to be delivered. We offer two shipping methods in the contiguous US (all states except Hawaii and Alaska); economy and expedited. UPS Ground usually takes 3-7 business days in transit, once the order leaves our warehouse. USPS Priority mail usually takes 1-3 business days in transit, based on your location.

All CONUS orders over $50 (after discounts) include free economy shipping. All CONUS orders over $200 (after discounts) include free Priority Shipping. See our Policies Page for more details.

 

Do you ship internationally? 

We offer a variety shipping methods from USPS and UPS for international orders, all of which are the responsibility of the customer. Please note that all international orders are FINAL SALE.

The ship-to recipient will be responsible for any taxes or customs/duties incurred. Unfortunately, we are unable to mark merchandise as “gift” or “no commercial value”. Please note we are unable to estimate the total amount of taxes or duties that may be due at time of delivery. For questions regarding customs fees, we suggest contacting your local government.  

Please allow up to 3 weeks for international orders to be received, but note that further delays are possible due to customs. USPS First Class mail does not provide international tracking, so you may also need to check with your local post office to receive your package. In this case, if you don't contact them to arrange pick-up in a timely manner, they may return the package to sender. 

How much does it cost to ship to my address?

You can check the shipping cost by continuing through check out and adding your shipping address. The website will automatically calculate the shipping costs for you. 

 

Why are your international shipping fees so high?

The carrier rates for international shipping can fluctuate, and they are out of our control. We have diligently researched ways to improve the shipping cost of our international customers, but unfortunately, we don't have a good solution at this time. Please note that we do not charge any additional fees on top of our international shipping rates; we simply pass the expense onto the customer. We are always trying to figure out ways we can make international shipping more affordable for our customers!

 

When is your next sale? 

We generally don't announce when our sales will be ahead of time. So, make sure you’re signed up for our newsletter to receive all sale announcements and details! Sales and discounts cannot be applied to previous purchases. Occasionally, we sell bags at local warehouse sales or pop-up shops. Watch our social media for details!

 

Do you sell Azaria products in stores? 

Yes! Azaria is carried at The Baby Cubby in American Fork, UT.  

 

Do you sell wholesale? 

Yes! Please email hello@azaria.com with any wholesale inquiries.

 

I’m having trouble with my zipper 

Sometimes zippers are sticky the first few days, and then they loosen up. Stronger, better quality zippers are stickier at the beginning; they will last longer and their risk of splitting eventually is a lot lower. Our zippers have a little more “grab” to them since they open two ways. We recommend lubricating a sticky zipper with something waxy, like olive oil, chapstick or Petroleum Jelly, applied with a Q tip. We also suggest slowly opening and closing the zipper several times to break it in. Please email customer service at hello@azaria.com for additional information. Is the zipper not flush to the end after it’s closed? Simply pull the zipper all the way closed towards the end.  

 

What is the difference between Saddle and Chestnut? 

Great question! Both are beautiful brown colors. Chestnut is a warmer tone that leans reddish, while Saddle leans more orange.  

 

What is the difference in size from the previous version La Mère Petite and the current version? 

Previous Petite: 12H in X 10W X 5.5 Deep  

Current Petite:  11H x 9.75W x 5.25 Deep 

 

When will a specific product restock?

We announce all restock information in our newsletter and on our social media pages. If an item will be restocked, you will see “Coming Soon” on our website. For seasonal colors, usually once they are out of stock, they are discontinued and won't return.

 

My zipper pull fell off!

Don’t worry, the zipper is not broken and a new pull can be easily put back on! If you have lost your zipper pull, please email customer service to be sent a new one.

 

Can I be put on a waitlist, or pre-order an item that is out of stock? 

We do not currently have waitlists, and rarely offer pre-orders. If an item is on pre-order, it will be available on the website and clearly marked. Please note the estimated ship date, and also be aware that items in an order will all ship together. If you order an item on pre-order with an in-stock item, the in-stock item will not ship until the pre-ordered item is available to ship. If you'd like to receive the in-stock item sooner, please place separate orders! You can sign up for our newsletter to be notified when an item restocks. 

 

My bag color doesn’t work for me. Can I exchange it? 

Yes! Our items tend to sell pretty quickly, and we can never guarantee availability. We suggest purchasing the item in the color you want, and shipping the original item back for a return and refund. We will waive the $5 restocking fee on all exchanges.

 

Can I buy a new messenger strap? 

Please reach out to customer service hello@azaria.com!

 

How do I care for my Azaria? 

For our vegan leather products, we recommend cleaning with a soft, damp cloth using a gentle soap. Do not use any alcohol-based products like hand sanitizer or disinfectant wipes because this will remove the color. All vegan leather bags are water resistant, but not water-proof, so please do not submerge them in water. 

For our full-grain leather products, to help lengthen to life of your leather, we recommend treating it regularly with a leather conditioner. Since leather is porous, it is susceptible to rain and water damage, if not protected. We recommend protecting it with a leather wax, conditioner or product that can help waterproof your bag. For all leather products, please test in an inconspicuous spot to make sure it doesn't affect the color. For stains, we recommend using a leather cleaner. For more serious stains, we recommend taking it to a leather specialist.

 

My bag is chipping

The material used to create vegan leather is called Polyurethane - which is a thermoplastic polymer sitting on top of a cotton material. The way the fabric is produced allows the visual appearance of "leather", but it is cruelty-free and a much lower price-point than real leather. We have researched several different styles of polyurethane, and we have sourced the best-quality and most expensive we could find. Unfortunately, over time, all vegan leather is subject to chipping, scratching or peeling. It's a common occurrence in polyurethane material in general, and considered normal wear and tear, and therefore not covered in our warranty. You can find more info about our warranty here: https://azaria.com/pages/warranty

On a more personal note, we can recommend using an acrylic paint to help spot-cover any unsightly marks. We like the brand called "Painters", which is a paint marker. We have also used the little 98-cent bottles of acrylic paint sold at Walmart and Target! While we do not have a suggestion for what color will match your specific bag, we’re sure there are several options that will be a close match.

How can I be notified when you're back in stock?

Join our mailing list at the bottom of our home page!  We email our subscribers with the exact restock date and time, so that you can be the first to know.

Are you going to be releasing new colors?

We typically release fun new seasonal colors outside of our staple colors in the Spring and Fall! We are always looking for suggestions.  If you don't see a color you love, please let us know!  Subscribe to our mailing list for news on new colors and products! Follow along on our social media pages for updates, as well.

Do all the bags stand up on their own?

We have designed our bags to have some structure, so while they have the look and feel of a soft leather backpack, each bag has just enough structure to hold its shape so that you don't have to!

How can I protect my vegan leather from scratching?

We have researched several different styles of polyurethane, and we have sourced the best-quality and most expensive we could find. However, all vegan leather can scratch with contact against other surfaces; especially sharp or rough ones.  Please handle your vegan leather products with care and try to keep away from sharp surfaces.  Scratches, chips and peeling are considered normal wear and tear, and are therefore not covered under our warranty.  Please note that all vegan leather has a shelf life. It is subject to chipping and peeling with age and misuse.  We recommend keeping the product out of direct sunlight for long periods of time, and away from extreme temperatures.  Do not use a hair dryer on vegan leather as this can dry it out and cause cracking.  To prevent aging, use a vinyl conditioner such as this one.  Baby oil can also help to maintain and prevent cracking.  Only a few drops of vinyl conditioner or baby oil is necessary; wipe the entire bag every 3-6 months.  Please test in an inconspicuous spot for discoloration.

My tracking link says the item still hasn't shipped. When will my package arrive?

This could be for a variety of reasons. Most items ship within 1 business day, but some can take a little longer. If you still have questions, we recommend reaching out to hello@azaria.com.

Still have questions?

We'd love to hear from you. We can even put you in touch with other customers if you'd like. Visit the Contact Us page and send us a note!

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