FAQs

Frequently Asked Questions

1. What materials are used in Lulo Leather products?

We use full-grain leather the highest grade available, cut from the outermost layer of the hide where the grain is tightest and most durable.

Full-grain leather doesn't just hold up. It improves. The color deepens with use. The grain tightens where you handle it. After a year, yours will look like no one else's.

Some of our smaller accessories use textured or embossed leather still genuine leather, just with a different surface treatment. Every product page specifies the leather type.

We don't carry synthetic or vegan leather at this time. Everything in the Lulo Leather catalog is genuine leather, handcrafted in Colombia.

2. How do I care for my Lulo leather goods?

Full-grain leather is more resilient than most people expect it was designed to be used, not protected.

Day to day: wipe with a dry or barely damp cloth. If it gets wet, let it air dry naturally away from direct heat.

Every few months: apply a small amount of leather conditioner (we like Leather Honey or Beeswax) with a soft cloth. This keeps the leather supple and deepens the color over time.

What to avoid: leaving it in a hot car, soaking it in water, or using harsh cleaners. Other than that  use it. The more you carry it, the better it looks.

Storage: if you're putting a bag away for a while, stuff it loosely with paper to hold the shape. Keep it out of direct sunlight.

3. Do you offer customization or personalization services?

Not yet — but it's something we're working toward.

Right now, every piece is made as designed. If you're looking for a specific color combination or have a special request for a gift, email us at infosaintlulo@gmail.com and we'll see what's possible.

Some pieces are available in multiple colors check the product page for the options.

4. What is your return and exchange policy?

We accept returns and exchanges within 30 days of purchase.

To be eligible: the item must be unused, in its original condition, and you'll need your order number. You don't need to keep the box just the item.

To start a return: email infosaintlulo@gmail.com with your order number and reason. We'll respond within 1–2 business days with next steps.

One note: leather goods that have been used, conditioned, or show signs of wear cannot be returned not because we're strict, but because a used leather item can't be resold as new. If something arrived damaged or isn't what you expected, that's a different conversation just reach out and we'll make it right

5. What if my order arrives damaged or isn't what I expected?

Tell us immediately email infosaintlulo@gmail.com with your order number and a photo of the issue.

If something arrived damaged in transit or there's a defect in the leather or stitching, we'll replace it or refund you, no questions asked.

If it's not quite what you imagined from the photos, we'll work something out. We'd rather you love what you're carrying than feel stuck with something that doesn't work for you.

We're a small brand  you're not dealing with a customer service department. You're dealing with Dayana, the founder. We take this seriously.

6. Do you ship internationally?

Yes, Lulo Leather ships to the US, Canada, and select international destinations.

US orders: standard shipping 5–8 business days. Expedited options available at checkout.

Canada: 7–14 business days.

Other countries: shipping times and costs vary, you'll see exact options at checkout based on your address.

All orders ship from our warehouse in Maryland. Once your order ships, you'll get a tracking number by email.

Questions about a specific country? Email us at info@saintlulo.com and we'll confirm before you order.

7. Can I track my order?

Yes. As soon as your order ships, you'll get an email with a tracking number and a direct link to follow it.

If you don't see it within 2 business days of ordering, check your spam folder first then email us at infosaintlulo@gmail.com and we'll look it up for you.

8. How long does shipping take?

US orders: 5–8 business days for standard shipping. Expedited options (2–3 days) are available at checkout.

We process orders within 1–2 business days. You'll get a tracking email as soon as it ships.

Coming to one of our markets in Maryland or Virginia? You can also pick up your order in person email us at infosaintlulo@gmail.com to arrange it.

9. Do you have a physical store or showroom?

We don't have a permanent retail location but we're not just online either.

We show up at artisan markets throughout Maryland and Virginia, where you can touch the leather, try on bags, and talk directly with Dayana about any piece in the collection.

Check our blog and Instagram (@lulo_leather) for the full updated schedule

10. Are your products sustainable?

We don't use the word 'sustainable' as a label  we'd rather tell you exactly what we do.

Every  Lulo Leather piece is handcrafted in Colombia by skilled artisans who are paid fairly for their work. We work with Riviera, a family-owned leather house with over 50 years of craft tradition not a mass-production factory.

We make things to last. A wallet or bag that you carry for 10 years is more sustainable than five cheaper ones that fall apart. That's the honest version of our environmental commitment. 

If you have specific questions about our materials or sourcing, email us at infosaintlulo@gmail.com we're happy to answer directly.

11. Who actually makes Saint Lulo products?

Every piece in the Lulo Leather catalog is handcrafted in Colombia by skilled artisans at Riviera a family leather house founded by Andrés Jiménez over 50 years ago.

Riviera is the family business of Dayana Jiménez, the founder of Lulo Leather. Each piece is made by a single artisan one person handles the cutting, stitching, and finishing from start to end. No assembly line.

Lulo Leather is how that Colombian craft tradition comes to the United States.

12. What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, Amex, Discover), PayPal, Apple Pay, Google Pay, and Shop Pay.

 

All payments are processed securely. We never store your card details.

13. How can I contact your customer support?

The fastest way: email infosaintlulo@gmail.com or call 240-810-3536.

You're not reaching a support team you're reaching Dayana, the founder. If something needs attention, she's the one who handles it.

We respond Monday to Friday, usually within a few hours. If you're writing over the weekend, expect a reply first thing Monday.

You can also find us at markets throughout Maryland and Virginia see the schedule 

14. Is a Saint Lulo piece a good gift?

Yes  and here's why it works when other leather gifts don't: every piece comes with a story.

When you give someone a Saint Lulo wallet or bag, you're giving them something handcrafted in Colombia by artisans with decades of experience, designed by a founder who chose every detail herself, and built to last long enough to become a favorite.

All orders ship in packaging that's gift-ready. If you'd like to include a personal note, add it in the order notes at checkout.

 

Not sure which piece to choose? Email us at infosaintlulo@gmail.com we're happy to help you pick the right one for the person you have in mind.