FAQs
Quick answers about our handcrafted leather, shipping, and policies. Can't find what you're looking for? We're a message away.
About Our Products
What materials are Coonli pieces made from? Every Coonli piece is made from genuine leather, hand-selected, cut, formed, sewn, and finished in our studio in Guangdong, China. Because each piece is handmade, slight variations in grain and texture are normal — they're part of what makes it genuinely yours.
Why does the colour or texture of my item look slightly different from the photo? Genuine leather is a natural material, so no two hides are identical. We photograph our pieces as accurately as possible, but small differences in shade or grain between photo and product are part of handcrafted leather, not a flaw.
How should I care for my leather piece? Keep it away from prolonged direct sunlight and moisture; wipe it gently with a dry or slightly damp cloth; and let it age naturally — genuine leather develops character over time.
Shipping
Where do you ship? We currently ship exclusively to addresses within the United States. We don't offer international shipping at this time.
How long will my order take to arrive? Orders are handled in 1–3 business days, with transit typically taking 7–15 business days. Most customers receive their order within 8–18 business days of placing it.
Is shipping really free? Yes. We offer free shipping on every order, with no minimum purchase required.
How do I track my order? You'll receive a tracking link by email once your order ships. If tracking hasn't updated in a while, please contact us and we'll check it.
Payment
What payment methods do you accept? We accept Visa, Mastercard, Maestro, American Express, Diners Club, Discover, Apple Pay, Google Pay, and PayPal.
Is it safe to enter my card details on coonli.com? Yes. An SSL certificate protects our store, so your payment information is encrypted from the moment you enter it. We never store your full card details on our servers.
Returns & Exchanges
What's your return policy? You have 30 days from the day you receive your item to request a return, as long as it's unused, unworn, and in its original packaging with tags attached.
My item arrived damaged. What do I do? Email us at support@coonli.com with your order number and photos of the item and packaging. We'll cover 100% of the return shipping cost for damaged or incorrect items.
Who pays for return shipping if I just changed my mind? For change-of-mind returns, you're responsible for the cost of shipping the item back to our studio in China. We don't charge any restocking fees.
How long does a refund take? Once your return arrives and passes inspection, your refund is issued to your original payment method within 5 business days.
Can I exchange an item instead of returning it? Yes. Once we receive and inspect your original item, we'll ship your replacement within 2 business days.
Still have a question? Reach out to us at support@coonli.com or +86 189 2330 3336, Monday–Friday, 9:00 AM–5:00 PM (EST).