The Details - FAQS, Terms & More information
About Tana & Hide
Tana & Hide was born out of the will to help the street children that we saw year after year when visiting Bali. With family links to Indonesia we want to make lasting changing in helping these children stop the cycle of begging and replace it with the opportunity of education.
With the help of our bag sales we have been able to support several on the ground children’s initiatives that provide schooling, books, clean clothes and accommodation to children in need. In the village of Tulamben in the north of Bali we have a very special goat breeding program. This program was established by our head leather craftsman Wayan and continues in his honour after he passed suddenly in 2018.
For each kid raised and sold it pays for a child in the village to be able to attend school. This program is very dear to us and each bag sold helps us keep this initiative alive in Wayan’s name. Our studio is located in Bali, Indonesia and our admin and design office is located in Melbourne, Australia. We are a small team of passionate designers, craftspeople who love seeing smiles from our customers when they received their custom orders.
FAQs
How long does it normally take to create a custom bag?
Our normal make time is around 28-32 days. Currently, due to COVID-19 restrictions and limited flights the time can be extended. Our studio is in Bali, Indonesia where all our bags are made, they are shipped to Melbourne for quality control and secure shipping. Once we have your order we start to source the materials immediately.
Do you have a vegan leather option?
Actually no. This is with intention. Vegan leather is made from man-made synthetic PVA materials which are petro chemical based. This is more harmful to the environment than natural animal leathers. Please ee more about where we source our leather from.
Where do you source your leather from?
Our leather is sourced specifically from tanneries that have hides as a meat by-product. In other words instead of the hide or skin being discarded they are collected and treated and dyed and made into beautiful soft and supple leathers. Indonesia has some of the best quality soft leathers in the world in a variety of colours.
Do you have nylon or waterproof lining?
We use natural materials. So our lining is made from 100% cotton. The premium linings are heavy duty like a thin canvas and the patterned lining are thinner more like a poplar cotton. We do not have nylon or waterproof linings.
Can I return or get a refund on my custom bag?
As each and every bag is made to your specifications and details we are unable to refund or return custom bags. Item purchased from our Ready to Ship section can be returned if faulty, but not for change of mind. These items are ex stock and runoffs or samples. When you order a custom bag there will be a disclaimer asking you to agree to these conditions.
How can I check on my order?
Custom orders take time and we do our best to keep in contact with all our customers who have ordered with updates. Please contact us at hello@tanaandhide.com if you require a progress report. Please ensure you have waited at least 25-30 days.
Fundraising
We have a successful fundraising program. We can supply a unique link to your group which will provide a discounted price and track the number of orders.
Your organisation can make over $25 per item by selling our bags through a fundraising campaign or catalogue. We have worked with schools, social clubs, sporting clubs and cultural groups to help them raise funds successfully selling Tana & Hide Bags.
Please contact us to discuss this further - hello@tanaandhide.com
Refunds & Returns
If your item is faulty, defective and not fit for purpose we will happily remake, refund or replace it. We can not refund for change of mind or for leather discrepancies or marks. Leather is natural animal skin and these marks are normal.
Items that have been approved for refund must be returned to us at the buyer’s expense. A refund will be processed once the item is returned in saleable condition. We can not refund or replace for item lost in the post.
Ready to Ship items are one-off bags unless specified they are in perfect conditions but may be end of line, discontinued or specially made items. There is no exchange on these items unless faulty.
Gift Cards have a long expiry date of 3 years from date of issue.
Customer satisfaction is important to us, if you have any questions or queries please contact us are we are keen to assist you in resolving any issues - hello@tanaandhide.com
Website Terms
Liability
TANA & HIDE does not take responsibility for any of the following:
any interruption to or inability to access the website;
any inability to log-on or access your online account;
any matter, circumstance or thing beyond TANA & HIDES control.
Online
You warrant that in accessing or visiting any user account you will not introduce any virus or other malicious harmful or destructive code.
You are not permitted to link any website to TANA & HIDE prior to receiving written permission.
Privacy
TANA & HIDE collects personal information with our subscriptions and orders. The collection and use of personal information, including cookies, is part of our Privacy policy, which forms part of the Terms.
We keep your information secure and private. We will not sell your information to any third parties and we will not use it for advertising unless subscribed.
General
Nothing in the Terms of Use will exclude, restrict or modify any rights or remedies which you may have under any applicable Commonwealth, State or Territory legislation which under such legislation cannot be excluded, restricted or modified by agreement.
TANA & HIDE may amend, revise or replace the Terms from time to time.
These Terms are governed by the laws of the State of Victoria. TANA & HIDE may amend, revise or replace the Terms from time to time.
Our terms set out here form the basis for our trading terms. Please carefully read our refunds and returns policy.
We will not be held responsible for any accidents, failure or misuse of our products which might create harm. Please ensure children do not accidentally use the straps or any fixture which could become a choking hazard.
Terms of use are the buyers responsibility
Shipping is no longer our responsibility once the item is handed over to the carrier. If you wish to include extra insurance for your item please specify in your order and we can send a link for that small additional charge
We use various carriers including Australia Post, Couriers Please and international carriers and consolidators. We ensure tracking numbers with our products but we do not take extra insurance as a rule. Free shipping only applies to Australian customers.
Customer satisfaction is important to us, if you have any questions or queries please contact us are we are keen to assist you in resolving any issues - hello@tanaandhide.com
